Contact Centre Transformation Manager

The digital experience is at the heart of the relationship between brands and their customers. The Nissan Global Customer Experience (NCX) team aims to offer customers with the best experience through market leading technology for their online and offline interactions with the different Nissan brands, be it through a computer, a mobile phone or a tablet, or personal experience with Nissan representatives. This is enabled through PACE (Platform for Accelerated Customer Experience) which powers all of Nissan's 150 websites across the globe, which this team is responsible for developing, optimising and rolling out new experiences across Nissan., We are seeking a highly experienced Transformation Manager / Management Consultant to lead a global Contact Center transformation programme. This role is pivotal in driving the strategy, vision, and deliverables of the programme across multiple regions and markets. The ideal candidate will have extensive experience in CCaaS, and large-scale transformations Contact Centre / CRM Transformations and have a vendor-agnostic approach. This position will report to the Head of Global Digital Product and Implementation.,

• 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.
  
  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.


Other:

• Experience with 24x7 follow-the-sun global contact centre solutions is highly desirable.


• A holistic understanding of worldwide CRM , Contact Centra and CCaaS solutions and the ability to derive technical enablement strategies., Strong strategic thinking and leadership skills, with the ability to drive vision and influence stakeholders.


• Excellent programme management skills, with experience in managing cross-functional teams and complex projects.


• Superior communication and interpersonal skills, with the gravitas to engage effectively with senior leaders and regional stakeholders., Deep understanding of Global CRM and CCaaS solutions and the challenges associated with global implementations.


• Familiarity with AWS Connect and other leading CCaaS platforms in the Gartner Magic Quadrant is a plus.


Education and Certifications

• Bachelor's degree in Business Management, Information Technology, or a related field.


• Relevant certifications in product management, project management,CRM , Contact Centre technology or CCaaS solutions are advantageous.


This is not an exhaustive list and you are required to be flexible in your approach to carrying out your duties which may change from time to time to reflect changes in the Company's approach to a culture of continuous improvement.

Nissan has one of the most comprehensive European presences of any overseas manufacturer, employing more than 17,000 staff across locally based Design, Research & Development, Manufacturing, Logistics, Purchasing and Sales & Marketing operations. Total production in the UK alone is now over 9 million vehicles including award-winning crossovers, commercial vehicles and the Nissan LEAF, the world's most popular electric vehicle.


• 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


What's more, we think you'll like working with us because of our valued 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, so apply now to join CEC!

We firmly believe that investment in our employees is integral to their growth and success. As a member of our team, you will have access to many of our benefits - because we want you to feel cared for, supported, and engaged at Nissan. Alongside comprehensive career development and learning opportunities, you will also have access to a wide range of employee benefits. This includes an attractive car ownership scheme, flexible working practices, comprehensive health & wellbeing offerings and team building days.

Diversity and Inclusion:

All of us at Nissan - regardless of functional area or expertise - share a passion to design, manufacture and sell high-performance, fun to drive vehicles. Nissan 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.

London United Kingdom