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9 months ago
Dixons Carphone
Location: Acton
Job type: Permanent
Category: Sales Manager Jobs
Sales & Retention Contact Manager - 3 Month FTC


Job Number: 17953

Location: Acton Support Centre (123)

Contract: Full Time / Fixed Term Contract



Sales and Vendor Contact Manager

xxLondon - North Actonxx

As the iD Sales and Retentions Contact Manager, you will be responsible for ensuring the successful delivery of our commercial and customer KPIs and objectives in our Sales and Retention contact channels. You will work with our vendor partners to drive service level performance, sales and retention targets, and quality and customer metrics. You will ensure we deliver a best-in-class service that supports the brand, reflects its values and drives customer satisfaction to meet and exceed iD's targets and ambitions. In addition you will work with internal stakeholders to optimise and improve process, policies and training, identify incremental value opportunities and manage the Quality team to pin point optimisation opportunity areas that feed into our self-serve strategy.


* Owning relationship with contact centre vendors and vendor management to achieve sales and retention targets and service metrics by holding them to account against contractual obligations and KPIs, and setting stretch targets
* Work with the Commercial Retention, Trading, Marketing and CRM teams to ensure an aligned approach to securing the commercial targets are delivered as required
* Support line manager in defining and delivering the contact centre strategy across all channel that achieves required commercial targets and ensures an exceptional customer experience, whilst reducing our overall cost to serve
* Working with leadership team and other operational stakeholders to share best practice and identify opportunities to drive continuous improvement to all sales and retention customer journeys and cost to serve targets
* Providing input and sign off for contact centre forecasting, ensuring staffing is sufficient and costs are controlled and reduced
* Work with the Quality and Process team to ensure our processes, polices and training are up-to-date, effective and deliver the required metrics and quality
* Work with Customer and Digital Experience team to help to plan and implement the customer communications strategies and reduce overall contact propensity
* Responsible for regular reporting on performance metrics and improvement initiatives, and presentation of reports to stakeholders
* Work with line manager to manage the operation to budget targets and prove ROI of initiatives embedded
* Identify the opportunities to introduce or expand new or existing contact channels as required to deliver the commercial objectives


· Experience of managing outsourced vendors

· Understanding and experience in commercial management of contact centre to achieve sales and service targets

· Track record of setting contractual qualitative KPIs and building a high performing operation

· Strong relationship management and interpersonal skills

· Ability to build comprehensive knowledge of internal business processes & procedures

· Experience in team management including developing colleagues

· Well versed in communicating and influencing to executive levels

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