Customer Experience Strategy Manager
Chertsey Hybrid
A leading organisation is seeking a Contact Centre Strategy Manager to oversee customer service operations across multiple European markets. This role focuses on stakeholder management, strategic planning, and BPO oversight, rather than direct contact centre experience.
The successful candidate will play a crucial role in optimising customer service strategies, improving operational efficiency, and driving continuous improvement across customer touchpoints. A background in enterprise software solutions, strategic consulting, or customer operations management is highly desirable.
Responsibilities:
* Strong experience in a stakeholder management, strategic planning, or BPO management role within customer service or operations.
* Strong analytical and data-driven decision-making skills, with experience using MS Office and reporting tools.
* Ability to manage multiple vendors and stakeholders, ensuring effective coordination between local teams and headquarters.
* Experience in contract negotiations, vendor management, and process optimisation.
* Strong problem-solving abilities, with a proactive approach to identifying and resolving operational challenges.
* Ideally a Bachelor’s degree or higher (preferably in Business, Computer Science, or a related field).
* Familiarity with customer service technologies, CRMs, or enterprise solutions such as SAP, Salesforce, or Hybris.
* Knowledge of contact centre platforms and voice network solutions (IVR, CTI, etc.) is a plus.
Seniority level:
Not Applicable
Employment type:
Full-time
Job function:
Management and Customer Service
Industries:
Appliances, Electrical, and Electronics Manufacturing
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