Location: Stoke Contact Centre - 4x per week
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri
Who We Are
We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
What you’ll do
* The Senior Channel Implementation Manager will lead the team to work cross-functionally with Go-To-Market, Terminals, IT, CX, performance/support teams and Product Managers, as well as the wider business, to shape the delivery of a diverse range of initiatives aligned to the Cross Portfolio Plan driving Vodafone UK’s Commercial and Customer Experience performance.
* You will lead your team to contribute to the design of Customer and Adviser journeys, requirements input, ensure channel planning & capacity governance, carry out capability assessment and lead operational implementation activities.
* You will represent and be the decision maker for Commercial Operations in project steercos, wall walks and inform the decision making in Go/No Go sessions to determine launch feasibility.
* You will be accountable for designing the Implementation strategies required to deliver the change experience across Retail and frontline care teams.
* You will be accountable for the definition and delivery of best-in-class communications strategies and platforms for our front line community.
* You will be responsible for defining the operational plan, identifying capability needs and process & procedure changes required to support new launches to ensure commercial success.
* You will be building and maintaining relationships with our Partners to agree and execute approach for implementing change.
Who you are
* You will demonstrate previous experience in a Central Operations, Multi-Channel or customer experience background.
* You will have been in either a customer facing or Channel Partner role previously delivering large complex programmes of work.
* You will showcase experience in leading large teams through change and be able to coach and mentor them on their career paths.
* You will be able to build trusted relationships with stakeholders and feel comfortable presenting to Heads of Functions.
* You will have owned change and be able to demonstrate communicating this change to all relevant parties whilst ensuring deadlines and milestones are met.
* You will show a track record in business planning / implementation and how this impacted a business or end customers.
What we offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.
Together we can
Vodafone UK 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.
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