Customer Experience Channel Manager
Location – Chertsey
Salary – £40,000- £50,000 PA
Duration – Permanent
Benefits: OT Bi-annual bonus, Income Protection – 75% of monthly salary, Pension – DC Scheme – Employer contribution 8.5%, Employee 4% min, Life Assurance – 4 x salary, a volunteering day each year, Flexible Benefits – £50 per month contribution – this includes travel insurance, gym membership, payroll giving, season ticket loan facility, taste card, dental insurance, Holiday – 25 days per annum plus bank holidays, Access to staff sales discount and Reward Plus discount shopping.

Summary of a Customer Experience Channel Manager
This role will provide support, facilitation and coordination around European Contact Centre Operation/Strategy/Planning between the various cross functional categories including Sales and Marketing at HQ, European HQ and as well as European Subsidiaries.

Responsibilities of a Customer Experience Channel Manager
• Supervise the progress of the Contact Centre operational status by analysing meaningful metrics across the channels (voice, chat/email, social messaging, in-app channel etc) at the local level and European level on the regular basis
• Build targets of core CS metrics by discussing with HQ and local subsidiaries
• Improve BPO audit planning including audit criteria and conduct audits with the accredited firm accordingly to get the insights for further improvements
• Plan and conduct mystery shopping on customer aftersales journey after reviewing and improving the methodology, monitoring sample allocation, calibration of scores/scenarios with local managers, setting up the alert and gathering/sharing the insights in collaboration with research firm
• Facilitate and resolve local and regional Contact Centre quality and operation issues by having a regular engagement with relevant partners through conducting/attending regular conference call, video call or on-site visit/meeting in to understand the cause and effect of the issues and provide the aligned and agreed solutions as much as possible
• Develop and lead on European CS operation guidelines and policies across the all customer touchpoints including service level, operation process etc
• Investigate and analyse operation cost on a regular basis and provide the insights to internal partners as to where the cost should be invested, optimised or even removed
• Facilitate, lead & support reviewing the subsidiaries’ contractual terms & conditions, SOW, Bonus/Penalty scheme, pricing adjustment, new line of business deployment and its SLA, new vendor search, location and vendor changes, Ramp Down/Up etc
• Run the existing automated contact centre report & set up the new report when required and check the data discrepancies interfaced between the client and Partner system with PI department and IT teams
• Lead and develop contingency plans for any unexpected and uncontrollable situations
• Work with various teams at Europe and Local level to cross monitor the actual performance against the SCEI NPS performance for closing the gap between actual operation and SCEI result
• Coordinate and facilitate the eStore requirements for new change management and improvement with the partners between markets, BPOs, Europe and HQ level from CS to Marketing to Sales
• Develop the overall strategy of eStore Contact Centre operation at the European level
• Create the Standardised Guidelines for the eStore Contact Centre Operations to not only make BPOs meet the Operational/Quality KPIs but also to support in boosting eStore sales

Key competencies of a Customer Experience Channel Manager
• Experience in planning CS/aftersales/Marketing strategy, managing/supporting projects as a Customer Experience Manager in Brand CS team or in Agency as a Consultant, Project Manager
• Experience in managing 3rd Party/BPO/Back Office/Contact Centre Operations within the consumer goods/electronics industry, finance sector etc. as a Contact Centre Quality Support Manager a plus
• Experience working BPO side as a Team Leader, Data Analyst, Quality & Training Manager a plus
• Systems and process familiarity in SAP, CRM, OMNI-Channel management tools and Dashboard solution a plus
• Comprehensive understanding/knowledge on the latest Contact Centre solutions/platforms & voice network (IVR, CTI, etc.) a plus
• Arbitration & coordination skills to manage potential disputes between BPOs / subsidiaries / HQ
• Ability to gain the valuable insights through the strong data/information literacy skill
• Flexible and willingness to travel within and outside of Europe as and when required
• Ability to work in a fast paced and complex environment
• Strong inter-personal skills and inter-cultural working background
• Regular reporting and presentations on European Contact Centre performances, Contact Centre Operations including Lowlights/Highlights and cost analysis, Mystery Shopping Results etc
• European Standard Audit Plans and Criteria to deliver the planned Audit Result and Improvement Report
• Monthly/Quarterly/Yearly Insightful Performance Scorecard by BPOs/Channels etc
• European Contact Centre Operation Guideline update including standardised Master Service Agreement, SOW, KPI targets etc


Please note: As you can appreciate we are currently overwhelmed with applications and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, you have been unsuccessful on this occasion.
March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas and completing relevant tests and a full competency based interview.
Please note that by applying for this vacancy you accept March Recruitment’s Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.

Consultant – Charlie Shepherd

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