Sales & Retentions Call Centre Director

About The Role

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

We'reseeking an exceptionalSales & Retentions Call Centre Directorto lead our award winning,multichannelcontact centre,deliveringoutstanding results for millions of members.

While the role is pitched at Director level,we'reequally interested in hearing fromexperienced Heads of Sales/Retentionswith the drive,capabilityand ambition to step up into a larger, more strategic remit. Ifyou'reready 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 endtoend, driveprofitand performance, and empower multi-site teams to deliver excellence across commercial, customer and operational outcomes.

Based primarily at ourBristol office,you'lltake ownership of the performance and customer excellence across multisite teams.

What you'll be doing

• Lead the fullSales, Retention & Renewalsagenda across inbound, outbound, SME and consumer membership channels.

• Set and execute ahigh impactcontact centre strategy that maximises growth,conversionand customer lifetime value.

• Drive performance through robust budgeting, forecasting and KPI delivery across sales, retentions,renewalsand member value.

• Transform the contact centre throughcutting edgetechnology including Next Best Action (NBA),AI drivencall 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,coachingand consistency through our 'Perfect Call'methodology.

• Build and inspire ahigh performingteam 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, churnreductionand retention results.

What you'll bring

• Senior leadership experience in large, complex,high volumecontact centres.

• Expertiseinregulated sales,retentionandrenewalenvironments, with strong FCA knowledge.

• Proven commercial acumen witha track recordof deliveringstep changeperformance 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 qualificationsadvantageous.

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'llautomatically join our Colleague Share Scheme, giving you a stake in our collective success.

Why RAC?

For more than 128 years,we'vebeen keeping drivers moving, and todaywe'retrusted by over 15 million members.We'realso trusted by our people, with a 4.5-starGlassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.