Job Title: Sales and Marketing Campaign Lead
Job Description:
The Sales Campaign Lead plays a crucial role in ensuring smooth campaign execution from start to end and involves capturing and relaying feedback from agents to enhance campaign effectiveness and ensuring smooth communication between stakeholders.
The Sales Campaign Lead is responsible for contributing and facilitating the planning, execution, and follow-up of sales campaigns within the call center. This role ensures that supervisors and agents are well-prepared to meet the campaign goals as defined in each campaign brief and ensures an effective communication loop exists between business teams and the contact center floor.
Essential Functions/Core Responsibilities:Campaign Planning, Preparation & Execution:
Act as the conduit between the client & Concentrix by engaging with client's Campaign Manager, Market CRM Leads, and Countries to ensure we have the campaign activities required to deliver our business objectives. Ensure that call center supervisors and agents are informed and fully prepared for upcoming campaigns by coordinating resources and providing campaign briefs in advance. Ensure supervisors and agents are well-equipped with the necessary campaign materials, resolving campaign execution doubts they may have and ensuring timely communication of campaign details, objectives, and expectations.Communication & Coordination:
Act as the primary link between the business (country/commercial leads and CRM leads) and supervisors and agents to ensure effective campaign execution.Training & Development:
Identify training needs and collaborate with the contact center training team to ensure supervisors and agents receive proper training on processes and tools, particularly regarding campaign management and MSD (Microsoft Dynamics).Issue & Feedback Management:
Monitor and help address issues raised during campaign execution and proactively provide feedback from agents to improve processes and tools.Performance Monitoring & Reporting:
Track key performance indicators (KPIs) to ensure campaign success and take corrective actions as necessary. Lead 'Contact Center Campaign Performance Review' to review and update on progress, highlight challenges, issues, and risks, and ensure continuous alignment with campaign objectives.Improvement & Innovation:
Gather feedback from supervisors and agents and propose improvements into the Sprint Management Process and actively participate in the weekly 'Idea Generation' sessions.Qualifications: Experience:2-3 years of experience in a Contact Center Campaign Management role.Skills:Strong communication and coordination abilities.Proficient in campaign management tools (especially MS-Dynamics 365).Analytical skills to track KPIs and identify areas for improvement.Education:Bachelor's degree in business, Marketing, or related field (preferred but not required).Location: ESP Barcelona - C/ de la Selva de Mar, 129
Language Requirements: English (Required)
Time Type: Full time
#J-18808-Ljbffr