Contact Centre Channel Lead

Position Summary

Why join our team?

This role is responsible for ensuring that the Samsung MX Retail & Contact Centre, Field, and Head Office Teams are well-informed and supported to maintain a strong sales presence for all MX products across all contact centres and touchpoints in the UK and Ireland. By doing so, it will help the business achieve its strategic objectives!

This is a key position that collates all of the sales, product and insights from the Field (team) and translates it into impactful feedback for our Account teams to influence Contact Centres for all channel partners who either have sites in the UK or abroad!

• Key areas of accountability are as follows:
• Channel partner Contact Centre Strategy
• Field team management
• Channel Relationship Management
• Agency Management
• Internal stakeholder management
  
  
  

Role And Responsibilities

Key Objectives

• To represent the Retail & Contract Centre function at Head Office and be one of the Gate Keeper for all requests the business demands on the full MX Contact Centre team in the UK.
• Manage +40 Contact Centre sites via a team of 90 on day to day basis addressing ~14K agents
• Deliver actionable insights proactively via field teams to the head office and relevant account teams on a regular basis
• Lead and develop direct reports and the rest of the team to perform on a high level
• Achieve all critical metrics that leads to achieving sales targets in Contact Centre channel
• Create & maintain a 12-24 strategic roadmap
• Analyse partner sales data, performance metrics, training interactions to uncover opportunities for sales and recommendation improvement
  
  
  

Your Key Responsibilities

• Support the development of the Contract Centre strategies and future innovation for all channel partners
• Be a key collaborator on all current and forthcoming Joint Business Plan discussions and ensures the Contact Centre directives are adhered to
• External partner management with all operators/retailers to ensure a balanced relationship is established
• On time in full delivery of each product launch and reporting back to relevant parties on regular basis
• Support sales development of Contact Centre channel working very closely with Sales & Omni Channel Marketing teams
• Field Force
• Co-managing (with lead retail field manager) a team of 90, ensuring they are aligned with the overall company targets and strategy
• Creating an innovative and outstanding contact centre experience, winning hearts and minds
• Building strong, lasting and profitable relationships internally and externally with channel partners at store & site level
• Exceeding sales and commercial, partner, and field targets underpinned by continual measurement (performance vs target units, market share)
• Promoting cross functional working and operates as link between product training, GTM, marketing, operational teams
• Ensuring timely and effective joint business reviews with partners reviewing agreed objectives (sales, financial, customer experience, attachment rates) and activities and providing support to achieve goals based on an understanding of what’s important for both
• Effective operation of call file across UK & off-shore, review of all activities, feedback, measurement and accountability for all agreed outputs.
• Providing actionable insights on regular basis back to the business from CC channels with a great understanding of market and competitor activities.
• Agency Management
• Work with the wider Financial and Procurement teams to ensure right agencies for right jobs are selected
• Successful management of budget and SoW of the Field Marketing Agency
  
  
  

What We Need For This Role

To be successful, you will possess the following skills and attributes:

• Experience of Retail/Contract Centre/Regional Management
• Great understanding of shopper journeys
• Project management skills
• Able to balance multiple, high profile tasks
• Able to communicate with & present to Senior colleagues
• Passion for detail and delivery
• Solution based problem solver
• Proven knowledge of insight
• Experience of field marketing team [or equivalent] management
• Able to track Analytics (Sales Trends/IHS/Customer Insights etc)
• Good understanding of financial management of multi million pound P&L
• Experience of working strategically with agencies / 3rd parties.
  
  
  

What does success look like?

• Contact Centre and Operational experience with a consistent record of delivery across Sales, Operations and Strategic planning
  
  
  

Skills And Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week
• Bonus scheme linked to individual, team and company performance
• Car allowance
• Pension contribution
• Three volunteering days each year
• Holiday - 25 days plus bank holidays and an additional day off for your birthday
• Access to discounts on a wide range of Samsung products
• Access to a discount shopping portal
• Partner Colleagues are not eligible for certain types of statutory leave such as Samsung Family Leave or Sick Leave policies but may be eligible for statutory payments via their agency
  
  
  

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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