At a Glance
- Tasks: Lead and shape strategies for Samsung's contact centre operations across the UK and beyond.
- Company: Join Brand Partnership Group, a leader in driving brand growth through innovation.
- Benefits: Competitive salary, bonus, company car, and access to exclusive discounts.
- Other info: Flexible working options and excellent development opportunities await you.
- Why this job: Be at the forefront of transforming contact centre operations and making a real impact.
- 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) KPIs 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.
LEAD CONTACT CENTRE STRATEGY & OPERATIONS MANAGER in Chertsey employer: Brand Partnership Group
At Brand Partnership Group, 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 bonuses, and extensive development opportunities, all while working in a flexible environment that values your contributions and encourages personal growth.
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 your connections in the industry, especially those who work at Samsung or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by researching Samsung's current strategies and challenges in the contact centre space. Show us you’re not just another candidate; demonstrate your understanding of the market and how you can contribute to their goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role. We want to hear about your successes in managing teams and driving change—make it compelling and relevant!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team and making an impact.
We think you need these skills to ace LEAD CONTACT CENTRE STRATEGY & OPERATIONS MANAGER in Chertsey
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about leading change in contact centre operations and shaping strategies that drive growth.
Tailor Your Experience:Make sure to highlight your relevant experience in UK and overseas contact centres. We’re looking for specific examples that demonstrate your understanding of the telecommunications industry and your ability to manage stakeholders effectively.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and skills stand out without unnecessary fluff. This will help us see your potential quickly!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Brand Partnership Group
✨Know Your Contact Centre Landscape
Familiarise yourself with the current trends and challenges in both UK and overseas contact centres. Be ready to discuss how these insights can shape Samsung's strategy and operations, showing that you understand the environment you'll be working in.
✨Showcase Your Stakeholder Management Skills
Prepare examples of how you've successfully managed internal and external stakeholders in previous roles. Highlight your negotiation and influencing skills, as these will be crucial for aligning key objectives across various channel partners.
✨Demonstrate Budget Savvy
Brush up on your budget management and forecasting experience. Be prepared to discuss specific instances where you've optimised budgets or improved KPIs, as this will show your commercial awareness and critical thinking abilities.
✨Engage with Data Insights
Practice interpreting data and insights relevant to contact centre operations. Think of ways you can present this information compellingly during the interview, as being able to translate data into actionable strategies is key for this role.
