Transformation Lead: Contact Centre/Business Development Centre

Your Russam contact

Cathy Kay

Managing Partner – Commercial

[email protected]

Get in touch

§ London with travel

£ Highly Competitive

Reference 7102

The organisation

The Organisation

Russam is working with a FTSE 250 company, employing 15,000 people across 36 markets globally.  Our client works with the world’s leading automotive brands and they offer a wide range of services including retail, aftersales and financial services.

The Role

London/Nationwide with potential global travel and some homeworking.
Fixed term contract for 18 months - 2 years. Permanent hire could be a discussion with the right person.

The main purpose of the role is to define, develop, and implement the business development centre proposition as part of the omni-channel solution.

Key responsibilities:

  • The customer journey: define and develop how best to serve customer needs through omnichannel Business Development Centre (BDC)
  • Alignment of the BDC strategy to other customer facing departments for integrated customer experience
  • Design the operating model with the digital team and engage with decisions on technology recommendations
  • Definition and delivery of roadmap for the transition to omnichannel BDC

The Person

  • Minimum of 5 years of prior experience of transformation initiatives within a corporate or consultancy environment
  • Contact Centre strategy and operating model design
  • Able to lead and present business cases throughout the journey
  • Global experience – culture and language
  • Fully committed to the highest quality delivery, flexible and down to earth approach is essential

How to Apply

Please upload a relevant CV and short Supporting Statement describing your fit for the role.

For an informal discussion, contact Cathy Kay on 07789 311944 / [email protected]

Closing date for applications
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