Retail Experience & Performance Lead

We’re looking for a Retail Experience & Performance Lead to join us at Telia.

I am Lina Buivydienė, leading the Proactive Sales Division (Retail and Telemarketing) at Telia Lithuania. Right now, I am looking for a Retail Experience & Performance Lead to join my team — a role that will have significant impact across our entire retail network.

What you’ll do:

This is an expert level role requiring strong understanding of retail processes and customer experience. You will be the key person driving solutions that improve customer journeys in physical stores, increase operational efficiency, and support teams with data driven insights.

Your responsibilities will span three core areas: customer experience (CX) and journey analysis, retail performance management, and data analytics with KPI development. If you excel in analysis, see the “big picture,” enjoy solving problems, and proactively drive change — this role is for you.

Your responsibilities include but are not limited to:

Analyze customer journeys in physical stores, identify pain points, and initiate improvements.

Evaluate footfall, conversion, average basket size, and labor efficiency across the network.

Build and enhance KPI monitoring models, integrating data from multiple sources.

Prepare clear, visual reports and provide actionable insights to management and operational teams.

Assess store layouts, navigation, and customer flow; propose optimization solutions.

Conduct competitive benchmarking and monitor market trends to identify innovation opportunities.

Lead and coordinate CX and operational efficiency projects, including pilots, testing, and rollout.

Evaluate the impact of initiatives on sales, OPEX, and ROI.

Collaborate closely with IT, Marketing, Analysts, Logistics, and other teams.

What will help you thrive in this role:

Strong analytical and problem solving skills.

Experience in retail, CX, operational efficiency, process improvement, or analytics.

Ability to manage several initiatives, identify risks, and balance priorities.

Excellent communication and stakeholder management skills.

Fluency in English and Lithuanian.

Proactive mindset and the ability to influence through expertise rather than direct authority.

Knowledge of Lean / CI methodologies, service design, or project management — an advantage.

Join us to shape smarter living for people, businesses, and the planet

At Telia, we’re a team of 15 000 colleagues across the Nordics and Baltics, passionate about technology and connectivity. As a Top Employer and Sustainability Leader, we drive change with large-scale, impactful projects while building a sustainable, inclusive world.

Here, you can grow your skills, lead meaningful projects, and thrive in a supportive, diverse environment. Whether you’re taking your first step or your next, Telia is a place to grow, belong, and make a real impact.

What we offer

At Telia, we care about your well-being, growth, and sense of belonging:

• Additional health insurance and pension plans

• Workation: work from anywhere in the EU for up to 30 days per year

• Extra vacation days based on tenure (up to 5 additional days)

• Discounts on Telia services, including free home internet

• Partner offers and discounts (SPA, cafes, events)

• Telia Kids Club: summer camps for employees’ children

• Company-supported sports activities (yoga, basketball, running)

• Internal training, leadership programs and job shadowing to explore new roles

• Free on-site charging stations for electric vehicles – available for both work-related and personal use.

…and more.

Monthly salary range for this position – 3000 to 4500 Eur (gross) + annual performance bonuses. Although it may vary depending on your skills and experience.

Ready to make better happen?

We look forward to receiving your application by 20th of February. Please note that we might close the position earlier if we find the right candidate, so don’t wait too long to apply!

If you’re selected for the next stage, you’ll be contacted by our Talent Acquisition Partner. Background and reference checks will be part of the process.

Want to know more about this role? Please reach out to

Equal opportunities

At Telia, we recognize talent by professional skills and growth potential. We champion diversity, ensuring every individual’s needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we’re dedicated to fostering an inclusive work environment where your uniqueness is our strength.

Join us and let’s make better happen - together!

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