Senior Manager: Commercial, Props, CX and Care - SMARTY

Senior Manager: Commercial, Props, CX and Care - SMARTY

Location:  Newbury or London (Hybrid - if London based, role would require regular travel to Newbury)

Working hours:  Full time 37.5 hours per week – Mon to Fri

*Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Job Description

What You'll Do:

We’re 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 we’ve known before is taking shape. We’re not just building a company. We’re 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 SMARTY’s commercial and brand strategy, proposition development, customer experience, and care operations. It is accountable for delivering SMARTY’s P&L and strategic direction, ensuring alignment with CVB and VodafoneThree priorities while driving customer growth, retention, and service excellence. 

• Own SMARTY’s overall brand and commercial strategy, ensuring alignment with CVB and VodafoneThree strategic priorities. 
• Deliver SMARTY’s P&L, driving performance across CVM, base management, retention, pricing, and campaign operations. 
• Define and lead SMARTY’s 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 SMARTY’s 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 SMARTY’s 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

Who You Are:

• 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 skills. In 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  View email address on jobs.three.co.uk 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 are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t 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 skills. In 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 View email address on jobs.three.co.uk 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 are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

#VodafoneThree