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As the Sales and Retention Lead, Customer Engagement Centres, your role sits within The Economist's Sales Team, and is focused on delivering customer retention activity through our outsourced contact centre partner. This is a client-side vendor management role which includes spending regular time on site at the contact centre site(s). The sales activity consists of inbound telephone and live chat, plus outbound calling campaigns.
You will play a key role by leading the outbound activity, also with involvement in supporting the inbound activity. You will proactively collaborate on a range of activities to drive excellence in both sales performance and quality, including review of results, customer contacts, scripting and training materials, making suggestions and developing new initiatives, as well as completing checks and monitoring.