Senior Manager Commercial, Props, CX and Care SMARTY

Were creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents we will transform customers experience and create a best-in-class network for coverage connectivity and reliability delivering greater value and more choice for the nation than ever before.

There are very few moments in our careers where we can feel the ground shifting beneath us where we can sense that something bigger than weve known before is taking shape. Were not just building a company. Were going to build a culture a legacy and a future to be proud of. This will require remarkable leadership and together we can set the standard in the industry and beyond for both customer and employee experience in what it is a career-defining opportunity.

This role leads SMARTYs commercial and brand strategy proposition development customer experience and care operations. It is accountable for delivering SMARTYs P&L and strategic direction ensuring alignment with CVB and VodafoneThree priorities while driving customer growth retention and service excellence.

• Own SMARTYs overall brand and commercial strategy ensuring alignment with CVB and VodafoneThree strategic priorities.
• Deliver SMARTYs P&L driving performance across CVM base management retention pricing and campaign operations.
• Define and lead SMARTYs proposition roadmap including the development of new products and services business casing and delivery coordination.
• Monitor and optimise existing product performance ensuring relevance and competitiveness in market.
• Lead campaign operations and collaborate with analytics to optimise performance and customer outcomes.
• Drive SMARTYs end-to-end customer experience strategy using insights to improve satisfaction and loyalty.
• Own critical CX metrics including NPS and Ofcom complaints and lead programmes of continuous improvement.
• Lead SMARTYs care operations including oversight of the onshore team responsible for social escalated complaints and accessibility.
• Manage outsourced contact centre relationships ensuring delivery against customer and commercial targets.
• Collaborate with digital tech and brand teams to ensure seamless delivery of propositions and CX enhancements.

Qualifications :

• Strong leadership experience in telecoms or consumer services across brand and commercial domains.
• Proven track record in brand strategy proposition development strategic planning and campaign execution.
• Deep understanding of CVM retention and base management strategies.
• Experience in customer experience and care operations including regulatory and accessibility standards.
• Experience managing outsourced care partners and driving performance through third-party relationships.
• Strong analytical and performance management skills.
• Excellent stakeholder management and cross-functional collaboration skills.

Additional Information :

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Need to know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks including criminal (DBS) and financial checks to meet the regulators standards.

We believe everyone should have the opportunity to interview for a role that matches their collaboration with our Talent Diversity & Inclusion teams and our employee-led DEI Networks we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey for example extended time or breaks in between online assessments a sign language interpreter or assistive technology please contact your recruiter directly or email for guidance.

We use AI in different parts of our business to boost innovation improve efficiency and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews but what we really care about is your unique experiences and achievements.

During the interview we want you to rely on your own knowledge and skills to show us who you really areyour personality creativity and abilities. Above all were looking for authenticity and cant wait to get to know the real you.

#VodafoneThree

Need to know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks including criminal (DBS) and financial checks to meet the regulators standards.

We believe everyone should have the opportunity to interview for a role that matches their collaboration with our Talent Diversity & Inclusion teams and our employee-led DEI Networks we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey for example extended time or breaks in between online assessments a sign language interpreter or assistive technology please contact your recruiter directly or email for guidance.

We use AI in different parts of our business to boost innovation improve efficiency and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews but what we really care about is your unique experiences and achievements.

During the interview we want you to rely on your own knowledge and skills to show us who you really areyour personality creativity and abilities. Above all were looking for authenticity and cant wait to get to know the real you.

#VodafoneThree

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1