Sales and Retention Manager

Currys London Campus at Waterloo
Permanent
Full Time
Grade 4

We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 2.7 million Pay Monthly customers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.

iD Mobile is an exciting place to work and we value innovation, imagination, and creativity. If you’ve got a great idea, we’ll help you run with it. We’re passionate about finding new ways to address our customers’ needs. We’re a little different to other start-ups, though, because we’re part of Currys PLC, Europe's leading electrical and mobile retailer. So, while iD Mobile has only been going for a few years, we’re part of a much bigger family.

As iD Mobile's Sales and Retention Manager, you'll manage the performance of our sales and retention campaigns across our contact centre operation. That means working with our outsourced partner Concentrix in South Africa, who handle inbound sales and retention contact, and with our retained team in Loughborough, who handle outbound - so you'll be across both inbound and outbound activity.

You'll make sure both teams have what they need to perform: clear targets, well-briefed campaigns, the right customer lists, and knowledge and processes that are fit for purpose. Working closely with our CRM, Commercial and wider iD teams, you'll turn campaign plans into activity that lands properly on the floor, track how it performs, and feed insight from the frontline back into how we retain and grow our customer base.

Key Responsibilities:

• Manage the day-to-day performance of sales and retention campaigns across both the Concentrix team in South Africa and the retained Loughborough team, against agreed volume, conversion and margin targets
• Brief campaigns into both operations, making sure requests are clear, deliverable and prioritised, and that the teams understand the commercial rationale behind them
• Take the outbound calling lists generated by the CRM team and turn them into deliverable outbound activity with the Loughborough team, tracking coverage, contact rates and conversion
• Set and monitor sales and retention KPIs for the contact centre teams, reporting performance to iD stakeholders and flagging risks and opportunities early
• Put in place initiatives to improve performance, working with quality, training and planning teams on coaching, incentives, scripting and resourcing
• Make sure the knowledge, processes and policies supporting sales and retention are accurate, current and consistent across both sites
• Identify opportunities from the teams and their data, using frontline feedback, call listening and performance analysis to spot improvement areas and feed them back into CRM, proposition and commercial planning
• Support project, regulatory and initiative delivery into the contact centres, making sure changes land properly on the floor. Travel to South Africa and Loughborough as required

Required Skills & Experience:

• Sales and retention performance management within a contact centre environment, both inbound and outbound - Essential
• Experience of managing or working with outsourced contact centre partners - Essential
• Proven track record of driving conversion and delivering against sales or retention targets - Essential
• Strong numerical and analytical skills, comfortable working with performance data to find opportunities and build a case for change
• Understanding of contact centre operations and key sales and service KPIs, across both inbound and outbound contact
• Experience of briefing campaigns or initiatives into operational teams and seeing them through to delivery
• Strong relationship management and influencing skills, able to work across sites, partners and internal teams without direct authority
• Telecommunications or subscription business experience is preferable

Why join us:

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
• Hybrid working (with an expectation to meet in person 2-4 times per month)

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 please email careers@currys.co.uk and we’ll do our best to help.