Senior Digital Partner Manager

A strategically meaningful role focusing on the growth of our digital services whilst delivering outstanding customer experiences. Building on the successes of Webchat, Messaging and back-office services, this role will play an increasingly integral part in our transition to AI & Automation, adoption of self-service and growth of our digital sales channel.

The role requires you to be responsible for all of Tesco Mobiles' digital works teams (Web Chat Sales, Wed Chat Service, In App Messaging, Back Office and, E-care ensuring our teams (in-house and partners) deliver a market-leading customer experience in line with commercial agreements. You will also drive a framework for continuous improvement in all work streams ensuring the customer experience is improved at every touch point, including the move to using AI & Automation across all channels and have a deep understanding of the digital world to ensure the online services continue to develop and fully optimise the potential of the channel including AI & Automation.
You will be responsible for

• Lead, empower, and support our off-shore partner in delivering outstanding levels of customer service


• Accountable for sign-off of all changes in the digital services


• Take direct responsibility for ensuring the successful delivery of outsource partner performance (located in India) against agreed requirements. Typically, these will include but are not limited to :


• Quality and Customer Experience service levels (Global FCR and NPS)


• Operational efficiency metrics (budget and tasking targets)


• Deflection Rates and containment rates


• Delivery against commitments (delivered hours in the right shape)


• Delivery against commercial targets for each account (Sales and conversion rate)


• Responsibility for running, maintaining, and evolving operational relationships with all partners for the e.g., Tesco, FIS, VMO2, MVNO etc


• Responsible for supporting Tesco with the development and growth of channels including developing future strategies, identifying standard process, bidding for capex and defining cases/plans for the future


• Develop and maintain strong effective working relations with other business functions: specifically, Finance, Planning, MI, Customer Experience, Communications, CCI, L&D etc


• Build, evolve and maintain a robust mechanism for turning insight & data into action through our digital customer channels


• Consistent record to run, lead and empower digital partner(s) to deliver outstanding results for customers and colleagues in support our ambition to be number one for Customer service


• Working with Agile methodologies, have the skills to encourage people, offering clarity and strong decision-making across multiple partners


• Experience at handling third party relationships to deliver for our business and lead major change initiatives


• Be the digital guide and champion with particular focus on the growth of messaging / AI and Back Office functions that accelerate our strive to customer self-service in a world of AI & Automation


• Equally comfortable in drilling into detail as stepping back to offer strategic mentorship and direction
  
  Passionate about customers, colleagues, our customer experience and all things digital


• A collaborative teammate


• An effective communicator who can operate at all levels


• Presentation skills, capable of influencing at senior levels and crafting business investment cases


• Demonstrate strong commercial acumen and negotiation skills


• Passionate about AI and future automation in the customer service space


• Experience with large scale digital service functions and automation activities


• Experienced in partner management in an Agile organisation


• Experience with handling a multi-million-pound annual budget covering headcount, opex and capex


• Experience of defining or leading Self Service capabilities
  
  A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we've launched into new services and markets. With more than 5 million customers, we're the largest mobile virtual network operator in the UK. We're proud to have an inclusive culture that's uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders.


We care for human connection and we keep our customers at the heart of everything we do, which is why we've embraced the Agile way of working. Agile is more than just a methodology - it's a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do - allowing us to respond at pace to our customers' needs. It encourages variety of thought and enables us to thrive, both individually and collectively.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We're a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you. We work in a more blended pattern - combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. If you are applying internally, please speak to the Hiring Manager about how this can work for you - Everyone is welcome at Tesco.

We're all about the little helps. That's why we give our wonderful colleagues bags of benefits. Including wellbeing services, an award-winning pension scheme and much, much more, our colleague reward package keeps on giving. And helps make every day a little better for you and your family. These include but are not limited to:

• Annual bonus scheme of up to 20% of base salary


• Holiday starting at 25 days plus a personal day (plus Bank holidays)


• Buy holiday salary sacrifice scheme (for salaried roles)


• Private medical insurance


• Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution


• Life Assurance - 5 x contractual pay


• 26 weeks maternity and adoption leave (after 1 years' service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 4 weeks fully paid paternity leave


• The right to request flexible working from your first day with us


• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing


• A Colleague Clubcard for you & a family member (after 3 months of service), giving you access to lots of discounts in-store & online


• Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home


• Access to our colleague networks providing a space for colleagues to come together from a range of backgrounds. For more information about our colleague networks please click here


• Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want