Head of Customer Care Division

About the role

Telia Lietuva is seeking an experienced senior leader to head its Customer Care Division. You will shape the future of customer care operations, ensuring exceptional experiences for customers across Lithuania every day.

Key responsibilities

• Define and lead the division’s strategy, aligning it with overall business goals.
• Lead, develop and empower a team of roughly 150 customer‑care professionals across four locations.
• Oversee operations to meet sales KPIs, service quality standards and operational efficiency.
• Drive 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, budgeting, resource allocation and strategic initiatives for the division.
• Identify and implement process simplifications that enhance loyalty and create long‑term value.

Required profile

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

Required skills