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Head of SMB Propositions & Customer Value Management

Date: 26-Jun-2022

Location: SLOUGH, GB

Company: Telefonica S.A.


It matters to us that Team O2 is as diverse as the communities we serve. 

We’re aware that we need more diversity in our senior leadership roles, so we welcome and encourage people from all backgrounds to apply. 

Whoever you are, O2 has a place for you. 

Come join us.

Role dimensions:

Direct Reports: 7

Budget/financial accountability: Delivery of SMB P&L key metrics influenced by customer and commercial proposition activities

Location: Slough/ Reading

Closing Date: TBC


Role purpose:


  • Lead the Customer & Commercial Propositions and Customer Value Management teams to achieve the SMB in-year P&L plan and longer-term SMB growth plan
  • Deliver compelling customer propositions and commercial actions that deliver sustainable and profitable growth of the SMB segment


Key responsibilities & accountabilities:


  • SMB segment expert on SMB customers, markets, channels and commercials (including pricing) and use to drive and deliver the SMB growth plan
  • Responsible for ideation, creation and delivery of compelling customer strategies including acquisition, retention, and in-life growth
  • Responsible for identifying, delivering and performance management of compelling, ahead of the game customer propositions and tactical offers to establish VMO2 as #1 customer choice across its chosen key customer value segments
  • Responsible for ensuring VMO2 has a proactive, customer-centric and commercially astute approach to Customer Value Management
  • Accountable for on time, in full, on-budget deliveries of individual propositions and offers and key customer product deliverables
  • Constantly seeks improvement in areas to establish and sustain VMO2 as #1 supplier of choice in the SMB market
  • Innovates to ensure VMO2 is never ‘me too’ in the market vs. key competitors
  • Ensures all customer-impacting initiatives, including regulatory are catered for appropriately


Essential skills, knowledge, or experience:


  • Extensive experience of leading a customer propositions team with proven success at influencing key customer and commercial OKRs
  • Experienced and confident across the full marketing mix: pricing, product, communications and channels
  • Confident at leading in a matrix organisation and influencing up to / including board level
  • Strong team leader, able to provide an inspirational vision and approach to transforming VMO2 to a provider of digital-first, market differentiating propositions across the customer life-cycle
  • Confident across the commercial mix and spotting commercial lever opportunities for growth
  • Experience in telco, ICT or similar customer service industries required
  • Experience in SMB segment preferable


We’ll be sending you emails about the status of your application. To make sure you receive these, please add and to your Safe Senders list.

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.  

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

We also believe a great work-life balance is important, so we’re open to considering flexible working arrangements. Like to know more, feel free to raise it.  

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places. 

If you have any questions around the role then please email who will be happy to help.