Head of Customer Base Management

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Would you like to shape how Telia builds long-term customer relationships and sustainable growth in B2B?

Are you a leader who enjoys combining customer insight, data and collaboration to create meaningful customer and business value? Do you believe strong teams, trust and clarity are key to long-term success? Then this could be the role for you.

I'mAnne Hedberg, Head of Business Management, and I'm searching for someone ready to grow with us at Telia Business Management B2B. To further strengthen how we develop, retain and grow the value of our existing customer base, we are now looking for a Head of Customer Base Management to Telia B2B.

In this role, you will report directly to Head of Business Management and will be part of the Business Management Leadership Team and lead a highly skilled team responsible for lifecycle management and customer value development across Telia's B2B business.

What you'll do:

This role is about creating sustainable customer value over time for customers, colleagues and the business.

As Head of Customer Base Management, you are responsible for developing how Telia works with the full B2B customer lifecycle. You ensure that customer insight, analytics and structured lifecycle activation translate into stronger customer relationships, improved retention and profitable growth.

You will lead through collaboration, empowerment and clear priorities. Your work will influence how we communicate with customers, develop customer journeys and proactively manage customer relationships across all B2B segments.

Your success will be measured through customer lifetime value, churn development, ARPA growth and overall customer satisfaction and profitability.

Key responsibilities:

• Lead, coach and develop the Customer Base Management team, fostering an inclusive, high-performing and customer-centric culture.
• Own and develop Telia's B2B customer lifecycle strategy across onboarding, usage development, renewal, upsell, cross-sell and win-back, ensuring clear priorities and scalable execution across channels.
• Own governance and direction for B2B customer-base communication, including mandatory and commercial lifecycle communication such as price adjustments, migrations, service changes and portfolio phase-outs, in close collaboration with Commercial, Product and Marketing & GTM.
• Drive customer value growth through proactive lifecycle activation, churn prevention, retention and reactivation programs, based on behavioral insight, segmentation and predictive analytics.
• Establish and steer lifecycle performance frameworks, ensuring continuous optimization of customer journeys, campaigns and customer engagement.
• Ensure that customer insight, behavioral analytics and lifecycle performance data support pricing strategy, offer development and portfolio roadmap decisions together with Commercial Management and Product Management.
• Own the strategic development of lifecycle data, segmentation and targeting capabilities together with Data & Analytics teams.
• Support Sales and Commercial initiatives through targeted customer-base programs that strengthen customer development and pipeline growth.
• Contribute to building a strong customer-centric culture across Telia B2B.

What will help you thrive in this role:

To be successful in this role, we believe you have experience working with customer lifecycle management, customer value development or similar commercial roles in B2B environments. You likely have experience leading teams or cross-functional initiatives and enjoy developing both people and business performance. You are comfortable working with customer insight and data and enjoy translating analysis into actions that improve customer experience and business outcomes.

Key experience:

• Leadership experience from working with customer lifecycle management or similar commercial roles in B2B organizations.

• Experience from telecom, subscription-based businesses or other customer-centric industries is valuable but not required to succeed in this role.
• Enjoy working cross-functionally and building strong, trust-based relationships.
• Have experience leading and developing teams in complex organizations.
• Are structured and thoughtful in how you approach challenges and opportunities.
• Have the ability to balance strategic direction with operational execution.
• Are curious, collaborative and motivated by continuous learning.
• Hold a university degree in Business, Economics, Marketing, Analytics or similar - or have built equivalent experience through your career.

At Telia, we believe diverse perspectives strengthen our teams and decisions. If you feel excited about this role but are unsure whether you meet every qualification, we warmly encourage you to apply.

What we offer

When you join us, you'll receive a comprehensive benefits package tailored to your local market, opportunities for remote work, and more. You'll also have the chance to earn a bonus based on your performance and Telia's results.

Ready to make better happen?

We look forward to receiving your application by2025-03-02.

Please note that we might close the position earlier if we find the right candidate, so don't wait too long to apply!

If you're selected for the next stage, you'll be contacted by ourTalent Acquisition Partner. Background and reference checks will be part of the process.

Want to know more about this role? Please reach out toAnne Hedberg, anne.hedberg@teliacompany.com.

Equal opportunities

At Telia, we recognize talent byprofessional 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 whereyour uniqueness is our strength.

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