This Channel Manager role is focused on sales driven through Webchat, online dropout and the online shop, optimising and maximising the sales volume and value. This role is important as the online shop and chat have the opportunity to deliver up to 50% of our total sales.

The perfect candidate would have strong experience of running chat and digital campaigns combined with outbound campaigns. Commercial acumen, the ability to deep dive and translate data, be able to drive results, manage stakeholders and create a culture of continuous improvement are essential to ensure we are always making life simpler, fairer, and more reliable for our customers.

• Accountability for all online shop, chat and dropout campaigns– Accountability for successful running of three campaigns, running as one, constantly testing and learning to find the optimum balance of self serve and assisted sales. This role will be accountable for defining and delivering targets for sales across the digital channels, increasing the number of customers that buy from us while maximizing the value we gain. They will use their strong experience of managing chat and outbound campaigns with an entrepreneurial approach while ensuring excellence and continuous improvement.

• Accountability of KPI delivery within digital channels– accountable for all elements of performance across a range of KPI's in-line with business needs. Knowing what, how and why, at all times, and putting proactive and effective mitigation plans in place to manage performance and deliver results where needed.

• Effective manager of third-party relationships - collaborative partnership approach to third party management. Strong two-way communication and a structured operating rhythm that gives the partners concerned the best chance of success and holds partners accountable for the delivery of that success.

• Manages value and costs as if they are your own â€“ closely manages operational and promotional costs, understanding how costs in your area impacts the P&L as a whole and with value at the heart of everything they do.

• Makes things simple and fair for customers - owns and drives operational insights, processes, and policy improvements to improve performance, increase value and improve the customer experience.

• Strong and collaborative stakeholder management skills - works within team and cross functionally to effectively create positive relationships with stakeholders through collective problem solving and the appropriate management of expectations in-line with agreed objectives.

• Security aware and responsible - Full understanding and compliance to General Conditions, GDPR and internal and external security obligations

• Effective Communicator - clear and effective communicator who uses insight and data to fact base plans before executing. Communicates with passion, enthusiasm and motivates others to deliver.

• Passionate about the customer experience â€“ Is the voice of the customer at all times and challenges conventional wisdom to continually improve the experience we give our agents and customers.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.