Commercial Forecasting and Planning, Europe - Senior Manager

Commercial Forecasting and Planning, Europe – Senior Manager

Join to apply for the Commercial Forecasting and Planning, Europe – Senior Manager role at SquareTrade Europe

Company Description

SquareTrade is the fastest growing partner in the global device protection market and we work with many of the world’s largest operators, retailers and manufacturers. Our obsession with putting the customer first – from transparent T&Cs to better products, always‑available online claim filing and flexible resolution options – is underpinned by an exceptional team. This is the secret behind our continued shake‑up of the industry. We transform a “bad” service category into one that empowers people to take care of the things that keep life running smoothly. Together, we share the same goal: to completely change what people expect from an insurance plan.
We protect over 140 million devices globally and work across Europe, with partners including Apple, T‑Mobile and Telenor. We have pioneered fully‑digital claims, choice of resolution options, next‑day exchange and same‑day services via local and on‑site repair. Our European ambition continues to grow as we step into new sectors such as B2B, CE insurance and trade‑in products.

Job Description

The Commercial Forecasting and Planning Senior Manager is a pivotal strategic role at the heart of Customer Operations, delivering our ambitious transformation agenda. With significant visibility across senior leadership, you will influence core decisions that shape future RFP wins, the annual Operating Plan, commercial performance and long‑term customer support strategy.

Job Responsibilities

• Own the Europe CS cost forecast, aligned with FP&A and the Operating Plan.
• Track and validate all cost‑saving initiatives, ensuring clear sequencing, risks and mitigations.
• Produce monthly commercial performance insights, highlighting variances, risks, opportunities and cost‑to‑serve trends.
• Ensure OSP invoicing accuracy and compliance with contracts.
• Deliver accurate multi‑channel resource forecasts and lead OSP headcount planning.
• Optimise capacity and schedules to meet SLAs at the lowest efficient cost.
• Improve forecasting, scheduling and intraday performance through enhanced WFM processes and tools.
• Lead annual and long‑range workforce and cost planning cycles.
• Maintain strong WFM governance across the outsourced network.
• Model support costs for new business and RFP activities.
• Drive continuous improvement through insights on WFM technology and market trends.
• Enhance reporting to increase visibility of cost drivers and forecasting accuracy.
• Act as a trusted commercial partner, turning operational trends into clear financial insights.
• Build strong relationships with OSPs, initiative leads and senior stakeholders to deliver service and financial outcomes.

Qualifications

• Data & analytical skills: proficiency with large datasets (advanced Excel) and data analysis tools, high attention to detail and ability to turn data into insight.
• Commercial acumen: proven ability to manage budgets, forecast costs and lead cost‑saving initiatives; understand and challenge operational, financial and contractual drivers of cost and efficiency.
• Leadership and communication: proven ability to manage projects, lead teams and communicate complex information effectively to diverse audiences.
• Stakeholder management: strong influencing, negotiation, communication and relationship‑management skills; influence decision‑making with internal and external stakeholders.
• Highly organised, proactive, able to manage multiple priorities and deadlines with a strong focus on outcomes.
• Commitment to continuous learning, including use of automation/AI to streamline resource planning, forecasting and reporting.
• Strong MS Excel and PowerPoint skills (must); SQL skills (desirable).

Experience

• Minimum 5 years deep experience in demand and resource planning and forecasting within complex operational environments.
• Experience managing outsourced operations and third‑party suppliers (desirable).
• Experience with complex multi‑channel contact centres and hands‑on experience with leading WFM systems (e.g. NICE IEx) (desirable).
• Salesforce experience (desirable).
• Background in insurance or regulated environments (desirable).

Education

• A bachelor’s degree in a related field.

Additional Information

We work in a hybrid model: 3 days in the office, 2 days from home.

All your information will be kept confidential according to EEO guidelines.

SquareTrade is an Equal Opportunity Employer.

Recruitment Details

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