Senior Customer Experience Manager - Assisted Sales
Vodafone UPLIFT
Newbury, GB
2d ago

Contract Type : Permanent


Joining Vodafone is more than a job, what we do matters. We don’t just carry minutes, texts and data we carry people’s lives.

And that’s a huge responsibility. If you think for a minute about the people you rely on the likelihood is they rely on us.

Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work.

We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.

And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best.

We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.

Senior Manager - Assisted Sales

Location : Newbury / London

Salary : Competitive with excellent benefits, including car, private medical & bonus

Vodafone UK Business are revolutionising how customers use technology and connectivity, ensuring they are ready for today and the digital innovation of tomorrow.

What will you be doing?

As Senior Manager Assisted Sales you will be responsible for driving the delivery of a personalised and seamless customer experience across our contact centre and retail estate for Small Business.

  • Create a customer journey to enable Vodafone to be the digital partner of choice
  • Map the telesales & retention contact centre & retail customer journeys to identify opportunities for automation, digitalisation as well as process improvement.
  • Work with the data analytics team to identify all detractors and create solutions to address the issues identified
  • Enhance assisted sales experience in telesales & retention by building new capabilities and introducing new technology.
  • Work in parternship with Digital Sales experience lead to create seamless interactive online & offline customer experience.
  • Who are we looking for?

  • You will have experience of creating / managing a customer experience strategy, driving NPS
  • Proven ability to drive continuous improvement of sales processes
  • Exposure to a large contact centre environment within a large organisation
  • Strong stakeholder management and influencing skills
  • Proven experience of driving and embedding change
  • Analytical mind-set, used to driving insights
  • Vendor management
  • Channel experience
  • What’s in it for you?

    An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects.

    We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.

    The future is exciting.


    Commitment from Vodafone

    Vodafone is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded.

    We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too.

    At Vodafone you will have access to our excellent flexible benefits programme that you would expect from any global company.

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