Customer Management Team Leader

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At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

The Customer Management Team Leaderis responsible for leading a CRM delivery team, ensuring effective people leadership, predictable delivery, and adherence to agreed technical and process standards. The role combines delivery coordination, capacity planning, and technical/process ownership, while also supporting modernization, cloudification, and AI-enabled ways of working to improve productivity, quality, and delivery efficiency.
More specifically you will:

• Lead and coordinate a team within a specific Customer Management subdomain, ensuring clear ownership and effective ways of working.
• Align priorities, demand, and delivery commitments with the Engineering Manager and Product stakeholders.
• Coach and support team members, driving performance, development, and regular feedback.
• Act as the first escalation point for team issues, blockers, and risks, ensuringtimelyresolution.
• Manage incoming demand, contribute toimpactanalysis, andmaintaina realistic capacity plan across project, BAU, and incident work.
• Ensureaccurateplanning and tracking of deliverables, milestones, and progress through maintained tools and transparent reporting.
• Coordinate delivery execution, ensuringtimelyand quality outcomes and early escalation of risks, dependencies, or capacity gaps.
• Own team-level technical and process alignment, ensuring adherence to domain standards, governance, and documentation requirements.
• Support delivery lifecycle activities (design readiness, quality checks, release preparation,hypercare) while driving continuous improvement, including automation, cloud adoption, and AI-enabled ways of working.

• Experience in team leadership, technical coordination, or delivery management within CRM, enterprise applications, or complex delivery environments.
• Ability to combine people management, delivery coordination, and technical/process oversight.
• Good understanding of delivery lifecycle activities such as estimation, capacity planning, release readiness, and production support.
• Strong communication, prioritization, stakeholder management, and escalation handling skills.
• Structured mindset, ownership mentality, and attention to detail.

Nice to have:

• Experience or working knowledge of Siebel CRM is preferred, especially within complex telecom CRM delivery environments.
• Experience with Jira or equivalent tracking and governance tools.
• Experience inreleasecoordination,environmentreadiness, or technical debt / modernization topics.

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

• Competitive pay, bonus &remuneration package
• Private Health & Medical Insurance
• Hybrid way of working: a blend of remote and office-based working,…