Customer Contact Strategy Manager

The Customer Contact Strategy Manager is responsible for leading and optimising First Locate’s customer contact strategies across all operational areas.

Reporting to the Head of Technology \& Transformation, the role will lead the Real Time Campaign Analysts team and be accountable for maximising customer engagement through effective campaign management, dialler optimisation, workflow design and omni\-channel contact strategies.

The role will act as the business subject matter expert for the Connex platform, driving innovation, operational efficiency and continuous improvement to ensure First Locate maximises the value of its customer contact technology whilst delivering fair customer outcomes and maintaining full regulatory compliance.

Key Responsibilities

• Lead and manage the Real Time Campaign Analysts team.


• Oversee all omni\-channel campaign activity across the business.


• Manage campaign creation, workflows, queues and business rules within Connex.


• Develop and implement targeted customer contact strategies.


• Drive improvements in outbound contact rates and customer engagement.


• Conduct best\-time\-to\-call analysis and implement recommendations.


• Manage list penetration strategies and recycle methodologies.


• Review and optimise SQL rules and campaign logic.


• Produce performance reporting and operational insight.


• Develop AI Agents flows within Connex for quality and specific debt collection use cases


• Present recommendations and findings to stakeholders and leadership teams.


• Support technology transformation initiatives and platform enhancements.


• Ensure campaigns remain compliant with FCA and Ofcom requirements.


• Drive operational efficiencies through automation and innovation.


• Act as the primary business contact and knowledge expert for Connex.


• Undertake any additional duties reasonably required by the business.

Essential

• Experience managing dialler and omni\-channel customer contact technologies.


• Experience managing multiple campaigns across multiple clients within a contact centre environment.


• Experience leading and developing teams.


• Strong analytical and problem\-solving capability.


• Working knowledge of SQL and campaign optimisation techniques.


• Excellent presentation and stakeholder management skills.


• Excellent communication and influencing skills.


• Expert understanding of Ofcom regulations.


• Strong understanding of FCA requirements and Consumer Duty principles.


• Experience operating within a regulated environment.

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