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

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