Senior to Lead Manager - Consumer Experience job
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Senior to Lead Manager (Vendor Management) - Consumer Experience
A Senior - Lead Consumer Experience Manager is required to join one of the Global Leading Electronics, Health and Well-being organisations to be responsible for the overall Consumer Experience and Operational Excellence in Contact Centre Service and Support (Phone/Email/Chat).
You will be part of a High Potential Programme which will give you the opportunity to progress into a Global Consumer Experience role leading to Directorship.
Being part of the Consumer Care division (TVs, Shavers etc) will see you implementing the Global Strategy for Contact Centres where you will oversee 65 Contact Centre Heads and spearhead the relationship between the client and the outsource provider (Contact Centre).
Please note: You must be willing to work on a split location basis where you will spend approximately 60% of your time in Kingston and 40% of your time in Guildford.
Responsibilities
Vendor Management - Communicating with external vendors and internal business departments with focus on Call Centre Support Teams ensuring that the outsourced relationship is aligned to business standards.
Internal Relationship Management - Liaison with Consumer Experience Managers, the Director of Consumer Experience and Marketing teams to support key market initiatives in driving and retaining consumer loyalty and high NPS.
Supply Chain Management - To provide regular and consistent feedback on Consumer Experience in order to recommend and drive Change throughout the Consumer Experience domain.
Drive local improvements for Net Promoter Score (NPS) for phone/email/chat and web
Manage SLAs with European third party call-centre organisations
In order to be considered for the role you must have the following:
A track record in Consumer Care
5+ years experience of managing Outsourced Operations (Preferably Call Centre Operations as a Senior Manager or Site Director (although other forms of Vendor Management will be considered)
A detailed understanding of marketing and consumer needs
Bachelor - University degree or equivalent
Willingness to travel
This vacancy is being advertised by s.com Group Ltd. The services advertised by s.com Group Ltd are those of an Employment Agency and an Employment Business.
s com® is the registered trademark of S.Com Group Ltd
