Senior Manager: Commercial, Props, Cx And Care - Smarty in Newbury

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

Location: Newbury (Hybrid)

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

Hybrid Working

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.

Job Description

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

• 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

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 regulatory 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 have identified a range of reasonable adjustments to help you feel comfortable and perform at your best 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.