Job Description
The Customer Contact Strategy Manager is responsible for leading and optimising First Locate’s customer contact strategies across all operational areas.
Reporting to the Head of Technology & Transformation, the role will lead the Real Time Campaign Analysts team and be accountable for maximising customer engagement through effective campaign management, dialler optimisation, workflow design and omni-channel contact strategies.
The role will act as the business subject matter expert for the Connex platform, driving innovation, operational efficiency and continuous improvement to ensure First Locate maximises the value of its customer contact technology whilst delivering fair customer outcomes and maintaining full regulatory compliance.
Key Responsibilities
- Lead and manage the Real Time Campaign Analysts team.
- Oversee all omni-channel campaign activity across the business.
- Manage campaign creation, workflows, queues and business r...