Head of Customer Care Division

Telia

Head of Customer Care leading 150 professionals across Telia Lithuania’s telecommunications operations. Driving customer strategy, service quality, sales performance, and operational efficiency across four locations.

Posted 8/4/2026full-timeVilnius • 🇱🇹 LithuaniaLead💰 €6,500 - €7,750 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer care operations, driving strategic initiatives, and fostering a customer-centric culture. Proficient in stakeholder management and enhancing customer experience through effective team leadership and process improvement.

Highest-signal resume keywords

Customer Care LeadershipStrategic PlanningPerformance ManagementStakeholder ManagementBilingual Proficiency in English and Lithuanian

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience OperationsSales KPI ManagementBudgetingResource AllocationProcess Improvement

Soft Skills

Analytical ThinkingBusiness AcumenTeam CollaborationCommunication SkillsProblem-Solving

Industry Keywords

Customer Care StrategyOperational EfficiencyCustomer LoyaltyContinuous ImprovementCustomer Insights

About the role

Key responsibilities & impact

Define and lead the Customer Care Division strategy, ensuring alignment with the company’s overall business goals
Lead and develop high-performing customer care teams, empowering leaders and fostering collaboration
Oversee customer care operations across four Lithuanian locations, ensuring performance against sales KPIs, service quality, and operational efficiency
Drive a customer-centric culture and continuously improve customer experience across all service channels
Partner with senior leaders to integrate customer insights into business decisions
Lead business planning, including budgeting, resource allocation, and strategic initiatives
Identify and drive opportunities to simplify processes, enhance customer loyalty, and create long-term business value
Lead approximately 150 customer care professionals and foster a unified culture across geographically distributed teams

Requirements

What you’ll need

Proven ability to lead large-scale customer care and support, sales, or customer experience operations
Strong strategic and analytical thinking
Strong business acumen
Willingness and capability to challenge the status quo and pursue new solutions through technologies and teams
Strong focus on customer experience, performance, continuous improvement, and efficiency
Excellent stakeholder management and communication skills
Team player character
University degree in Business, Marketing, or a related field
Proficiency in English and Lithuanian, verbal and written
Background and reference checks are part of the process

Benefits

Comp & perks

Additional health insurance and pension plans
Workation: work from anywhere in the EU for up to 30 days per year
Extra vacation days based on tenure (up to 5 additional days)
Discounts on Telia services, including free home internet
Partner offers and discounts (SPA, cafes, events)
Telia Kids Club: summer camps for employees’ children
Company-supported sports activities (yoga, basketball, running)
Internal training, leadership programs and job shadowing to explore new roles
Free on-site charging stations for electric vehicles – available for both work-related and personal use
Annual performance bonuses