Track & Contact Centre Contract Manager – Based at MB World, Weybridge

Overview

In this role you will lead the Track & Contact Centre delivery for Mercedes-Benz World, ensuring high service standards and efficient use of resources. You will manage key supplier relationships, monitor performance against SLAs, and drive continuous improvements that enhance customer outcomes. You will own budgets and reporting, influence sales and service results, and develop a high-performing team through cross-functional collaboration. This is a chance to shape the customer experience at a luxury automotive brand and contribute to operational excellence.

Pay / Benefits

• competitive salary
• discretionary bonus
• pension scheme
• flexible benefits pot
• colleague car schemes
• wellbeing resources

Responsibilities

• Lead performance and continuous improvement of the Track & Contact Centre to elevate service, efficiency and customer satisfaction
• Manage supplier relationships, monitor SLAs and KPIs, and align resources to demand
• Identify and implement process improvements, new products, and customer experience enhancements
• Own departmental budgets, forecasts and performance reporting for cost control and decision-making
• Drive sales and service performance by maximizing opportunities and resolving customer issues
• Develop and motivate a high-performing team while delivering marketing initiatives and building partnerships

Key requirements

• Proven experience leading customer-focused teams
• Strong commercial acumen with understanding of sales and P&L performance
• Exceptional communication and stakeholder influencing skills
• Passion for delivering outstanding customer and colleague experiences
• Excellent organisational skills and ability to prioritise and meet deadlines
• Experience managing third-party suppliers and service contracts
• Data-driven, analytical approach to decision-making and problem-solving
• Self-motivated, adaptable mindset with a passion for continuous improvement
• Flexible working hours including occasional evenings and weekends

• customer-focused
• people-oriented
• stakeholder management
• supplier management
• SLA/KPI monitoring
• budgeting and forecasting

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