Country Director

hace 11 horas

Barcelona, España CPM A tiempo completo

**Description**:
The Country Director is ultimately accountable in country, for all aspects of CPMs contractual commitments for its defined client(s). Leading the successful delivery of the service delivery model and at the same time upholding our corporate values to deliver superior customer experience solutions. The Country Director sets direction, leads, maintains team morale, manages client relationships, and seeks to maximise client value, while managing resources, delegating specific duties as necessary, and maintaining oversight and accountability through compliant processes.

**Financial Acumen**
- To ensure stringent control of the in-country P&L, maximizing revenue, and reducing waste factors that impact GP and EBIT
- Identify new revenue opportunities which are a win-win for the client and CPM
- Set annual budgets

**Communications and Client Management**
- Contribute to the immediate, medium, and long-term business objectives and be a pivotal role in setting the future direction of the campaign and country operations.
- Create effective communication programs which foster deep lasting relationships with clients as well as our people internally and externally.
- Identify, communicate and resolve through effective action planning, areas of development within our business that can positively impact our clients and or our people.
- Maintain an effective and proactive client contact strategy, fostering relationships with new stakeholders and working collaboratively to drive
- Identify where new products or services could add value to current or prospective clients and propose robust business plans to develop these services and further enhance their experience with CPM as a partner

**Service Delivery**
- Own and deliver the service delivery commitments consistently across all elements of the contract
- Anticipate risks and delimit these where possible through active control measures
- Understand the levers of contact centre operations and how these can be used to drive outstanding performance
- Leadership and People
- Be an inspiring leader through an active hands-on leadership approach. Highly visible, engaging, and leading from the front
- While focusing on delivering excellence, always drive the purpose with your teams, together sharing success
- Genuinely gregarious, caring, and considerate you seek to solve problems and support people in everything you do, ever mindful of risks and objectives

**Requirements**:
**Must-Have**:

- Significant experience managing complex Service Delivery Models
- BPO/Vendor contact centre management experience
- People management skills, including experience in managing large teams through layers (ideally international teams)
- Outstanding Analytic skills and ability to determine solid conclusions from multiple data sets.
- Leadership flair with the skill to motivate others to perform and exceed expectations;
- Professional, proactive, positive, and with a “can-do” attitude
- Experience in managing a P&L greater than $15m per annum

**Preferred**:

- Proficient spoken and written English (additional EU languages highly valued)
- Working knowledge of Spanish labor law (preferential)
- 5 + Years working in a senior leadership role within the BPO sector

**Technical / Professional Qualifications required**
- A degree in Business Management, Accountancy, or Legal is desirable
- MBA is highly desirable
- COPC Qualification is desirable

**Benefits**:

- 39 hours per week contract
- Monday to Friday, 9 AM to 6 PM
- Competitive salary
- 24 holidays per year

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