Sales And Retentions Call Centre Director

Are you a commercially focused, high impact leader ready to shape the future of Sales, Retention and Renewals across one of the UK’s most trusted consumer service brands?

We’re seeking an exceptional Sales & Retentions Call Centre Director to lead our award winning, multichannel contact centre, delivering outstanding results for millions of members.

While the role is pitched at Director level, we’re equally interested in hearing from experienced Heads of Sales/Retentions with the drive, capability and ambition to step up into a larger, more strategic remit. If you’re ready to accelerate your career and take on a transformational leadership challenge, we want to hear from you.

This is a pivotal opportunity to own the sales journey end to end, drive profit and performance, and empower multi-site teams to deliver excellence across commercial, customer and operational outcomes.

Based primarily at our Bristol office, you’ll take ownership of the performance and customer excellence across multisite teams.

What you’ll be doing

• Lead the full Sales, Retention & Renewals agenda across inbound, outbound, SME and consumer membership channels.
• Set and execute a high impact contact centre strategy that maximises growth, conversion and customer lifetime value.
• Drive performance through robust budgeting, forecasting and KPI delivery across sales, retentions, renewals and member value.
• Transform the contact centre through cutting edge technology including Next Best Action (NBA), AI driven call coaching, and intelligent routing solutions.
• Partner with Digital teams to optimise journeys across telephony and online, improving efficiency and customer experience.
• Ensure strong FCA compliance and governance across all regulated sales and retention activity.
• Champion call quality, coaching and consistency through our ‘Perfect Call’ methodology.
• Build and inspire a high performing team of c.300 colleagues across multiple sites, with a strong culture of accountability and engagement.
• Own strategic supplier and outsourcer relationships, ensuring commercial performance and customer outcomes are consistently achieved.
• Drive continuous improvement across NPS, complaints reduction, AHT, abandonment, sales, churn reduction and retention results.
  
  

What you’ll bring

• Senior leadership experience in large, complex, high volume contact centres.
• Expertise in regulated sales, retention and renewal environments, with strong FCA knowledge.
• Proven commercial acumen with a track record of delivering step change performance improvements.
• Experience influencing and presenting at Executive and Board level.
• A strong people leader with experience managing multisite teams and developing senior talent.
• Strategic agility with experience managing significant operating budgets.
  
  

Qualifications

• Degree-level education (or equivalent experience).
• Established call centre leadership credentials.
• Management qualifications advantageous.
  
  

As a Senior Leader at RAC, you’ll get benefits that go the extra mile

• Earnings That Motivate - enjoy a competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme - a unique opportunity to share in RAC’s future success and be rewarded for the exceptional work you deliver
• Tools to Drive Your Future - get started with a free RAC Ultimate Complete Breakdown Service from day one, plus access to a car salary sacrifice scheme (including electric vehicle options) after 12 months, delivering serious tax savings.
• Time Off That Matters - enjoy 25 days annual lave, plus bank holidays. We also support work-life balance with paid family leave, flexible schedules, and practical resources to help navigate personal commitments.
• Financial Security & Perks -pension scheme with up to 6.5% matched contributions alongside life assurance cover up to 4x salary (10x optional with flex benefits), designed to support you long-term
• Wellbeing That Works for You - our 24/7 confidential support service is available to you and household members aged 16+, offering reassurance whenever you need it.
• Extras That Make a Difference - access Orange Savings, our exclusive discount portal with deals across top retailers, holidays, tools, tech and more. After passing probation, you’ll automatically join our Colleague Share Scheme, giving you a stake in our collective success.
  
  

Why RAC?

For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.

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