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For Companies At a Glance
- Tasks: Lead contact centre strategy, support sales teams, and manage relationships with partners.
- Company: Join a leading Tier-1 Consumer Electronics brand with a dynamic team.
- Benefits: Competitive salary, career growth, and the chance to shape customer experiences.
- Why this job: Be the bridge between contact centres and head office, making a real impact.
- Qualifications: Experience in contact centre operations and strong project management skills.
- Other info: Work in a fast-paced environment with opportunities for innovation and collaboration.
The predicted salary is between 72000 - 108000 £ per year.
Job Description
The Change Partners are working with a Tier-1 Consumer Electronics brand who are looking to hire a Head of Contract Centre Channel Strategy.
You’ll be the main person making sure products are well represented in contact centres across the UK and Ireland. This means supporting the sales teams, managing relationships with partner companies, and making sure the people selling products have the right info and training.
You’ll also lead a team that helps get feedback from the field and turns it into actionable insights for management. Essentially, you’re the bridge between the contact centres, retail teams, and head office.
Key responsibilities:
- Be the go-to person at head office for anything related to contact centres.
- Oversee 40+ contact centre sites with a team of between 70-100, supporting more than 15,000 agents.
- Take insights from the field and report them to head office and sales teams.
- Lead your direct reports and wider team, helping them perform well.
- Monitor performance and make sure sales targets in contact centres are hit.
- Keep a 12–24 month strategic plan and adjust it as needed.
- Analyse sales data, training, and performance to spot opportunities.
- Help develop contact centre strategies and improve experiences.
- Take part in business planning and ensure contact centres follow Samsung’s directives.
- Manage external partners (telecom operators/retailers) to keep relationships strong.
- Make sure new products launch smoothly and report back on progress.
- Support sales development, working closely with marketing and sales teams.
- Co-manage a field team, keeping them aligned with company goals.
- Ensure contact centre experiences are great for agents and customers.
- Build strong relationships internally and externally.
- Track sales and targets to make sure goals are exceeded.
- Act as the link between different departments (product training, marketing, operations).
- Work with agencies to make sure the right partners are doing the right jobs.
- Manage budgets and contracts effectively.
Your background:
- Experience in contact centre operations/strategy/transformation.
- Good understanding of how customers shop and experience products.
- Ability to help shape the positioning of the brands products and upsell via customer service channels.
- Strong project management and multitasking skills.
- Can communicate with senior leaders and give clear presentations.
- Detail-oriented and delivery-focused.
- Problem solver with a track record in using insights to make improvements.
- Experience managing field marketing or similar teams.
- Can understand sales trends, analytics, and manage a multi-million-pound P&L.
- Comfortable working strategically with agencies or third parties.
Please apply for further information.
Head of Contact Centre Channel Strategy employer: The Change Partners - Global talent specialists for a connected world
Contact Detail:
The Change Partners - Global talent specialists for a connected world Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Contact Centre Channel Strategy
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work in contact centres or with the brand you're targeting. A friendly chat can lead to insider info and maybe even a referral.
✨Tip Number 2
Prepare for interviews by knowing your stuff! Research the company’s products and their contact centre strategies. Be ready to discuss how you can bridge gaps and improve experiences based on your insights.
✨Tip Number 3
Showcase your leadership skills! When chatting with potential employers, highlight your experience managing teams and driving performance. They want to see that you can lead a large group effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Contact Centre Channel Strategy
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Contact Centre Channel Strategy role. Highlight your experience in contact centre operations and any relevant achievements that showcase your ability to manage teams and drive sales performance.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your understanding of customer shopping behaviours and how you can enhance product positioning through effective strategies.
Showcase Your Leadership Skills: Since you'll be leading a team, it's crucial to demonstrate your leadership skills in your application. Share examples of how you've successfully managed teams in the past and how you've used insights to drive improvements.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it shows you're keen on joining us!
How to prepare for a job interview at The Change Partners - Global talent specialists for a connected world
✨Know Your Stuff
Make sure you’re well-versed in the consumer electronics industry and the specific products of the brand. Research their contact centre operations and understand how they interact with sales teams. This knowledge will help you answer questions confidently and show that you’re genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Head of Contact Centre Channel Strategy, you’ll be leading a large team. Prepare examples of how you’ve successfully managed teams in the past, focusing on your ability to motivate and develop others. Be ready to discuss how you’ve turned feedback into actionable insights and improved performance.
✨Prepare for Data Discussions
You’ll need to analyse sales data and performance metrics, so brush up on your analytical skills. Be prepared to discuss how you’ve used data to identify opportunities and drive strategy in previous roles. Bring examples of how you’ve monitored performance and adjusted plans accordingly.
✨Build Relationships
This role requires strong relationship management with both internal teams and external partners. Think about how you’ve built and maintained successful partnerships in the past. Be ready to share strategies you’ve used to ensure smooth collaboration and communication across departments.