Location: Stoke Contact Centre - 4x per week
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 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.
Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
What you’ll do
The Senior Channel Implementation Manager will lead their own team to work cross-functionally with Go-To-Market, IT, CX, and performance/support teams, to shape the delivery of a diverse range of initiatives aligned to our Customer Experience performance. These initiatives include multi-million pound commercial & trading promotions, technology & capability projects, regulatory changes as well as end to end Project Management of Commercial Operations driven initiatives. Essentially all and any change which impacts what our frontline adviser needs to know in order to provide a first class customer experience.
1. 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.
2. 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.
3. You will be accountable for designing the Implementation strategies required to deliver the change experience across Retail and frontline care teams.
4. You will be accountable for the definition and delivery of best-in-class communications strategies and platforms for our front line community.
5. You will be responsible for the defining the operational plan, identifying capability needs and process & procedure changes required to support new launches to ensure commercial success.
6. You will be building and maintaining relationships with our Partners to agree and execute approach for implementing change.
Who you are
7. You will demonstrate previous experience in a Operations, Multi-Channel or customer experience background.
8. You will have been in either a customer facing or Channel Partner role previously delivering large complex programmes of work.
9. You will showcase experience in leading large teams through change and be able to coach and mentor them on their career paths.
10. You will be able to build trusted relationships with stakeholders and feel comfortable presenting to Heads of Functions.
11. You will have owned change and be able to demonstrate communicating this change to all relevant parties whilst ensuring deadlines and milestones are met
12. You will show a track record in business planning / implementation and how this impacted a business or end customers.