Head of Customer Care Division

About the role

We are seeking an experienced Head of Customer Care Division to shape the future of our customer care operations at Telia Lietuva. In this senior leadership position you will drive strategy, foster a customer‑first culture and ensure exceptional experiences for our customers every day.

Key responsibilities

• Define and lead the Customer Care Division strategy, ensuring alignment with the company’s overall business goals.
• Lead and develop a high‑performing team of approximately 150 customer care professionals across four Lithuanian locations.
• Oversee day‑to‑day operations, meeting sales KPIs, service quality standards and operational efficiency targets.
• Promote a customer‑centric culture and continuously improve experience across all service channels.
• Partner with senior leaders to integrate customer insights into business decisions.
• Manage business planning for the division, including budgeting, resource allocation and strategic initiatives.
• Identify and drive opportunities to simplify processes, enhance loyalty and create long‑term value.

Required profile

• Proven ability to lead large‑scale customer care, support, sales or customer experience operations.
• Strong strategic and analytical thinking with solid business acumen.
• Willingness to challenge the status quo and implement innovative solutions.
• Excellent stakeholder management and communication skills.
• University degree in Business, Marketing or a related field.
• Fluent in English and Lithuanian, both written and spoken.

Required skills

• Proficiency in English and Lithuanian (verbal and written).