Disconnections & Winback Supervisor
Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
What you’ll do
The Disconnections & Winback Supervisor is responsible for leading Vodafone’s customer retention operations across Mobile and Fixed services for Consumer and SOHO customers. The role oversees the end-to-end management of Port Out requests, Organic Disconnections and Winback Sales, ensuring the successful execution of retention strategies that reduce churn, improve customer lifetime value and strengthen commercial performance.
Beyond operational excellence, the role identifies churn drivers, develops proactive retention initiatives, leverages AI-driven insights and customer analytics, and creates commercial opportunities that increase sales conversion through retention and winback channels.
Key Accountabilities
- Lead and develop the Port Out, Organic Disconnections and Winback teams across Mobile and Fixed services for Consumer and SOHO customers, setting clear priorities, coaching team members and driving a high-performance culture.
- Drive customer retention and commercial performance by monitoring Save Rate, Winback Conversion, Churn Rate, Sales Performance, Productivity and Quality, and by translating performance insights into clear improvement actions.
- Design, implement and continuously improve churn mitigation initiatives, proactive retention actions and winback approaches that maximize customer value and reduce customer churn.
- Leverage AI-powered insights, predictive analytics and customer behaviour analysis to identify churn risks, optimize retention strategies, improve agent productivity and enhance customer experience.
- Collaborate closely with Commercial, Marketing, CVM, Product, Customer Care and Digital teams to ensure operational readiness for new products, offers and retention propositions, while preparing executive reporting and recommendations for senior management.
Who you are
- Experienced people leader with strong coaching, performance management and team development skills, ideally within customer operations, retention, sales, customer care or a similar commercial environment.
- Strong commercial mindset with the ability to identify sales and value opportunities within retention, disconnection and winback journeys.
- Data-driven and analytical, with the ability to interpret customer behaviour, churn trends, operational KPIs and commercial performance indicators to recommend practical improvement initiatives.
- Comfortable working with digital tools, automation opportunities and AI-enabled insights to improve productivity, customer experience and operational efficiency.
- Strong stakeholder management, communication and presentation skills, with the ability to work cross-functionally and present clear insights and recommendations to senior stakeholders.
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
- Award-winning work environment -certified #1 Top Employer in Greece
- 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 from abroad
- Unlimited connectivity with our mobile, landline and Vodafone TV services – Experience first what our customers love
- 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
- Remote work equipment to help you create a comfortable, ergonomic workspace at home
- Spirit of Vodafone days: dedicated time to pause, develop new skills and connect with our teams, values and services
- Extra days off: Vodafone Day, Family Day, Volunteering Day
- Special employee offers and discounts
#LI-Hybrid #Vodafonespirit #Togetherwecan
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.