Head of Customer Care Division

Head of Customer Care Division

I’m Elina Dapkevičiene, Head of Sales and Customer Care Division of Telia Lietuva, and I’m currently looking for an experienced Head of Customer Care Division to join my team.

In this role, you will shape the future of our customer care operations and ensure we deliver exceptional experiences to our customers every day.

As a senior leader, you will drive the customer care strategy, strengthen a customer-first culture across the organization, and ensure our customer service operations contribute to sustainable and efficient business growth.

Team & scope of the role

As Head of Customer Care Division, you will lead a large and dynamic organization of approximately 150 customer care professionals.

Your division operates across four locations in Lithuania — Vilnius, Kaunas, Šiauliai, and Panevėžys — delivering customer support through multiple service channels.

You will be responsible for ensuring consistent service quality, strong leadership, and operational excellence across all locations, while fostering a unified culture and shared vision across geographically distributed teams.

What you’ll do:

• Define and lead the Customer Care Division strategy, ensuring alignment with the company’s overall business goals.

• Lead and develop high-performing customer care teams, empowering leaders and fostering collaboration.

• Oversee customer care operations, ensuring high performance against sales KPIs, service quality and operational efficiency.

• Drive a customer-centric culture and continuously improve customer experience across all service channels.

• Partner with senior leaders across the organization to integrate customer insights into business decisions.

• Lead business planning for the division, including budgeting, resource allocation, and strategic initiatives.

• Identify and drive opportunities to simplify processes, enhance customer loyalty, and create long-term value for the business.

What will help you thrive in this role:

You are a strategic leader who combines strong business understanding with a passion for delivering best in class customer experiences.

You bring:

• Proven ability to lead large scale customer care & support, sales or customers experience operations by inspiring, developing and empowering your teams and their leaders

• Strong strategic and analytical thinking as well as business acumen

• Willingness and capability to challenge status quo and look and proceed with new solutions both through technologies and teams

• A strong focus on customer experience, performance, continuous improvement and efficiency

• Excellent stakeholder management and communication skills

• A team player character

• University degree in Business, Marketing, or related field.

• Proficiency in English and Lithuanian (verbal and written).

Join us to shape smarter living for people, businesses, and the planet

At Telia, we’re a team of 15 000 colleagues across the Nordics and Baltics, passionate about technology and connectivity. As a Leading Telecommunications Operator, we drive long‑term progress through large‑scale, impactful projects in an inclusive environment.

Here, you can grow your skills, lead meaningful projects, and thrive in a supportive environment. Whether you’re taking your first step or your next, Telia is a place to grow, belong, and make a real impact.

What we offer:

At Telia, we care about your well-being, growth, and sense of belonging:

• Additional health insurance and pension plans

• Workation: work from anywhere in the EU for up to 30 days per year

• Extra vacation days based on tenure (up to 5 additional days)

• Discounts on Telia services, including free home internet

• Partner offers and discounts (SPA, cafes, events)

• Telia Kids Club: summer camps for employees’ children

• Company-supported sports activities (yoga, basketball, running)

• Internal training, leadership programs and job shadowing to explore new roles

• Free on-site charging stations for electric vehicles – available for both work-related and personal use.

…and more.

Monthly salary range for this position – 6500 - 7750 EUR (gross) + annual performance bonuses, depending on your skills and experience.

Ready to make better happen?

We look forward to receiving your application in English by 16/08/2026 and to make sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We are not able to handle applications via e-mail or equivalent.

Want to know more about this role? Please reach out to Helen Väljaste, Talent Acquisition Partner – Executive Search at [email protected]. Background and reference checks will be part of the process. 

Equal opportunities

At Telia, we recognize talent by professional skills and growth potential. We champion diversity, ensuring every individual’s needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we’re dedicated to fostering an inclusive work environment where your uniqueness is our strength.

Join us and let’s make better happen - together!