Senior Channel Implementation Manager

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Location: Stoke Contact Centre - 4x per week
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 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.

• 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.
• 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.
• You will be accountable for designing the Implementation strategies required to deliver the change experience across Retail and frontline care teams.
• You will be accountable for the definition and delivery of best-in-class communications strategies and platforms for our front line community.
• 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.
• You will be building and maintaining relationships with our Partners to agree and execute approach for implementing change.

Who you are

• You will demonstrate previous experience in a Operations, Multi-Channel or customer experience background.
• You will have been in either a customer facing or Channel Partner role previously delivering large complex programmes of work.
• You will showcase experience in leading large teams through change and be able to coach and mentor them on their career paths.
• You will be able to build trusted relationships with stakeholders and feel comfortable presenting to Heads of Functions.
• You will have owned change and be able to demonstrate communicating this change to all relevant parties whilst ensuring deadlines and milestones are met
• You will show a track record in business planning / implementation and how this impacted a business or end customers.

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.

Together we can

Vodafone UK 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.

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 refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.