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Head of B2C Channels (m/f/d)

Date: Jun 22, 2022

Location: MÜNCHEN, Germany

Company: Telefonica S.A.

Contract type: full-time/part-time, unlimited/limited
Location: Munich, Düsseldorf, Berlin (Teltow), Nuremberg, Hamburg
Entry: At the earliest possible date
Working anywhere. After a successful application process, you have the opportunity to work anywhere in Germany. You will be assigned to the nearest Telefónica location according to your place of residence. We will discuss further details with you during the application process.

Who we are?
We are o2/Telefónica - with our mobile brands we connect millions of people and offer our customers mobile freedom in the digital world. As a leading telecommunications provider, we are also playing a key role in shaping digitisation in Germany. Our fixed and mobile networks form the backbone for the digital transformation of the economy and society. And our approximately 8,000 employees in Germany drive the transformation forward every day - in our own company as well.
Telefónica is one of the top employers in Germany and is part of the global telecommunications group Telefónica S.A. with 114,000 committed employees worldwide.  
You too can become part of our unique team and let us make a difference together!


The purpose of the role

The Head of B2C Channels is responsible to Co-define Tech strategy and roadmap for the B2C Channels. The role includes E2E responsibilities for the deliveries, operational excellence and process quality of the retail channels; as well as to drive customer satisfaction and, supervises respective frontend and backend operations. 

What are your challenges with us?

You will be responsible for leading large or complex teams of subject matter specialists and lower level managers in their respective area. This includes planning and contributing to the strategy of the department and developing departmental plans. This includes diverse, complex as well as innovative leadership tasks.


  • Defining and executing the strategy and resulting outcomes of all B2C channels. 
  • Support the business in defining the overall B2C channel strategy and technology roadmap required to deliver business outcomes. Define and deliver a seamless channel experience for the entire customer journey in line with business processes.
  • Steering and leading the transformation of the B2C channels division.
  • Collaborate with diverse stakeholders across the business; own as well as share business objectives such as sales results, channel distribution, average handle time and NPS.
  • Strategise and implement the required technology projects to achieve business outcomes in B2C channels. Responsibility of all technology decisions required for this channel.
  • Strategy and implementation of an IT overarching agile and scaled model that enables deliveries in short cycles within the existing as well as the new IT architecture.
  • Introduction and further development of agile ways of working in the assigned area.


What are you bringing?

  • Completed university studies or comparable qualification in computer science, natural sciences or comparable qualification.
  • At least 5 years of relevant professional experience in managing IT delivery teams.
  • Cross-functional and broad in-depth knowledge (3 years) in related areas acquired through professional experience in telecommunication channel solutions and management of outsourcing implementation partners.
  • Detailed knowledge of managing large and complex teams of software developers. Particular complexity lies in the wider size of the teams on the outsourcing partner side
  • Very good business understanding, large scale IT deliveries, DevOps, Agile methodology, UX/UI experience.  
  • Extensive experience in implementing change processes
  • Very good negotiation and communication skills
  • High reliability and assertiveness in a dynamic environment
  • Strong team orientation, motivational skills and organizational talent
  • Very structured, self-reliant and result-oriented way of working with a high level of initiative
  • Business fluent in German and English


Your Benefits
Workplace: Modern and ergonomically equipped offices, as well as an open space and open desk model.
Communication: A smartphone of your choice for business and private use as well as the possibility to provide for your partner, friends and family via credit is a matter of course for us.
Catering is taken care of: Free coffee specialties and water are at your disposal at any time as well as a canteen and a cafeteria.
Individual development: With a personal development plan and continuous training you will reach your goals with us. In addition, with "Beyond" you can also get a taste of other interesting areas by means of job or project rotations.
Retirement provision: Various models of retirement provision are available to you (e.g. capital-forming benefits, company pension scheme, etc.)
Social commitment: We are also involved outside the company, you have the opportunity to participate in Telefónica "Volunteering Days" or "Volunteering Holidays", for example.
Health: Under FEEL GOOD you will find a wide range of offers for your personal health and the compatibility of work and leisure. It ranges from exercise and relaxation programmes, webinars and cooperation projects to a comprehensive range of advice on child and elderly care and psychosocial counselling.


How to apply and what else you should know?
Convince us with your meaningful curriculum vitae as well as corresponding certificates. You do not need a letter of motivation with us. Please note that applications are only possible via our applicant portal and applications by e-mail cannot be considered.
Do you have questions about our application process and are you interested in further information about the position? Please reach out to our Talent Operations Team (
In case of same qualification, applicants (m/f/d) with severe disability will be preferred. All gender are equally welcome.