Contact Centre Experience Manager

ARE YOU THE ONE?

Are you passionate about delivering exceptional customer experiences and driving success in a dynamic environment?

We are looking for Contact Centre Experience Manager to play a pivotal role in ensuring Samsung is recognised as the Number 1 manufacturer across the UK and overseas call centres.

In this exciting field-based role, you will collaborate closely with senior stakeholders, channel partners, and operational teams to develop and implement strategies that enhance our premium market share and customer experience.

Apply Now!If you thrive on building relationships, identifying growth opportunities, and championing innovation, this role offers the perfect platform for you to excel.

WHAT YOU’LL BE UP TO

COLLABORATION & COMMUNICATION

Engage with key stakeholders, build strong relationships, and ensure seamless execution of initiatives across channel partners. Analyse data to uncover growth opportunities and demonstrating ROI to senior management

Deliver impactful training and insights

Align strategies and maximise Samsung UK’s investment

Collaborate, innovate, and lead in shaping exceptional customer experiences at every level

INNOVATIVE SOLUTIONS

Develop and execute a dynamic contact centre strategy that drives engagement and equips advisors with hands-on Samsung expertise

Innovate with fresh ideas, tackle challenges proactively, and deliver solutions that elevate the advisor experience.

ACTIVATION & PROJECT MANAGEMENT

Take the lead on transforming Contact Centre environments with innovative space planning, branded solutions, and tactical activations.

Manage impactful projects, oversee cross-functional teams, and deliver measurable ROI to senior management, while building a deep understanding of our agent universe to drive tailored engagement and success.

REPORTING & INSIGHTSDrive transparency and performance by delivering clear, actionable reports and insights across the mobile experience (MX) business

Analyse data, track competitor activity, and share key learnings with stakeholders to continuously improve strategies

Provide valuable product insights and feedback to shape decision-making and enhance performance within the Contact Centre estate.

ARE YOU OUR PERFECT PARTNER?

• You're flexible and resilient, adapting to changing environments and challenges
• You're skilled at building strong relationships, fostering collaboration across teams
• You're open to travel and hold a UK driver’s license to support your role
• You're able to multitask and thrive under pressure, meeting tight deadlines with ease
• You're proficient in managing multiple, high-profile tasks simultaneously
• You're comfortable handling multiple stakeholders, ensuring alignment and success
• You're passionate about detail and committed to delivering excellence in every project
• You're a solution-based thinker, tackling challenges with creative and effective solutions
• You're experienced in operational planning and implementation, managing multiple programs and customers
• You're adept at maximising ROI, ensuring investments drive meaningful results
• You're experienced in multisite field-based management, coordinating across locations seamlessly
• You're analytical, with strong skills in management information and systems to drive informed decisions
• You're an effective people manager, leading teams to success with guidance and support

WHAT YOU CAN EXPECT FROM US

• Competitive Salary: £48,000 - £51,000 Per Annum
• Performance Bonus: 10% / Competitive Reward Scheme Bonus
• Company Car
• Company Sick Pay
• HP Discounts
• Life Assurance: 4 times your annual salary
• Perkbox (Rewards Portal)
• ETHIC Values - Employee of the month: a chance to win a £500 lifestyle voucher!
• Development Opportunities – our teams have historically moved into all manner of other jobs!

WHO ARE WE?

We’re Blue Square.An award-winning, retail marketing agency connecting and engaging audiences with some of the world’s most loved brands.We believe in the power of human touch across the buyer to customer journey to grow sales, increase loyalty and build brand love for our clients. People are at the centre of our success.We go above and beyond to support, develop, and nurture our talented employees to driver personal growth and love what they do.

At the heart of our agency are our ETHIC values – and we’re on a mission to work with individuals who share and believe in them.