Transformation Lead: Contact Centre/Business Development Centre

Your Russam contact

Cathy

Cathy Kay

Managing Partner – Commercial

[email protected]

Get in touch

We are no longer accepting applications for this role
For further opportunities, please review our live vacancies or register on our candidate resource hub to receive regular role updates.

London with travel
Highly Competitive
Ref 7102

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

Location: 
London/Nationwide with potential global travel and some homeworking.
Duration:
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]

We are no longer accepting applications for this role
For further opportunities, please review our live vacancies or register on our candidate resource hub to receive regular role updates.