To improve customer care and create the digital experience Telia Lietuva establishes a new unit of Direct and Digital Channels.
Starting from 1 January 2019 this unit will unite specialists of direct customer care, digital channels and sales support from the current Business to Consumers (B2C) and Business to Business (B2B) units as well as specialists of service implementation from the current Technology unit.
After separation of the customer care function, current B2C and B2B units will concentrate on service development and creation of customer offering. Technology unit will focus on telecommunication network development and maintenance as well as development of IT systems.
Following the implementation of the new organisational structure and based on Telia’s desire to structure customer offers on business insights from inception to placement on the market, the Company’s data management and analytics resources as well as marketing function from the current Marketing and Communication unit will be concentrated in the B2C unit.
In addition to the new head of the Direct and Digital Channels, Telia Lietuva is also recruiting a new head of the B2C division.