Head of Customer Acquisition

Job Ref: DJKG1197
Job Title Head of Customer Acquisition
Salary: £60k to £65k (plus benefits)
Location: Chester

We have a great opportunity to work with a well-established and UK leading travel company, that has won various travel awards, with their growth is going from strength from strength.

The role
The main remit of this role is to identify best practise throughout the business and to grow the customer bookings through performance media channels. You will report directly to the Chief Marketing Officer and manage a small team.

Some of the duties will include:
• Taking full ownership of the media budget, spend and ROI
• Implement and manage the paid media strategy including paid search and paid social
• Keep up to date om emerging trends and industry best practise
• Managing a team of PPC specialist and analysts including day to day leadership and managing and training and development
• Working with B2B and B2C content
• Working with the marketing function and other departments to exploit synergies

The Candidate
Ideally, they are looking for someone that comes from the travel industry. Experience with performance media platforms is essential such as SEM, Google Analytics, Adwords, DSP’s, Remarketing and Facebook. Experience of working on PPC accounts along with hands on experience inn growing and optimising large scale paid search portfolios. They want someone that can drive innovation and change within this fast-paced environment.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.
Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Chief Operating Officer

Job Ref: DJMA1741
Job Title: Chief Operating Officer
Location: South East
Salary: £120-150,000 base plus bonus bens and equity incentives

The Chief Operating Officer will play a pivotal role in the continued growth and development of this fast growth, early stage development, digital marketplace. You will be tasked with developing and delivering robust operational foundations to realise expected double digit growth throughout the coming years.

This exciting aspirational business are looking for an experienced, entrepreneurial, operational leader, with experience of delivering profitable, growth within a scalable digitally focused business.

As a key member of the senior management team you will work with an experienced team of investors and support the CEO in the delivery of company strategic and operational goals.

With responsibility for service excellence and delivery across operations, the role requires a customer focused, commercial, entrepreneurial and practical approach to help this business achieve their ambitions and operational objectives, whilst experiencing significant growth in business, staffing volumes and operational reach.

Through effective data analysis and the assessment of operational and performance metrics, you will identify growth potential and drive business efficiencies through the use of technology, whilst also enhancing our products and services to our customers.

If you are interested in applying for this role, you will require first-rate communication and presentation skills with the ability to motivate, develop and lead staff.

You will have previous experience leading a VC, or PE backed, digitally focused business through significant growth. You will also need to evidence the ability to scale an operation efficiently and effectively whilst maintaining and delivering a best in class customer proposition.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

IT Project Manager – 12month FTC

Job Ref: DJPF1133a
Role: IT Project Manager – 12 month FTC
Location: Warwickshire
Salary: up to £500 per day

My client who is looking for an experienced IT Project Manager to manage a project team to deliver a joint ERP and CRM implementation. The successful candidate will be responsible for project level decisions and overall project direction. A large element of responsibility is to support the implementation of the ERP across the UK sites.

The Candidate
• Demonstrable experience of managing teams of greater than 10 people
• Proven track record on ERP implementations and support.
• Can manage deadlines when delivering implementation and support work.
• Will bring demonstrable experience and knowledge of ways of working employed within other organisations that can provide benefit to the Company
• Knowledge of MS CRM would be advantageous but not essential
• Knowledge of a Customer Service environment managing customer calls, customer agreements and field service would be advantageous but not essential

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Customer Experience

Job Ref: DJMA1740
Job Title: Head of Customer Experience
Location: South East – Central London
Salary: £60-80,000 base plus bonus bens and equity incentives

This is an opportunity to take the lead on the development and delivery of the customer service and customer experience within this fast growth, ambitious digitally led business.

In their early stages of development but with strong VC backing and investment, this business are already the market leader, profitable and are experiencing double digit growth which is expected to continue for the coming years.

They are looking for a hands-on, strategic leader to join the senior management team, working as the customer champion and to take what is initially a smaller customer service function to deliver best in class customer experience to a dual customer in a digital

Some of the responsibilities will include:
• Set the strategic vision for customer service and the wider customer experience in a digital user environment.
• Recruit, train and develop a high performance, highly engaged team.
• Set the tone of voice and communication strategy across a multi-channel contact environment, with a focus on digital.
• Set and deliver best in class customer service.
• Develop continuous improvement, recommending and implementing process, tools and technologies which will deliver an enhanced digital and customer experience.

If you are interested in applying for this role you will be a commercially, customer focused leader, ideally within a digitally led customer operation, or with exposure to a high level of digital users and have experience of defining the digital customer journey and experience. You will also need to evidence the ability to scale an operation efficiently and effectively whilst maintaining and delivering an excellent customer proposition.

This role is leading a small team but will require a great deal of influence and strategy development and delivery, so a strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results will be required.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Director

Job Reference: DJHC4249
Job Title: Customer Service Director
Location: South East – National Travel
Salary: Up to £85k salary + bonus (£100k OTE)

I am looking for an influential and dynamic Customer Service Director to drive transformation across a regional and therefore multisite customer service operation.

If you are looking for the next step in your career, are passionate about the customer, and are experienced in instigating and driving large scale customer centric transformation, then this role could be for you!

Some of the responsibilities will include:
• Redesign of the customer service operating model, including structure, technology, and process
• Influence key stakeholders to gain buy in for significant transformation across the customer organisation, demonstrating customer experience improvements and return on investment
• Engage the employee and customer base to create an industry leading customer experience
• Modifying the sales and service strategy, putting the customer at the fore
• Implement effective processes and process management across the customer function
• Design and own the credit control process, with a focus on diminishing aged debt
• Manage the customer service teams, across multiple UK sites

This role requires significant transformation management and implementation, and so you must be able to demonstrate an ability to drive change through others. Knowledge of customer service in a retail and/ or regionalised environment will be an advantage.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Customer Service

Job Ref: DJMA1737
Job Title: Head of Customer Service
Location: South East, (North London, Northern Home Counties/Hertfordshire).
Salary: £60-70,000 base plus bonus bens

The Customer Proposition is in its early stages of development within this fast-growing utility services company. As the Head of Customer, you will lead on the customer strategy to build and manage effective systems, process and a culture which puts the customer front and centre of all activities, to deliver a first-class customer experience, through partners as well as direct contact.

Reporting to the CEO, you will be part of the senior leadership team. You will need to use your communication, interpersonal influence and negotiation skills to win the hearts and minds of your peers, colleagues and partner companies to develop and implement a strategy which delivers increased customer service and satisfaction

As the voice of the customer you will build and gather insight and analytics from large amounts of data to present a compelling story and need for change, highlighting risk, reward, compliance and opportunities for future strategy development.

You will be responsible for developing a robust service management mandate which can be monitored for compliance and performance across internal and external partners and developing an effective on-going training and development plan to drive customer service thinking across all business areas.

You will play a pivotal part in the business achieving its goal of offering a differentiated service to its customers and partner companies.

If you are interested in applying for this position, you will have proven experience leading a customer proposition and strategy, ideally from within a utilities environment, building services, facilities management and or construction business. Alternatively, evidence of working with third party partners in a B2B contract capacity to achieve a performance uplift and enhanced customer service and experience, could also be considered.

This role is leading a small team but will require a great deal of influence and strategy development and delivery, so a strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results will be required.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Resource Planning – 6 month FTC – immediate start

Job Ref: DJPF1137
Role: Head of Resource Planning – 6 month FTC – immediate start
Location: South East
Salary: £60,000 – £70,000 or equivalent day rate

My client is looking for a Head of Resource Planning who will be responsibility for effective capacity planning and insight creation in order to improve Customer Experience, Revenue performance and operational effectiveness of Customer Centres – covering circa 700 employees, handling circa 2.5M contacts per annum across inbound & outbound telephony, email chat media and back office operations.

The successful candidate will have experience of leading a planning team across a multi-channel contact centre operations. They will have extensive knowledge of end to end planning and MI.

The specific responsibilities of the team include contact forecasting, employee scheduling, adherence and real-time management as well as being responsible for optimisation of the Customer Centre telephony including Voice Response and call routing. The team is responsible for Business Performance reporting, regular report production (Operational performance, Customer Satisfaction, People engagement), revenue forecasting & targeting and developing new reporting tools and databases. In addition expert support Insight is provided to the Customer division.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.
Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Business Development Manager

DJAD1006
Business Development Manager
Reporting to: Sales Director
Location: Office Location – London, however location of the role is flexible
Salary: Up to £45,000 basic + up to £10,000 car allowance + commission (£100k OTE)

A market leading consultancy based in London are looking for a driven Business Development Manager based to join them due to expansion. A well-established business, the company really are the best in class in what they do and provide to many blue chip companies and their contact centres. The successful candidate will deliver results by contacting target companies across the UK, then present solutions by understanding and adapting to their needs, as well as winning and closing proposals.

Duties include:
• Targeting key companies in vertical markets
• Negotiating and growing new business account wins
• Managing relationships with partners and subcontracts
• Providing value based consultancy sales

Key requirements:
• Strong sales experience, preferably in a B2B environment
• A strong desire to achieve
• A good understanding of commercial issues for managers
• Experience from the contact centre industry and/or consultancy is desirable

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.
Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Head of Customer Operations

Job Reference: DJHC4250
Job Title: Head of Customer Operations
Location: Central Scotland
Salary: Up to £65k salary + bonus

I am looking for a dynamic Head of Customer Operations to lead a team of Senior Managers and their teams within a multi-channel servicing function. Process improvement and customer excellence transformation will be a big part of this role.

If you are looking for the next step in your career, and enjoy driving change, then this role could be for you!

Some of the responsibilities will include:
• To ensure the team provides an excellent service to customers
• Management of a third-party relationship
• Effective documentation of processes
• Employee training & development ensuring regular documented reviews of individual performance, including staff one to one’s meetings, where appropriate, and quality and productivity monitoring
• Accountable for identifying and planning for Learning and Development needs for direct reports
• Develops & improves client relationships maintaining and exceeding service excellence
• Manages the department budget & forecasts
• Maximises business opportunities through building & developing stakeholder relationships
• Successfully implements change to own area, and encourages processes improvement, inspiring people to respond positively to change, and ensuring minimal service disruption
• Support business projects with the relevant skilled resource where required

This role requires significant transformation management and implementation, so you must be able to demonstrate an ability to drive change through others. Knowledge of process improvement methodologies will be an advantage.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Manager

Ref: DJAD1024
Role: Customer Service Manager
Location: Haywards Heath
Salary: £50k – £70k

A well known company based in Sussex is looking for a Customer Service Manager to join their management team during an exciting time of transformation. The role will be responsible for the day to day delivery of the operational plan – ensuring that the customer is at the heart of the operation.

Duties of the role include:
• Leading not only your team but the culture, pace and tone of the environment.
• Mentoring and coaching future leaders to adopt the culture of achievement and motivation.
• Delegating opportunities appropriately to develop talent.
• Contribute to the high performance and continuous improvement in the contact centre environment.
• Work closely with senior management to agree standards and drive adherence to the agreed processes.
• Accountability for the development of around 200 FTE.

You will be a leader not only passionate about employee engagement and creating a best in class culture within the working environment but the customer will also be at the heart of all of your decisions. You will require excellent stakeholder management, experience of operational management and delivering best practise, have proven experience in driving continuous improvement strategy, finally experience with 100+ FTE.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.