Head of Training & Development for Channels

About the role

Telia Lietuva is seeking a dynamic Head of Training & Development for Channels to shape learning strategies across its customer service and sales functions. Based in Vilnius, you will drive onboarding, upskilling and performance improvement initiatives for frontline teams, using data‑driven insights to enhance employee experience and reduce turnover.

Key responsibilities

• Lead a team of 10 L&D professionals delivering training programs for B2X customer service and sales channels.
• Design and implement a structured competency development and assessment framework.
• Define KPIs to measure training impact and align initiatives with business objectives.
• Collaborate with business leaders to ensure training supports organizational goals.
• Organise internal learning events such as workshops, summits and forums.
• Analyse sales performance, customer satisfaction and retention data to continuously refine programs.

Required profile

• Solid experience managing teams within customer care or sales environments.
• Strong strategic planning and execution capabilities.
• Proven stakeholder management and effective communication skills.
• Analytical mindset with a data‑driven approach to evaluating training effectiveness.
• Higher education degree, fluency in Lithuanian and English (minimum B2).

Required skills

• Knowledge of learning frameworks, models and methodologies.
• Ability to analyse performance data to assess training outcomes.
• Leadership skills to inspire and guide a multidisciplinary team.