Senior Manager, Partner Success – Service Experience & Trust

Job Description

The Senior Manager, Partner Success – Service Experience & Trust owns the full in-life lifecycle for Fixed Wholesale Partners here at Virgin Media O2 (VMO2) — ensuring seamless onboarding into the portfolio, strong relationship development, proactive service management, and a mature governance model that drives trust and long-term growth.

You will design and implement a bold service experience strategy that underpins partner satisfaction, strengthens trust, and delivers measurable improvements in revenue, TCV, churn, and operational performance.

A strategic, influential leader, you will act as the senior Voice of the Partner, driving structured service transformation, influencing senior stakeholders, and leading a high-performing team to deliver best-in-class partner experience.

Partner relationships are key. With your strong people, service and sales skills you will create, nurture and develop Partner relationships, leading by example in driving face to face partner interactions, enabling us to be the Partner of choice for our customers.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, impactful teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer, and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

The must haves

In order to be considered for this role you must have the following experience:

• Proven Senior leadership experience in service management, partner success, or strategic customer operations.
• Strong track record of owning complex customer or partner lifecycles
• Previous success in a role requiring strong commercial and financial knowledge, with a track record of negotiating and delivering significant sales opportunities.
• Demonstrable track record of designing and landing service strategies.
• Significant experience leading programmes of improvement and change.
• Data-led decision maker with proven experience in forecasting, insight, VOC/NPS, and performance analytics.
• Previous success in a role requiring you to produce polished, senior-level visual materials, business cases and supporting documentation

The other stuff we are looking for

We'd also love it if you could bring:

• a transformation focus/mind-set

What's in it for you

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include two stage interview process.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

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