Head of Functional Competence Centre - Contact Centre

Tomorrow is our home

Start at BSH Home Appliances Group if you believe in delivering quality: As a leading manufacturer of home appliances and solutions, we can rely on people in our production sites who do their best. With our global brands Bosch, Siemens, Gaggenau and Neff as well as our local brands, we fully trust in their excellent work. In return, they know we will give them the chance to extend their skills and grow. Join us now and give your career a home.

Permanent (P)

Total weekly hours: 37.5

We are seeking a high-impact, strategic leader to fill an advisory role designed to shape the future of our Contact Center (CC) environment. The ideal candidate will blend a deep operational background with strategic transformation expertise. You will be responsible for balancing cutting-edge technology (AI/automation) and commercial viability (ROI/cost) while maintaining focus on customer experience (NPS/conversion). This role acts as a credible, consultative partner across countries and matrixed stakeholders to drive change rather than manage daily CC line operation.

Your responsibilities

• Strategy, Change & Transformation: Define, implement, and drive a comprehensive Contact Centre strategy that aligns with overall business growth and operational ambitions.
• CC Operations & Process Mastery: Champion customer-centric quality, balancing operational metrics with customer experience metrics such as NPS, conversion rates, and turnover.
• Technology, AI & Automation: Provide a clear vision of how technology, automation, and AI can transform CC operations and support business scale.
• Commercial & Financial Acumen: Demonstrate a strong grasp of operational costs, return on investment, and future system budget requirements
• Leadership, Influence & Stakeholder Management: Act as a credible, confident advisor who commands respect and influences senior stakeholders and direct reports.

Your profile

• Contact Centre Operations: Solid background in CC environments with proven operational and internal advisory experience.
• Tech & Automation Acumen: Strong understanding of how AI, automation, and tech transform CC performance and customer experience (IT expertise not required).
• Strategic Transformation: Track record of driving change, designing future operating models (e.g., pooling, offshoring), and managing strategic initiatives.
• Data-Driven Decision Making: Strong analytical skills using data and operational metrics (NPS, conversion, turnover) to steer decisions.
• Resilience & Drive: High resilience in managing change, ambiguity, and competing priorities.

Benefits

• Competitive salary and bonus package.
• Life Assurance.
• Enhanced Holiday Entitlement.
• Contributory Pension Scheme.
• Salary Sacrifice EV scheme. (Subject to eligibility)
• Employee Discount and Access to BSH Reward website.
• Training and Development Opportunities.