Head of Sales (B2C – Telecom)

About the role

The Head of Sales (B2C – Telecom) will lead the transformation of the end‑to‑end customer experience across all B2C telecom products, including FTTH, Fiber, 5G and digital services. Reporting to senior leadership, the role combines strategic vision with hands‑on execution to ensure a seamless, consistent and differentiated experience at every customer touchpoint.

Key responsibilities

• Define and execute the B2C customer experience (CX) strategy aligned with commercial and growth objectives.
• Own the complete customer journey—from pre‑sales through onboarding, activation, usage, support, retention and renewal.
• Establish CX frameworks, standards and governance across all B2C channels.
• Ensure superior experience for FTTH, Fiber and 5G services, coordinating with Network, IT, Product and Operations teams.
• Oversee CX across digital channels, field technicians and installation teams to drive omnichannel consistency.
• Monitor and improve key CX metrics such as NPS, CSAT, CES, churn, complaints and first‑time resolution.
• Lead Voice of Customer programs, process re‑engineering and automation initiatives.
• Introduce digital CX solutions including self‑service portals, AI chat‑bots and proactive notifications.

Required profile

• Minimum 10 years of experience in B2C telecom sales or customer experience leadership.
• Proven track record of designing and executing CX strategies that drive growth and retention.
• Strong analytical mindset with ability to translate data insights into actionable improvements.
• Excellent stakeholder management skills across network, product, IT and operations functions.

Required skills

• 5G
• FTTH Fiber
• AI chatbots
• Digital CX solutions