At a Glance
- Tasks: Lead and shape strategies for Samsung's contact centre operations across the UK and overseas.
- Company: Join Samsung, a leading tech brand with a focus on innovation and growth.
- Benefits: Competitive salary, bonuses, company car, and access to exclusive discounts.
- Other info: Flexible working options and excellent development opportunities await you.
- Why this job: Be a key player in transforming contact centre operations and driving business success.
- Qualifications: Experience in contact centres, strong negotiation skills, and budget management expertise.
The predicted salary is between 60000 - 70000 € per year.
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.
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.
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.
Flexible working: We welcome you to ask about flexibility at interview stage and we will explore what is possible for the role.
LEAD CONTACT CENTRE STRATEGY & OPERATIONS MANAGER in Chertsey employer: Blue Square
At Samsung, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As the Lead Contact Centre Strategy & Operations Manager, you'll not only lead a high-performing team but also have access to competitive salaries, generous benefits, and ample development opportunities, all while working in a flexible environment that values your contributions and well-being. Join us in shaping the future of contact centre operations and enjoy the unique advantages of being part of a global leader in technology.
StudySmarter Expert Advice🤫
We think this is how you could land LEAD CONTACT CENTRE STRATEGY & OPERATIONS MANAGER in Chertsey
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Samsung through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching Samsung’s recent projects and initiatives in the contact centre space. Show us you’re not just interested in the role but also passionate about the company’s direction and goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role. We want to hear how you can lead change and drive growth, so make it clear and compelling.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show us that you’re genuinely interested in the position. Plus, it’s a nice touch!
We think you need these skills to ace LEAD CONTACT CENTRE STRATEGY & OPERATIONS MANAGER in Chertsey
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Lead Contact Centre Strategy & Operations Manager. Highlight your experience in contact centres and any relevant achievements that align with Samsung's goals. We want to see how you can help us drive business growth!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share your vision for the future of contact centre operations and how your skills can help us achieve our objectives. Keep it engaging and personal!
Showcase Your Stakeholder Management Skills:In this role, you'll be working with various stakeholders. Make sure to highlight your experience in managing relationships and influencing decisions. We love seeing examples of how you've successfully collaborated with others to drive change!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to keep track of your application and ensure you don’t miss out on any updates. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Blue Square
✨Know Your Stuff
Make sure you have a solid understanding of the contact centre landscape, especially in the UK and overseas. Familiarise yourself with Samsung's current strategies and how they align with industry trends. This will help you speak confidently about how you can contribute to their goals.
✨Showcase Your Leadership Skills
As a Lead Contact Centre Strategy & Operations Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, particularly in driving change and improving performance. Highlight your ability to inspire and influence others.
✨Be Data Savvy
Since the role involves interpreting data and insights, brush up on your analytical skills. Be ready to discuss how you've used data to drive decisions or improve KPIs in previous roles. This will demonstrate your commercial awareness and critical thinking abilities.
✨Prepare for Stakeholder Management
You'll be working with various stakeholders, so think about your experience in managing relationships. Prepare to discuss specific instances where you've successfully negotiated or influenced key partners. This will show that you're capable of handling the complexities of the role.
