ARE YOU THE ONE? As our Lead Contact Centre Strategy & Operations Manager you’ll be responsible for helping to position Samsung as the UK’s number one manufacturing partner across UK and overseas call centres. You’ll work with senior stakeholders and channel partners to shape and deliver long-term strategies that drive business growth, brand engagement, and customer consideration for 2026 and beyond. In this role, you’ll be leading a high-performing team, collaborating across retail operations, training, and channel management to influence and inspire agents both onshore and offshore. Ready to lead change and shape the future of contact centre operations? APPLY NOW! WHAT YOU’LL BE UP TO Be the voice of change across all channel partner Contact Centre sites ensuring alignment of key objectives Own and maintain the Contact Centre roadmap holding key stakeholders accountable for delivering change across key channel partners Contribute to and implement an effective strategy that drives clarity on how to improve Samsung UK (SEUK) KPI’s each quarter Vendor / agency management helping shape all planned activities and outputs as well as budget optimisation to ensure alignment with the Mobile Experience team (MX) budget Lead and manage channel specific strategic initiatives to enhance Samsung’s offering by account, with a focus on agent engagement and sell out opportunities Support the MX Contact Centre Lead with budget management and forecasting for all activity across each contact centre site for all channel partners Work collaboratively with Retail Field Lead to construct a quarterly plan for field visits & activities that will be deployed Liaise with GTM and Projects teams to ensure all Contact Centre furniture is up to date for key launches ARE YOU OUR PERFECT PARTNER? Experience and/or demonstrated understanding of UK and Overseas Contact Centres environments Experience and/or understanding of the telecommunications industry Good commercial awareness and critical thinker Able to successfully negotiate and influence Experience managing internal and external stakeholders and partners Budget management and forecasting experience Able to interpret data and insights in a compelling and comprehensive way Able to commit to 2-3 office or offsite days per week Full UK driving license Flexible to travel both UK and internationally WHAT YOU CAN EXPECT FROM US Competitive Salary: £60,000 - £70,000 Per Annum 10% Bonus Company Car Company Sick Pay Life Assurance: 4 times your annual salary Access to a range of discounts and perks across our key partners & beyond Development Opportunities WHO ARE WE? Brand Partnership Group empowers brands to move faster, think smarter and connect deeper. We drive change through future-focused insights, technology and impactful partnerships. Bridging brands and consumers to unlock growth, accelerate transformation and create meaningful, lasting impact. WE TURN HUMAN CONNECTION INTO BRAND GROWTH POINTS TO NOTE: Reasonable adjustments: We would like you to perform at your best at every stage of our recruitment process. Please contact us using talent@wearebpg.com if you require any adjustments that would support you throughout your application Whilst we strive to adhere to our closing dates, we may close the vacancy early based on interest or the progression of the role Please note this is an advert for our job vacancy, and therefore may not be inclusive of all assigned duties, responsibilities, or aspects of the role described, and may be amended at any time at the sole discretion of Brand Partnership Group If you’re an internal candidate, remember to use your company email address to apply Flexible working: We welcome you to ask about flexibility at interview stage and we will explore what is possible for the role.