Role Description The corporate Contact Centre is seeking an experienced and driven Contact Centre Manager to lead and develop a high‑performing customer contact function. This role is responsible for operational performance, people leadership, customer experience, and continuous improvement across all contact channels. You will ensure services are delivered efficiently, compliantly, and to a consistently high standard, while creating a positive and inclusive environment for colleagues. - Lead, motivate, and develop contact centre team leaders and advisors to deliver excellent customer service - Own operational performance, including service levels, quality, productivity, and customer satisfaction - Drive performance through clear KPIs, coaching, and regular performance reviews - Ensure compliance with data protection, information security, and internal policies - Identify and implement continuous improvement initiatives to enhance customer outcomes and efficiency - Work collaboratively with internal stakeholders to resolve issues, implement change, and improve services - Liaise frequently with service areas Qualifications - Proven experience managing a contact centre or customer service operation - Strong people management and leadership skills - Experience of performance management, quality assurance, and service improvement - Excellent communication and stakeholder management skills - Ability to analyse performance data and translate insight into action Requirements - Experience in a regulated or high‑volume contact centre environment (Desirable) - Knowledge of multiple contact channels (telephone, email, chat, digital) (Desirable) - Experience managing change or transformation initiatives (Desirable) Benefits - Birmingham City Council is an accredited Disability Confident Leader employer - Commitment to employing, retaining and developing all of our people - Flexible working options will be considered

• Execute product management end-to-end including: market research, competitive analysis, roadmap development, pricing, and launch. • Collaborate with the Content & Editorial team to execute the strategy related to state adoptions, pricing bundles, sampling, and open territory/large-district opportunities for a product. • Conduct user interviews and coordinate tests to validate product decisions. • Synthesize customer feedback, product analytics, and competitive market data into clear prioritization recommendations. • Monitor P&L for your product line and surface risks and remedies to leadership. • Collaborate across Content, Marketing, Sales, Finance, Design, and Operations to keep vision and execution aligned. • Provide oversight and ensure alignment between the instructional philosophy, content development and Great Minds’ digital platform in the delivery of features and customer experience.

• Define and drive CRM product strategy • Build and own the product roadmap for lifecycle monetization and CRM-enabled advertising capabilities. • Identify new opportunities to monetize Fandom’s first-party audience signals across lifecycle channels. • Develop strategic frameworks that align lifecycle engagement with advertiser value and long-term revenue growth. • Lead complex cross-functional initiatives spanning Product, Engineering, Data, Sales, and Ad Operations. • Drive alignment across stakeholders to deliver scalable lifecycle monetization products. • Operate as a key product leader bridging technical teams and revenue organizations. • Build and scale CRM-powered products enabling sponsored lifecycle campaigns, audience activation, and personalized engagement. • Drive integrations across marketing platforms such as Iterable, Braze, or similar lifecycle marketing systems. • Develop systems for audience segmentation, signal enrichment, and campaign targeting. • Leverage experimentation, analytics, and data science to optimize product performance and validate product hypotheses. • Launch new monetization capabilities that expand Fandom’s advertising platform and create differentiated advertiser offerings. • Identify opportunities to unlock new revenue streams through lifecycle engagement and audience intelligence. • Continuously evolve lifecycle monetization capabilities to maximize fan engagement and advertiser ROI.

• Own the end-to-end product workstream for launching Reap's card issuing infrastructure into European and African markets • Lead the launch of new card schemes in your markets • Build market requirements documents covering the full card issuing stack • Project manage the expansion across cross-functional teams • Own the go-live checklist for each market and scheme • Own the transition from MVP to full capability • Own the ongoing BAU for your markets • Track and respond to ongoing regulatory changes