The Change Partners are working with a Tier-1 Consumer Electronics brand who are looking to hire a Head of Contract Centre Channel Strategy.
You’ll be the main person making sure products are well represented in contact centres across the UK and Ireland. This means supporting the sales teams, managing relationships with partner companies, and making sure the people selling products have the right info and training.
You’ll also lead a team that helps get feedback from the field and turns it into actionable insights for management. Essentially, you’re the bridge between the contact centres, retail teams, and head office.
Key responsibilities:
* Be the go-to person at head office for anything related to contact centres.
* Oversee 40+ contact centre sites with a team of between 70-100, supporting more than 15,000 agents.
* Take insights from the field and report them to head office and sales teams.
* Lead your direct reports and wider team, helping them perform well.
* Monitor performance and make sure sales targets in contact centres are hit.
* Keep a 12–24 month strategic plan and adjust it as needed.
* Analyse sales data, training, and performance to spot opportunities.
* Help develop contact centre strategies and improve experiences.
* Take part in business planning and ensure contact centres follow Samsung’s directives.
* Manage external partners (telecom operators/retailers) to keep relationships strong.
* Make sure new products launch smoothly and report back on progress.
* Support sales development, working closely with marketing and sales teams.
* Co-manage a field team, keeping them aligned with company goals.
* Ensure contact centre experiences are great for agents and customers.
* Build strong relationships internally and externally.
* Track sales and targets to make sure goals are exceeded.
* Act as the link between different departments (product training, marketing, operations).
* Work with agencies to make sure the right partners are doing the right jobs.
* Manage budgets and contracts effectively.
Your background:
* Experience in contact centre operations/strategy/transformation.
* Good understanding of how customers shop and experience products.
* Ability to help shape the positioning of the brands products and upsell via customer service channels.
* Strong project management and multitasking skills.
* Can communicate with senior leaders and give clear presentations.
* Detail-oriented and delivery-focused.
* Problem solver with a track record in using insights to make improvements.
* Experience managing field marketing or similar teams.
* Can understand sales trends, analytics, and manage a multi-million-pound P&L.
* Comfortable working strategically with agencies or third parties.
Please apply for further information.