The Partner Performance Business Manager will work as part of the team that leads the complex delivery of all Customer Service Contact for Sainsbury’s Retail, Sainsbury’s Argos and Nectar (c800 colleagues ramping to 1,400 for peak) within any outsourced partner that is conducting these services on behalf of the Group CMC.
This role can be based out of our office in London, Widnes or Stafford. There will be regular travel to our in-house offices, as well as our various outsource partner locations.
To work with the CMC Outsourced Partner(s) to deliver the CMC strategy of a brand agnostic customer management across group.
Cascade strategic plans, functional objectives, targets and processes to the CMC Outsourced Partner(s).
Be a regular presence on-site within the CMC Outsourced Partner(s).
Develop great relationships with the internal CMC support teams and the CMC Outsourced Partner(s).
Manage budgets to ensure outsourced operations are lean and efficient, driving a continuous improvement and root cause analysis culture into the CMC Outsourced Partner(s).
Effectively manage stakeholders across the CMC and Sainsbury’s Group.
Extensive supplier management experience gained through working with outsourced partners or within an outsourced management role.
Management experience within a fast paced Contact Centre or Retail environment.
A well-developed ability to liaise confidently with very senior stakeholders and communicate business information clearly and confidently.
Demonstrable experience of managing budgets.
Excellent interpersonal skills and the ability to build rapport and maintain strong and effective relationships.