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Head of eStore Customer Support & Contract Centre

77994 - 74874

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  • Accountable for the effective and efficient handling of all contact centre support enquiries for eStore across all our contact channels
  • Supporting and directing internal and external teams totalling circa 100 FTE. Leading role in planning & forecasting, change control, operational delivery, quality assurance, insight and employee engagement, whilst ensuring our strategic partners fulfil their commitments and obligations in these business areas. Review and approve recruitment & attraction strategies and training, learning & development practices.
  • Contractual and commercial responsibilities such as SoW, MSA and invoice reviews. Responsible strategic owner in business reviews.
  • Conduct regular audits on critical business areas. Accountable for key measures of success.
  • Accountable for driving strategies to reduce contact vs. sales ratios.
  • Accountable for being the pivotal partner to propose, implement and own new initiatives to drive sales and sales conversion. Such as sales through service programmes, upselling programmes, loyalty sales programmes, outbound sales programmes.
  • Accountable for our independent quality assurance programme, directing our strategic partner responsible. Sustain a collaborative working culture between our strategic partners.
  • Accountable for production of return on investment models/proposals and the successful implementation of assigned projects and initiatives; by adopting an agile approach as appropriate to ensure controlled implementation of defined changes.
  • Responsible for vendor RFP tender and selection process for new systems and providers.
  • Accountable for eStore direct sales Contact Centre reporting, analysis and insights.
  • Accountable for ensuring our strategic partners maintain effective governance of pending case and ticket management.
  • Accountable for the successful introduction of new promotions, product sales and services from an eStore direct sales customer support and experience perspective.
  • Accountable for sustaining a continuous closed feedback loop connected to all areas of the business to facilitate continuous improvement.

  • Consistently act in a diplomatic, professional, and credible manner with internal and external business associates.
  • Minimum 4 years' experience of leading consumer electronics, customer support operations
  • Minimum 10 years' management experience of customer services, contact centres and BPO/outsourcing
  • Requirement to have proven experience in customer experience/service, contact centres and BPO/outsourcing both on the 'client side' and as the supplier/vendor
  • Proven experience of project management and successful implementation into BAU operations of customer support projects and initiatives
  • Proven Senior leadership experience in contact centre environments, strong operational management experience is key
  • Proven experience of formulating, owning and delivering strategies to positively impact business and/or sales conversion performance
  • Strong and proven vendor management skills
  • Experience of developing, administering, governing and driving utilisation of CRM tools
  • Strong analytical, reporting and presentation skills
  • Excellent data driven decision maker
  • Ability to effectively performance manage vendors and their operational delivery
  • Networking and relationship management at subsidiary, RHQ and HQ level
  • Experience in strategic partner/partner companies'/vendor management
  • Excellent verbal and written communication skills
  • Strong business relationship building and networking skills
  • Ability to multitask, effectively prioritise and meet deadlines in a fast-paced environment
  • Highly organised, ability to work under pressure and to challenging timelines
  • Passionate about customer experience and an authority on customer experience trends, themes and best practice, thus assuming a critical role as trusted advisor on the subject for the organisation
  • Tenacious approach to problem solving

Large FTSE 100 global business which is rapidly growing

  • Very competitive salary
  • Ongoing long term contract
  • Role to start asap
  • Experience working in a global well known company

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