Operations Excellence Manager
  £65000.0 - £80000.0 per annum + £65,000 - £80,000 plus bonus
  Hammersmith, Greater London
  permanent,full-time


Your new company
A rare and exciting opportunity is available working for a blue-chip FMCG powerhouse in Hammersmith for a Customer Excellence Manager on a permanent basis. This role sits in a highly successful team and is a key role to manage contact centre outsourced vendor partners, change and project management with a significant number of stakeholder management. The business are known for their innovative approach and are focussed on transforming the industry they're in. This role is based in Hammersmith and has hybrid working 2 days a week in the office.
Your new role
This role sits within the Customer Service Centre for the UK covering the UK market, you will be responsible for the definition and implementation of operational excellence working with the B2C team for the deployment of business as usual activities, but also the development and implementation of management strategy and performance improvements, commercial-actives and projects deployment.
You will be responsible for defining a strategy to track vendor performance, key metrics and tracking tools, KPIs and drive continuous improvement. You will align with risk and control company policies, implementing a customer service compliance governance model. You will take ownership of forecast data, co-ordinating the data flow and liaise with key stakeholders (Finance, CRM, CX etc.).
You will take ownership of the P2P management, deal with outsourced vendor management, budget, contracts and continuous improvement.
What you'll need to succeed
In order to be successful, you must be passionate about delivering excellent customer service within a senior operations' role, ideally within FMCG/Retail/Manufacturing/Ecommerce.

You are someone with vendor management (outsourced call centre) experience and strategy, program/project management, continuous improvement, process re-engineering and compliance/risk management. You will have indirect people management experience and deep knowledge of operational/compliance procedures and have the ability to influence senior stakeholders.

What you'll get in return
In return you will be offered a very generous package of £65,000 - £80,000 base salary, London Weighting Allowance of £3,000, 7% annual bonus, private healthcare, private dental, 25 days holiday plus bank (and a day off for your birthday!), £500 well-being allowance per year and hybrid working (2 days in Hammersmith and 3 at home).

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk


Advertiser: Agency

Reference: 4476453

Posted on: 2024-06-01 08:24:21

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Operations Excellence Manager
  £65000.0 - £80000.0 per annum + £65,000 - £80,000 plus bonus
  Hammersmith, Greater London
  permanent,full-time


Your new company
A rare and exciting opportunity is available working for a blue-chip FMCG powerhouse in Hammersmith for a Customer Excellence Manager on a permanent basis. This role sits in a highly successful team and is a key role to manage contact centre outsourced vendor partners, change and project management with a significant number of stakeholder management. The business are known for their innovative approach and are focussed on transforming the industry they're in. This role is based in Hammersmith and has hybrid working 2 days a week in the office.
Your new role
This role sits within the Customer Service Centre for the UK covering the UK market, you will be responsible for the definition and implementation of operational excellence working with the B2C team for the deployment of business as usual activities, but also the development and implementation of management strategy and performance improvements, commercial-actives and projects deployment.
You will be responsible for defining a strategy to track vendor performance, key metrics and tracking tools, KPIs and drive continuous improvement. You will align with risk and control company policies, implementing a customer service compliance governance model. You will take ownership of forecast data, co-ordinating the data flow and liaise with key stakeholders (Finance, CRM, CX etc.).
You will take ownership of the P2P management, deal with outsourced vendor management, budget, contracts and continuous improvement.
What you'll need to succeed
In order to be successful, you must be passionate about delivering excellent customer service within a senior operations' role, ideally within FMCG/Retail/Manufacturing/Ecommerce.

You are someone with vendor management (outsourced call centre) experience and strategy, program/project management, continuous improvement, process re-engineering and compliance/risk management. You will have indirect people management experience and deep knowledge of operational/compliance procedures and have the ability to influence senior stakeholders.

What you'll get in return
In return you will be offered a very generous package of £65,000 - £80,000 base salary, London Weighting Allowance of £3,000, 7% annual bonus, private healthcare, private dental, 25 days holiday plus bank (and a day off for your birthday!), £500 well-being allowance per year and hybrid working (2 days in Hammersmith and 3 at home).

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk


Advertiser: Agency

Reference: 4476453

Posted on: 2024-06-01 08:24:21

I want to receive the latest job alerts for:

Call Centre and Management jobs in Hammersmith, Greater London

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

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  New Appointments Group

  £37000 - £44000 per annum

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  Canterbury Christ Church University

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  New Appointments Group

  £54500 - £70000 per annum + £2k on-call allowance

  Canterbury, Kent

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  Brompton Academy

  £25,342 – £28,672 per annum (based on £28,857 – £32,649 FTE)

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