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Global Contact Centre Transformation Manager

2 months ago

London, Greater London, United Kingdom Nissan Motor Full time

About Us

Nissan Motor is a leading manufacturer of high-performance vehicles, with a strong presence in Europe and a commitment to innovation and customer satisfaction.

Job Summary

We are seeking a highly experienced Transformation Manager to lead our global Contact Centre transformation programme. This role is pivotal in driving the strategy, vision, and deliverables of the programme across multiple regions and markets.

Main Responsibilities

  • Strategic Leadership:
    • Develop and drive the global strategy and vision for the Contact Centre transformation programme.
    • Ensure alignment with business goals to deliver transformational changes, cost savings, and efficiency improvements.
    • Influence regional leaders and stakeholders to adopt and implement a probable global Contact Centre, CRM / CCaaS solution.
  • Programme Management:
    • Lead the delivery of large-scale Contact Centres and CCaaS transformation projects across different regions and markets.
    • Manage cross-functional teams to ensure successful implementation and adoption of Global Contact centre and possible CCaaS platforms.
    • Oversee the planning and execution of the programme, ensuring it meets business requirements and avoids being solely a technical rollout.
  • Stakeholder Engagement:
    • Act as the primary point of contact for regional leaders, providing expert guidance and ensuring stakeholder buy-in.
    • Communicate effectively with senior leaders to ensure the programme's strategic objectives are understood and supported.
  • Vendor Management:
    • Maintain a vendor-agnostic approach, leveraging possible multiple CCaaS and CRM / Contact centre solutions to meet the programme's needs.
    • Evaluate and manage relationships with CCaaS and CRM / Contact centre solution vendors, ensuring high-quality service delivery and alignment with the programme's goals.
  • Technical Enablement:
    • Collaborate with technical teams to derive and implement technical enablement strategies that support the business objectives.
    • Ensure the technical aspects of the programme are aligned with the overall strategic vision.

Requirements

  • Proven track record in delivering large-scale CRM, Contact Centre and CCaaS transformation programmes on a global scale.
  • Extensive experience in the contact centre industry, with probable specific expertise in CCaaS platforms.
  • Background in management consulting or a similar field, with a focus on business transformation and strategy.

What We Offer

  • Competitive base salary
  • 26 days holiday + bank holidays
  • Contributory pension
  • Private medical & dental cover
  • Enhanced maternity leave
  • Remote Working Policy (Maximum 2 days per week)
  • Flexible start / finish times
  • Free onsite parking & subsidised restaurant
  • Car Ownership Scheme

About Our Culture

We pride ourselves on being a transparent, cross-cultural and competitive business. We want you to challenge the norm and contribute to improvement, whether you've been here ten days or ten years.

Diversity and Inclusion:

Nissan Motor is an Equal Opportunity Employer for all. Applicants will be considered for all positions regardless of race, gender, military status, disability, or any other status protected by law.