Head Of Customer & Operations - New Business

Role overview: Head of Customer & Operations - New Business London Currys London Campus at Waterloo (LHO002) Permanent Full Time Grade 6 We are looking for an innovative, ambitious leader with a history of delivering results, developing a team and has a high growth mindset to join the dynamic 'New Business' super squad. You'll be the centre of making all things new and high growth happen. With extremely strong planning & operations background you will be pivotal to all things new in Currys bringing emerging markets, new services and revenue models to life for customers across a seamless end-to- end customer experience This is a new squad with huge expectations - it's about creating new value and growth for Currys through inspiring and educating customers and colleagues about the latest and greatest on trend new tech, embedding these new categories and selling models into our business across all functions. You will be responsible for a team of 10 and will be accountable for 3 areas of activity ; firstly our Go to Market Customer planning and communication team, secondly our Operations team to design and implement new processes and ways of working and thirdly our 3rd party partnerships team who identify and operationalise new partnerships in services and products to sell across our market leading omnichannel platform. You will need to be creative and innovative to find new ways of working outside of BAU processes. You will need to be a natural people person and build exceptional relationships to ensure Currys is front of mind as a retailer of choice. You will also need strong influence and impact skills to ensure our agenda is prioritised across the business. You will have an entrepreneurial spirit with strong commercial acumen to build operational processes that are customer driven, cost effective and sustainable, supported by tenacity to land multiple initiatives despite the many roadblocks along the way. At Currys we're united by one passion: to help everyone enjoy amazing technology. As the UK's best-known retailer of tech, we're proud of the service our customers receive - and it's all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing. Role overview: As part of this role, you'll be responsible for:.

• Leading a trade marketing team to create effective customer journeys across channels based on customer insights as well as monetising supplier activity into these customer journeys
• Planning and tracking all activities across the squad for events, promotions, supplier activity, colleague training, channel communications, customer category communications.
• Leading an operations team to work with cross functional experts to align processes and create ways of working to deliver a seamless end to end customer experience. This includes our Service Operations and Contact Centre teams.
• All supplier contracts arrangements and service levels for returns and customer escalations post purchase working closely with Services Operations & Contact Centre.
• Interfacing with Channel Operations teams to ensure all New Business squad processes, stock loss solutions etc. are functioning, fit for purpose and maximizing profitability.
• Owning the measurement of the customer experience including commercial, CSAT and compliance.
• Being the subject matter lead for change programmes supporting New Categories, Subscriptions and Sold with within the 3YP.
• Identify new opportunities to grow our presence in new categories via 3rd party partners.
• Lead 3rd party B2B relationships and operationalize new products & services contracts.
• Actively seeking to develop well rounded talent and owns a robust succession and development plan for their team.
You will need:
• High level of operational performance management experience
• High level of experience in end-to-end customer experience & journeys.
• High level of planning and organizational capability.
• Experience in creating a strategy and adding value by building on an existing strategy.
• Strong skills and ability to manage all 3rd Party partners at differing levels of seniority.
• Strong judgment and decision-making skills to enable the right initiatives for the squad.
• Excellent numerical and analytical skills to review data and provide recommendations/actions plans to improve the customer experience, sales and EBIT
• Programme Lead & Management experience.
• Experience in reviewing, agreeing & managing 3rd party client and vendor service level contracts.
• Experience in B2B relationship management with 3rd party partners to ensure we maximise value.
• Ability to simplify complexity and refine processes to reduce friction, time & cost.
• Excellent inter-personal and communication skills, capable of presenting to senior stakeholders and delegating for category director.
We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:
• 25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme
• Private Medical Insurance
• Life Assurance
• Fantastic Colleague Discounts on Tech with Currys and iD Mobile
• Access to Champion Health (Wellbeing App)
• Hybrid Working (with an expectation to meet in person 2-4 times per month)
Why join us: Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life. Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we're in a position to make a real impact on people and the planet. Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application Apply careerscurrys and we'll do our best to help.


• High level of operational performance management experience
• High level of experience in end-to-end customer experience & journeys.
• High level of planning and organizational capability.
• Experience in creating a strategy and adding value by building on an existing strategy.
• Strong skills and ability to manage all 3rd Party partners at differing levels of seniority.
• Strong judgment and decision-making skills to enable the right initiatives for the squad.
• Excellent numerical and analytical skills to review data and provide recommendations/actions plans to improve the customer experience, sales and EBIT
• Programme Lead & Management experience.
• Experience in reviewing, agreeing & managing 3rd party client and vendor service level contracts.
• Experience in B2B relationship management with 3rd party partners to ensure we maximise value.
• Ability to simplify complexity and refine processes to reduce friction, time & cost.
• Excellent inter-personal and communication skills, capable of presenting to senior stakeholders and delegating for category director.
  
  This is a new squad with huge expectations - it's about creating new value and growth for Currys through inspiring and educating customers and colleagues about the latest and greatest on trend new tech, embedding these new categories and selling models into our business across all functions.
You will be responsible for a team of 10 and will be accountable for 3 areas of activity ; firstly our Go to Market Customer planning and communication team, secondly our Operations team to design and implement new processes and ways of working and thirdly our 3rd party partnerships team who identify and operationalise new partnerships in services and products to sell across our market leading omnichannel platform. You will need to be creative and innovative to find new ways of working outside of BAU processes. You will need to be a natural people person and build exceptional relationships to ensure Currys is front of mind as a retailer of choice. You will also need strong influence and impact skills to ensure our agenda is prioritised across the business. You will have an entrepreneurial spirit with strong commercial acumen to build operational processes that are customer driven, cost effective and sustainable, supported by tenacity to land multiple initiatives despite the many roadblocks along the way. At Currys we're united by one passion: to help everyone enjoy amazing technology. As the UK's best-known retailer of tech, we're proud of the service our customers receive - and it's all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:
• 25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme
• Private Medical Insurance
• Life Assurance
• Fantastic Colleague Discounts on Tech with Currys and iD Mobile
• Access to Champion Health (Wellbeing App)
• Hybrid Working (with an expectation to meet in person 2-4 times per month)
Why join us: Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life. Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we're in a position to make a real impact on people and the planet. Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application Apply careerscurrys and we'll do our best to help.