Channel Manager - Online Assisted Sales

Dixons Carphone / Online Trading and Ecommerce

Job Number: DC-SF02100

Location: Acton

Contract: Full Time / Permanent


At Dixons Carphone, we’re making a big investment in technology as part of our Digital Transformation. We’re focusing on improving research and compare journeys, enhancing product content, and helping our customers complete their journey across their choice of channel, be it online, via live chat, on the phone, and in our stores.

After launching a state-of-the-art new online platform from Carphone Warehouse, we’re on the lookout for talented digital experts, from entry level to experienced managers, heads of department and directors, who can help us with the next part of our transformation.

This exciting role in our Ecommerce team will be responsible for driving the commercial performance, the customer experience and shaping the long-term direction of all assisted channels for Online. These include, Live Chat (assisted sales on site), E sales (the call centre for our online customers), Web Decline, Web Upgrade Eligibility Checker, E-orders (our order processing team.) 

You will:

  • Manage the commercial performance of the assisted channels. This includes putting the strategic and tactical plans in place to drive forward the commercial performance.
  • Manage reporting, analytics and insight on performance.
  • Develop a strategic optimisation plan.
  • Align and integrate the sales channels to key business processes (Events, Promos & Range.)
  • Drive the developmental roadmap for all assisted channels for the next 3 years and beyond.

You will need:

  • An Ecommerce background and experience in a contact centre environment.
  • Experience working cross functionally and within a trading team. Strong people skills are essential as you will be liaising with colleagues across the business.
  • Experience of running a Live Chat program would be highly desirable due to the focus of this role.
  • Experience of working in the Telco industry would be beneficial.
  • To be able to prioritise your work and handle multiple projects at any one time whilst maintaining a focus on deadlines and quality.

Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.

It’s an exciting time to join us and find yourself a place in our growing success story, apply now.