Channel Manager

Ref: DJAD1031
Role: Channel Manager
Salary: £37k + bonus + other benefits
Location: Gloucester

Reporting to the Senior Channel Manager – Omni-Channel, this passionate and motivated individual is responsible for the development, implementation & evaluation of customer specific marketing plans within Omni-Channel customers. This person will be responsible for building strong customer relationships and campaigns in order to deliver against company targets in terms of profit, market share & brand perception.

Duties:
• Understand the needs of the end customer and the purchase journey in order to develop a plan that will enable the client to be the brand of choice within the re-seller.
• Scope market size and opportunity so as to make recommendations in terms of product ranging opportunities, key influencers and motivators.
• Provide strong end user insight and maintain a clear understanding of current market conditions & competitor activity, be the expert on the channel.
• Work closely with the product, communications, sales and customer service teams to ensure that a rolling 12 month plan is in place, by customer, to deliver profitable growth.
• Brief, support and monitor tactical activity, including campaign planning, following the creative delivery process to drive promotional campaigns and complete full ROI analysis.

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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.

Vendor/ 3rd Party Relationship Manager

Job Reference: DJHC4251
Job Title: Vendor/ 3rd Party Relationship Manager
Location: Central Scotland
Salary: Up to £55k salary + bonus

I am looking for a dynamic Vendor/ 3rd Party Relationship Manager for a forward thinking business in the Central Scotland region. Process improvement and customer excellence transformation will be a feature of this role, as well as maximising the 3rd party relationship for all involved.

If you are looking for the next step in your career, and enjoy influencing people for great commercial and customer outcomes, then this role could be for you!

Some of the responsibilities will include:
• Manage and oversee the service teams, putting together strategic plans for all Client activity
• Ensuring the needs of the Client are met, in line with Service Level Agreements (SLA) and KPI’s
• Develop the relationship with the Client, exploring new ways of working for mutual benefit
• Process improvement ensuring that processes and procedures are appropriately controlled, monitored and documented and operated within the confines of the contractual requirements
• To support and develop the team with regular feedback on performance
• Act as an escalation point where service has not met client expectations
• Formulate medium and long term strategic plans for the department together with the Senior Manager
• Attend monthly service review meetings with the team, discussing successes, challenges and initiatives in order to enhance the Customer experience
• Planning and implementation of change
• Ensure continuous improvement of the Customer Experience
• Deputise for the Senior Management and provide support as appropriate
• Carry out any other duties whenever reasonably instructed

This role requires significant 3rd party management experience. You must therefore be a great influencer at all levels, and be used to achieving exceptional results through others.

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 in to any discussions or offer any assistance regarding sponsorship.

Contact Centre Manager (Initial 6m FTC poss perm contract following)

Job Ref: DJMA1729
Job Title: Contact Centre Manager (Initial 6m FTC poss perm contract following)
Location: Midlands
Salary: £35-45,000 base plus bonus, bens.

This is a potential permanent opportunity, but on an initial six-month interim fixed term contract, for an experienced Contact Centre Manager to take on a highly autonomous role. Reporting to the Operations Director and leading a specialist team within this a high-profile business.

They will be looking for an individual who can identify and drive continuous improvements; to realise better employee engagement, advanced customer contact initiatives such as live chat, sales through service opportunities, training and knowledge base for the team and the development of customer insight and analytics.

• You will take charge of the existing customer service centre to ensure that all calls, current KPI’s and SLA’s are adhered too.
• Act as the Voice of Customer across the business to develop wider awareness and enhanced customer process and experience initiatives.
• Liaise with marketing to develop and identify customer communications.
• Develop Insight and analysis to help improve customer satisfaction, sales and employee development.
• Work closely with the Operations Director to develop strategic initiatives and present opportunities for the development of best practice, tools and technologies.

If you are interested in applying for this position, you will need proven contact centre management experience. You will have some clear evidence of being able to utilise insight and analytics to drive continuous improvement and enhanced customer services, sales and employee engagement.

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.

Team Leader

Job Ref: DJHC4248
Job Title: Team Leader
Location: South East
Salary: Up to £31k basic + Shift Allowance

This is an exciting role with an award winning FinTech brand.

My client is looking for a Team Leader to provide motivation, knowledge and support in a fast paced environment.

Responsibilities will include:
• Supervise a team of 12 FTE to deliver operational targets and customer standards
• Supervise the attendance, wellbeing and behaviour of the team to ensure good management practice in line with company values and standards
• Support team members on a day to day basis to resolve queries, build knowledge and confidence, and achieve company standards
• Maintain excellent team communication through team meetings, daily and weekly updates, etc, to ensure all team members are aware of team and product performance
• Plan, organise and oversee resource scheduling for the team to ensure adequate cover is in place including absence cover
• Participate in the shift team rota on an exceptional basis to provide cover when needs are urgent
• Work cross functionally to ensure appropriate cover across the operation and encourage cross-training
• Work closely with Customer Support Manager and lead on recruitment to ensure high calibre recruits are selected for the team

In return for your hard work and commitment you will be rewarded with being able to work using your own initiative and autonomy within one of the UK’s most exciting brands, having a clear career plan in place to progress within the business.

If you would like to be considered for this role you will have experience across sales and service customer contact operations, ideally in a business to consumer 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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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 Contact Recruitment, Customer Strategy Recruitment, Customer Experience Recruitment, Chief Customer Officer Recruitment, Customer Excellence, Customer Contact Executive Search, Customer Service Executive Search, Customer Experience Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.
Executive Search. Call Centre Recruitment, Contact Centre Recruitment, Customer Experience Recruitment, Resource Planning Recruitment, Customer Services Recruitment, Customer Insight Recruitment, Customer Analytics Recruitment.