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Campaign Manager

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Our global technology Client is looking for a Service Delivery Manager to support execution of outbound tele - marketing campaigns in Western Europe.

The ‘Service Delivery Manager – Teleservices’ will work directly with defined vendors to manage the on-going performance of outbound Business-to-Business campaigns, as part of a newly created Telemarketing Campaign Desk for Western Europe.

The position will manage important internal relationships and partner closely with internal Sales and Marketing clients across Western Europe in delivering on their business objectives, and will ensure these colleagues (who must be viewed as ‘customers’) receive a consistent, high-quality experience. In this role you will manage the full execution life cycle of these tele-campaigns including campaign set-up (campaign and call collateral development); vendor engagement; costing; planning; execution; tracking; and performance analysis/optimization.

Responsibilities:
- Manage the relationship between Western Europe business regions and their telemarketing vendors as part of the ‘campaign desk’ service - and oversee the vendor’s operation management.
- Manage tele-marketing campaigns from kick off, planning, execution and measurement phases
- Understand the scope and objectives of campaigns to clearly manage clients’ expectations around results and delivery
- Daily communication with both clients and vendors including ongoing scorecard management around campaign performance to goal, business issues, service quality, and metrics
- Establish and maintain work back schedule, status lists, and key deliverables including deadlines and scope change for all campaigns supported
- Daily analysis of performance metrics to ensure vendor performance search for ways to improve efficiency and quality of support, and roll up monthly report for Western European HQ
- Collaborate across marketing, sales, and vendor contacts to execute campaign expectations
- Partner with other members of the team to measure campaign and vendor performance with focus on operational efficiency, quality, and process adherence.
- Managing timely campaign issue escalation, resolution and change, particularly regarding tools, ad-hoc reports, lead assignment
- Project management; process improvement; call collateral (scripting guides; follow-up emails) creation and review; and optimization
- Ensuring all client, reporting and vendor review calls meet business-defined call quality guidelines and attributes, with particular focus on protecting customer privacy
Issues management and tracking
- Act as a point of contact for vendor to Operations regarding on-going team Readiness, Quality, and Training.
- Execute Tele-campaigns in a Privacy compliant way respecting Customer communication preferences, and ensuring the appropriate and secure transfer of Customer data at all times.

Ideal candidate will have:
- Proven project or program management experience supporting (or in) marketing or sales functions, ideally supporting a hi-tech company
- 4-year college degree in business administration, operations management, marketing or a related field.
- Experience in supporting outbound telemarketing/telesales programmes is essential. Could also have worked in a middle management role at a telemarketing vendor
- High proficiency with Word, Excel, Outlook & PowerPoint
- Strong Analytical and problem solving skills.
- Superb client management skills is a must
- Experience managing costs to a budget and analyzing financial performance and driving recommendations to optimize cost efficiency and ROI.
- Strong performance management skills in managing external tele-vendors: ability to set clear goals, manage performance, drive continuous process improvement, and identify ways to optimize overall campaign results, across multiple campaigns simultaneously.
- Demonstrated ability to identify problems, determine root cause, collect data, propose solution and drive the implementation of that solution within a limited timeline
- Strong written and verbal communication skills
- Energetic self-starter with a positive attitude that is able to work independently and with limited supervision to achieve goals
- Previous experience working with clients and/or telemarketing vendors is preferred.
- Experience with project life cycles and proven accomplishment as a driver in this arena.
- Project Management experience preferred.
- Vendor management experience strongly preferred.

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