At a Glance
- Tasks: Lead SMARTY's brand strategy and customer experience to transform mobile connectivity.
- Company: Join the biggest mobile network provider in the UK, focused on innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact on customer satisfaction and drive innovative product development.
- Qualifications: Strong leadership in telecoms, brand strategy, and customer experience required.
The predicted salary is between 55000 - 65000 £ per year.
Job Description 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.
Responsibilities Own SMARTY’s overall brand and commercial strategy, ensuring alignment with CVB and Vodafone Three 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 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.
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 for guidance. Location Senior Manager: Commercial, Props, CX and Care - SMARTY • Newbury, England, United Kingdom #J-18808-Ljbffr
Senior Manager: Commercial, Props, Cx And Care - Smarty in Newbury employer: SMARTY
At SMARTY, we are committed to fostering a dynamic and inclusive work environment that empowers our employees to thrive. Located in Newbury, our team enjoys a collaborative culture that prioritises innovation and customer satisfaction, alongside opportunities for professional growth and development. With a focus on delivering exceptional value and a best-in-class network, joining us means being part of a transformative journey in the UK mobile market.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager: Commercial, Props, Cx And Care - Smarty in Newbury
✨Get Chummy with Industry Events
Dive into telecommunications networking conferences and expos. These are golden opportunities to meet potential employers like SMARTY and learn about open positions directly from their teams. Keep an eye out for workshops or panels – they’re perfect for showcasing your passion and expertise!
✨Join Networking Communities
Find online forums or local meetups that focus on telecommunications and networking. Sites like LinkedIn Groups or Reddit communities can be great for connecting with professionals in the field. Just remember to participate in discussions – you never know when someone might mention job openings at places like SMARTY.
✨Showcase Your Skills with Personal Projects
If you’ve got any personal projects or contributions to open-source networking tools, flaunt them! Create a portfolio that showcases your skills relevant to what telecommunication companies are looking for. It’s a great conversation starter during interviews and networking chats.
✨Utilise Online Job Boards Wisely
While we’re all about encouraging you to apply through our website, also keep an eye on job boards specific to tech and telecommunication roles. Websites such as Telecommunication Jobs and TechCareers often list full-time roles that may not appear elsewhere. Just be sure to tailor every application to grab attention – even small tweaks can make a big difference!
We think you need these skills to ace Senior Manager: Commercial, Props, Cx And Care - Smarty in Newbury
Some tips for your application 🫡
Show Off Your Technical Know-How:When you're applying for a role in telecommunications and networking, it’s crucial to highlight your technical skills. Mention specific technologies you're proficient in, like IP networking, VoIP, or security protocols. Be sure your CV includes any relevant certifications such as CCNA or CompTIA Network+; they really show you've got the chops for the job.
Tailor Your Experience to Match Networking Projects:In your CV and cover letter, don’t just list your past jobs—showcase specific projects that align with the role! If you've worked on network design, implementation, or troubleshooting, weave those experiences in and highlight metrics to demonstrate your impact. This paints a vivid picture of how you'd fit into the role at SMARTY.
Show Enthusiasm for the Industry:With telecommunications evolving rapidly, it’s important to express your passion for the field in your application. Mention any trends or innovations you've been following that excite you and how they'd influence your work. This can really set you apart and show that you're not just after a job, but a career!
Keep It Clean and Professional:While it’s important to be personable, ensure your application maintains a clean and structured format. Use clear headings and bullet points to make it easy for hiring managers to dig into your skills and experience. Remember, you’re applying for a full-time role, so a well-organised application will signal your seriousness about the position at SMARTY.
How to prepare for a job interview at SMARTY
✨Brush Up on Networking Protocols
Make sure you’re up to speed with the key networking protocols like TCP/IP, UDP, and perhaps even MPLS if it's relevant. We can expect technical questions about how these protocols function and the problems they solve, so a solid understanding will help you shine.
✨Showcase Your Projects
Got a portfolio? Bring it along! Highlight any relevant projects where you've designed or managed network systems. This is your chance to demonstrate practical experience; employers love to see how your skills can be applied in real-world scenarios.
✨Get Comfortable with Technical Scenarios
You might be faced with a case study or a technical troubleshooting scenario during the interview. Practise responding to common networking issues—like packet loss or latency problems. Thinking through these scenarios will help us sound confident and competent in our responses.
✨Emphasise Team Collaboration Skills
In the telecommunications field, teamwork is key! Make sure to share examples of how you’ve worked collaboratively, whether in past jobs or projects at uni. Employers want to see that you’re not just technically savvy, but also great at working within a team setting.
