customer management team leader

The Customer Management Team Leader is 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, ensuring timely resolution. 

• Manage incoming demand, contribute to impact analysis, and maintain a realistic capacity plan across project, BAU, and incident work. 

• Ensure accurate planning and tracking of deliverables, milestones, and progress through maintained tools and transparent reporting. 

• Coordinate delivery execution, ensuring timely and 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. 

Who you are

• 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 in release coordination, environment readiness, or technical debt / modernization topics. 

Not a perfect fit?

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.

What's in it for you

• Competitive pay, bonus & remuneration package  

• Private Health & Medical Insurance   

• Hybrid way of working: a blend of remote and office-based working, including the option to work up to 20 days from abroad  

• Remote work equipment to help you create a comfortable, ergonomic workspace at home   

• Unlimited access to learning resources and trainings  

• Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service   

• Spirit of Vodafone Day: one day each quarter dedicated to your personal development  

• Extra days off: Vodafone Day, Family Day, Volunteering Day   

• Needless to say, we cater for your communication wherever you are  

• Office amenities (subject to the office location): such as restaurant, gym and parking  

• Special employee offers and discounts