Description
Outbound Campaign Manager - Reading - 9 month initial contract
Our client a Global technology company is seeking an Outbound Campaign Manager to be based in Reading on an initial 9 month contract.
Purpose:
Looking for a Service Delivery Manager to support execution of outbound tele- marketing campaigns for Western Europe and the UK.
The 'Outbound:
Service Delivery Manager' role will work directly with defined vendors to manage the ongoing performance of outbound Business-to-Business campaigns, as part of the Telemarketing Service Desk for Western Europe - and also supporting an enterprise marketing tele- engine for UK.
The position will manage important internal relationships and partner closely with internal Sales and Marketing clients across Western Europe and UK in delivering on their business objectives, and will ensure these colleagues (who must be viewed as 'customers') receive a consistent, high-quality experience.
In this role you will manage the full execution life cycle of these tele-campaigns including campaign set-up (campaign and call collateral development); vendor engagement; costing; planning; execution; tracking; and performance analysis/optimisation. In addition for the UK, the role will be responsible for the enterprise tele engine as a 'programme'.
Responsibilities:
- Western Europe Telemarketing Service Desk
- Manage the relationship between Western Europe and their telemarketing vendors as part of the 'campaign desk' service - and oversee the vendor's operation management.
- Manage tele-marketing campaigns from kick off, planning, execution and measurement phases.
- Understand the scope and objectives of campaigns to clearly manage clients' expectations around results and delivery.
- Daily communication with both clients and vendors including ongoing scorecard management around campaign performance to goal, business issues, service quality, and metrics.
- Establish and maintain work back schedule, status lists, and key deliverables including deadlines and scope change for all campaigns supported.
- Daily analysis of performance metrics to ensure vendor performance search for ways to improve efficiency and quality of support, and roll up monthly report for Western European HQ.
- Collaborate across marketing, sales, and vendor contacts to execute campaign expectations.
- Partner with other members of the team to measure campaign and vendor performance with focus on operational efficiency, quality, and process adherence.
- Managing timely campaign issue escalation, resolution and change, particularly regarding tools, ad-hoc reports, lead assignment
- Ensuring all client, reporting and vendor review calls meet business-defined call quality guidelines and attributes, with particular focus on protecting customer privacy Issues management and tracking
- Execute Tele-campaigns in a Privacy compliant way respecting Customer communication preferences, and ensuring the appropriate and secure transfer of Customer data at all times.
- Overall ownership of this tele engine as a telesales orientated 'programme'. Act as the primary point of contact for the day-to-day operations of this programme.
Required Skills/Experience:
- Proven background in project or program management supporting (or in) marketing or sales functions, ideally supporting a hi-tech company
- Degree in business administration, operations management, marketing or a related field.
- Experience in supporting outbound telemarketing/telesales programmes is essential. Could also have worked in a middle management role at a telemarketing vendor
- High proficiency with all Microsoft Office products (Word, Excel, Outlook & PowerPoint)
- Superb client management skills is a must
- Experience managing costs to a budget and analysing financial performance and driving recommendations to optimise cost efficiency and ROI.
- Strong performance management skills in managing external tele-vendors: ability to set clear goals, manage performance, drive continuous process improvement, and identify ways to optimise overall campaign results, across multiple campaigns simultaneously.
- Demonstrated ability to identify problems, determine root cause, collect data, propose solution and drive the implementation of that solution within a limited timeline
- Energetic self-starter with a positive attitude that is able to work independently and with limited supervision to achieve goals
- Previous experience working with clients and/or telemarketing vendors is preferred.
- Experience with project life cycles and proven accomplishment as a driver in this arena.
- Vendor management experience strongly preferred.