Contact Centre Campaign Manager

Job Ref: 151554
Sectors: Marketing, Customer Service
Date Added: 22 December 2017
  • Uxbridge, Middlesex, England
  • £45,000 - £50,000 per Annum
  • Tate
  • 01895 257931

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Contact Centre Campaign ManagerRole Summary:The Campaign Manager will devise and manage Contact Centre campaign strategies targeting our Members related to products, promotions, services or events. This person will work directly with all cross functional teams to assure the right focus and attention is present at all times. Campaign Manager will oversee campaigns in a variety of formats assuring success by employing effective WFM tactics which optimise the most appropriate opportunities and resource availability. Assuring Contact Centres have the right technology in place to support the effective management of campaigns is also a requirement.Contact Centre campaigns can be digital, telephone or SMS backed up and supported by electronic mail. The development, execution, measurement and reporting of campaigns will be the Campaign Managers responsibility. All campaigns will be monitored to assure their effectiveness but where success is not evident it will be required to understand why.Responsibilites of the Role:·Contributes to the growth and development of the operation by pressing the culture of putting the Members at the heart of everything we do by assuring excellent Member engagement·Devise and manage campaigns with the aim of educating, training, Member retention and generating sales/ supporting business growth. Always assures campaigns are appropriately aligned across the business·Manage the implementation, tracking, measurement and reporting of campaigns·Brief and oversee the work required on the part of the Contact Centres who will be delivering the campaign activity·Accountable for the performance , productivity and quality of the campaign·Ensure the teams are able to meet and exceed Campaign targets by:- Developing clear objection handling strategy for each campaign type- Developing a detailed understanding of contact and closing rates and factors affecting these by campaign. Use this knowledge to find ways to drive up the numbers.- Work with EMEA WFM to utilise WFM techniques to identify most appropriate Outbound/ Inbound Contact opportunities (scheduling & forecasting)- Work with EMEA Training & Quality to analyse contact delivery on the part of the Contact Centres and identify opportunities for retraining/ missed sales opportunities- Run ad hoc incentives on a frequent basis.- Generate fun training & learning techniques which will enthuse the team to get and stay engaged Assure an effective Coaching program is in place and being managed on a local level by Member Services Managers:- Regular feedback is delivered to individuals based on call evaluation results- Monthly appraisals to be conducted to review team member success against targets/objectives and to set goals for the coming month- Empower the local Member Services Management to shadow calls to support the development of sales techniques and soft skills- Participate in the induction of new team members- Where underperformance is highlighted, documented development plans to be in place to rectify this.Additional Responsibilities:·Identify technology requirements necessary to optimise campaigns and opportunities to host such, assuring the most effective and efficient processes are in place·Ensure that the organisations brand and identity is adhered to in campaigns and in all communication channels·Promote the Contact Centre Campaign Management operation in a highly professional manner by building very strong, positive relationships with colleagues across the wider business·Prepare promotional materials, scripts etc to support all campaigns assuring accuracy, simplicity and strong workflows·Deliver regular reports of campaign results, including web analysis and evaluation of KPIs·Maintain regular measurement of the ROI of campaigns·Collect and use data to support new campaigns and the evaluation of existing campaigns·Keep abreast of current trends in campaign managementKey skills:Management skills: Ability to effectively manage cross functional teams to deliver effective campaigns in the absence of any reporting line·Communication skills: Excellent writing skills are a pre-requisite as the Manager will frequently have to write copy for campaigns and promotions. Equally Campaign Managers also need pristine speaking skills. They have to manage relationships with cross functional departments and country management as well as present on such proposed campaigns and the outcomes·Project management skills: The Campaign Manager you will have to management a range of campaigns, meeting deadlines for multiple projects and ensure tracking and ROI is articulated timely. ·Numerical skills: There is the requirement to acquire data and use it to target selected groups, as well as analyse the success or otherwise of campaigns and report accordingly·Able to balance the needs of team members, customers and business stakeholders·A highly positive attitude with the ability to remain calm under pressure and to motivate to achieve performance excellence·Excellent organisational skills with the ability to adapt quickly and appropriately to changeRelevant experience3+ years experience of managing Contact Centre Campaigns with a proven track record of driving Member Experience forward and increasing the Sales performance of the Contact Centres through blended telesales environmentSaid experience to include specific Campaign Management technology and reporting of results and ROI experienceBenefits:- Medical and Dental benefits- Childcare vouchers- Cycle to work scheme - Pension

Tate is acting as an Employment Agency in relation to this vacancy.