Virgin Media is the leading connected entertainment cable and broadcast business in Ireland. Every day we deliver connections that really matter for Irish Consumers and Businesses with multi award-winning services including broadband, TV, mobile and home phone. Our Virgin Media Business division provides the fastest broadband speeds and connectivity solutions for entrepreneurs, businesses and the public sector.
Virgin Media Television, our broadcast division, is Ireland’s number one commercial broadcaster offering three free-to-air channels: Virgin Media One, Virgin Media Two, Virgin Media Three, as well as the Virgin Media Player. We are a significant investor in home produced content, including news, current affairs and drama, as well as offering the best in international programming. Virgin Media Sport and our 6 Extra Sport channels offer extensive sports coverage across the UEFA Champions League and the UEFA Europa League. Our advertising sales agency, Virgin Media Solutions, creates unique, innovative campaigns for our business and for third party clients across the UK and Ireland.
Virgin Media is part of Liberty Global, one of the world’s leading converged video, broadband and communications companies, with operations in six European countries.
For further information please visit: www.virginmedia.ie
Virgin Media Business operates in all business markets from small to medium enterprise, medium to large enterprise, through direct, wholesale and partner channels. Offering Irelands fastest broadband and a range of dedicated data connectivity, fixed voice, mobile, cloud and security solutions to keep our customers connected.
The Head of Enterprise Operations and Customer Experience leads the end-to-end operational performance and customer experience strategy for Virgin Media Enterprise Business. This role drives excellence across service delivery, pre-sales, commercial performance, sales fulfilment and support, product management, and continuous process improvement. With a strong focus on CRM optimisation and customer engagement, the position blends operational leadership with a customer-first mindset to deliver reliability, elevate satisfaction, and enable sustainable business growth.
Oversee the day-to-day operations for service delivery, pre-sales, commercial performance, product management, sales operations and CRM operations.
Develop and execute operational strategies to improve our delivery experience, service experience, cost efficiency, and scalability.
Ensure alignment of operational objectives with overall business goals and KPIs.
Implement performance metrics, governance, and continuous improvement initiatives.
Manage Tech Solutions planning, delivery and support partner performance to ensure accountability for quality, efficiency, and compliance with SLAs.
Design and deliver a best-in-class customer journey across all touchpoints — from pre-sale through to in-life support.
Lead customer experience transformation initiatives, integrating digital and data-driven insights.
Establish customer feedback loops to measure satisfaction and drive improvements.
Collaborate with planning, delivery and support stakeholders in Tech Solutions to ensure our customers experience is exceptional.
Lead cross-functional initiatives to enhance process automation, digital transformation, and innovation.
Identify and implement new tools to optimize service delivery and customer experience.
Drive and realise cost efficiency across all operations teams and the wider Enterprise business unit.
Drive strategic projects related to network expansion, fibre rollout, and enterprise service delivery.
Demonstrate and advocate the Virgin Media values. Bold, Straight up & Together.
Leadership & People Management
Lead, mentor, and develop high-performing teams across multiple operational and customer-facing functions – service delivery, pre-sales, commercial performance, CRM, product, sales fulfilment & support.
Foster a culture of collaboration, accountability, and continuous operational improvement.
Build strong partnerships across departments within Virgin Media Ireland to ensure accountability and a customer first focus.
All other reasonable activities determined as necessary by the Director of Enterprise or VP of Wholesale and B2B.
Financial & Performance Management
Manage operational, project budgets and resource allocation to ensure cost efficiency and speed of delivery.
Accountability for Enterprise direct costs ensuring efficient and correct spend, the processing of adds and cancellations, associated PO management and monthly reconciliation.
Own all supplier and third-party contract management ensuring all Enterprise vendor contracts are up to date and delivering the best value to the business.
Help drive revenue and margin growth through operational excellence and customer retention.
Track and report on operational and customer KPIs, identifying trends and implementing corrective actions.
Bachelor’s degree in Business, Telecommunications, Engineering, or a related field.
10+ years of experience in telecommunications or technology operations, including people management roles.
Proven track record of managing operations and leading customer experience initiatives.
Experience in enterprise service delivery, pre-sales, CRM roll out, network deployment and contract management advantageous.
Proven ability to lead, motivate, and develop teams.
Strong understanding of customer journey design and customer experience management.
Ability to develop and execute long-term operational and customer experience improvement plans and strategies aligned with business objectives.
Proficiency in data analytics and reporting on performance metrics to inform data-driven decisions.
Excellent communication and interpersonal skills to build strong relationships with customers, stakeholders, and team members.
Strong knowledge of contract management and negotiation skills.
Ability to work in a fast-paced environment, be flexible and embrace change.
High attention to detail, someone who cares about quality in everything they do.
Strategic and analytical thinker with strong execution ability.
Passionate about building great and lasting relationships with our customers and their team.
Excellent interpersonal and communication skills and comfortable communicating with key stakeholders and at senior management levels.
Be a team player who can lead by example and inspire others on a daily basis.
Be an advocate of the Virgin Media values of Bold, Straight Up and Together.
Comfortable working in a pressurised environment with a laser focus on delivering the best support to our sales teams and exceptional customer experience.
Virgin Media is an equal opportunities employer. Having a diverse workforce is critical to the success of our business.
Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you. We’re a great place to work and we offer impressive benefits too. Get ready for a generous holiday allowance, birthday day off, contributory pension, healthcare and discounts on our fantastic mobile broadband and cable.