Senior Manager: Commercial, Props, CX and Care - SMARTY
HybridNewbury, England, United Kingdom
Newbury, England, United KingdomHybridFull TimeSenior LevelLarge
Full TimeSenior LevelLarge
Job Summary
Lead SMARTY's commercial and brand strategy, proposition development, and customer experience operations while delivering the business P&L. Own end-to-end customer journey management, including NPS and Ofcom complaints, and oversee care operations for social and escalated issues. Drive retention and growth through pricing, campaign optimization, and product roadmap execution, collaborating with digital and analytics teams to ensure seamless delivery. Manage outsourced contact centre relationships and align all initiatives with CVB and VodafoneThree strategic priorities to transform the customer experience.
Required 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
- Regular travel to Newbury (if London based)
- Come into the office 2-3 days each week, for at least 8 days per month
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