Are you a skilled contact centre professional with a focus on innovation, strategy and strong senior-level experience? Then this is your chance to be part of the Consumer Service leadership team, supporting the LEGO sales and brand experiences in a diverse, challenging and above all fun place to be.
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You will join the LEGO Group in one of our contact centre locations (Slough, UK or Enfield/CT, US) where you will work to ensure that the LEGO Consumer Service department prioritises resources now and in the future in the right way, delivering the right value for the LEGO Group. Consumer Service’s main strategic priorities are to:
• Handle all inbound consumer contacts (calls, emails, chat) in a way that lives up to the expectations of the LEGO brand
• Act as front-line guardians of consumer/ shopper experience and brand reputation
• Actively play a part in deepening the level of engagement each consumer has with the LEGO brand
You will step up Consumer Services' strategic focus, constantly reviewing and improving how value is delivered to the company. As the LEGO Group expands and grows, you identify the appropriate service set up for different geographical markets, new services and new products, developing operational models and stakeholder handshake agreements. You will also evaluate consumer and shopper behaviour and contact centre industry trends on an on-going basis to make recommendations for future channel and service strategy. You will work collaboratively with other consumer engagement channels and support the LEGO Group’s digital marketing priorities.
The role holder will report directly to the Senior Director of Global Consumer Service and have no direct reports, so the focus is strategic.
What are the challenges?
The ability to conceptualise and agree new service areas and to own the smooth transition to project stage and to business as usual are critical, whilst always working towards the best possible service solutions balanced with operational efficiency and realistic costs.
You need to constantly keep yourself abreast of technology and industry developments.
You will need to be able to build excellent relationships, collaborate across different functions and manage stakeholders’ expectations.
What is special and different about this role?
This is a role which combines strong understanding of the operational engine of a contact centre with strategic service development and service innovation.
LEGO has a contact centre environment like no other, the LEGO brand, values, culture and play experience inform everything we do. We have a highly engaged and motivated workforce of up to 350 employees across three continents, and a fun, playful and collaborative culture that is the envy of the contact centre industry. We have also recently won the highly prestigious European Contact Centre of the Year award.
The involvement in strategy development and deployment allows the role holder to leverage and hone their strategic thinking and negotiation skills in a global function with the opportunity to travel to realise the true potential of the role.
You are able to learn about adjacent business areas inside Consumer Services, IT, web development as well as other departments in digital consumer engagement, marketing and across the LEGO Group.
Do you have what it takes?
• Relevant in-depth experience at manager+ level in a similar role in a contact centre/customer service or business development/ account management role (ideally a combination of these)
• Ideally worked with premium brands focused on driving consumer engagement
• Experience in business analysis, strategy formation and in the creation of strategic documents and charters.
• Relationship management and negotiating at senior level (both internal and external)
• Excellent understanding of contact centre/ customer service industry, technology and best practice
• Experienced presenter who is highly articulate and able to share ideas and facilitate discussion at senior level using different media.
• Project management skills/ qualification an advantage
• University educated, ideally in business studies or related area. MBA preferred
• Native level English, both written and spoken
• Second Asian or European language an advantage
• Ability to travel regularly in Europe, US and Asia (approx. 1 trip per month)
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