Head of Account Delivery

Vendor Management

Job Number: 3701

Location: Acton Support Centre (123)

Contract: Full Time / Permanent


Head of Account Delivery

As the Head of Account Delivery, you’ll be responsible for the delivery of the Connected World Service third party offer. You’ll be accountable for the P&L performance, customer experience and client performance/relationship for each account, ensuring this is delivered as per plan. You’ll manage multiple clients and underwriters across the CWS accounts, interpreting, influencing and delivering in line with each parties requirement, this being balanced within the approach of the CWS P&L performance, all of which needing to be achieved through the matrix of CWS SME’s and core group functions that are engaged to deliver the services contracted by the client.

Key responsibilities:

  • Accountable for the day to day performance of the CWS third party accounts in terms of client/contractual obligations and commercial performance being achieved
  • Accountable for overseeing all interaction with the client across the agreed rhythm and routines
  • Working with internal and external stakeholders to set each account strategy and performance approach
  • Liaising closely with each client to ensure the relationship with CWS is productive and meets the clients requirements
  • Responsible for the governance process managing on-boarding and in life performance management of the third party accounts
  • Governing that solutions are fit for purpose and meet the contractual obligations of each third party
  • Ensure the CWS team prepare, attend and manage operational reviews with each third party on a monthly basis
  • Govern CWS SME’s to ensure internal delivery functions are meeting their contracted obligations and that the commercial return is optimised


Key Skills & Experience:

  • Proven, extensive experience in a fast paced operational environment managing the end to end activity
  • Extensive commercial knowledge and experience in a sales environment
  • Knowledge of service industry technology and techniques
  • Knowledge of financial services and utilities sector
  • Experience of project governance
  • Experience of third party/B2B contract management
  • Working knowledge of FCA legislation and handbooks e.g. DISP, ICOBS, CONC
  • Experience of compliance methodologies
  • Relationship/ channel management experience
  • Proven leader – setting direction for a team and executing strategies


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.