Commercial Forecasting and Planning, Europe - Senior Manager

The Commercial Forecasting and Planning Senior Manager is a pivotal strategic role at the heart of Customer Operations, playing a key part in delivering our ambitious transformation agenda. As we scale and evolve our European Customer Service model, this role provides the commercial rigour, discipline and insight required to achieve our financial commitments and operational ambitions. With significant visibility across the senior leadership team, you will influence core decisions that shape future RFP wins, the annual Operating Plan, commercial performance, and long-term customer support strategy. 

You will lead the commercial and WFM agenda for our European Outsourced Service Partner (OSP) network - owning Customer Service cost performance, driving accurate multi-channel workforce planning, and optimising resource deployment to deliver SLAs at the most efficient cost. Working closely with FP&A, Finance and transformation initiative owners, you will deliver precise, insight-led resource and cost forecasts, ensure savings and cost targets are tracked and delivered, and surface risks, opportunities and corrective actions early. This role requires a strong balance of customer focus and commercial discipline, directly shaping our cost to serve, OSP strategy and the success of our planning cycles. 

Job Responsibilities:

Commercial & Cost Management 

• Own the Europe CS cost forecast, aligned with FP&A and the Operating Plan 

• Track and validate all cost-saving initiatives, ensuring clear sequencing, risks and mitigations 

• Produce monthly commercial performance insights, highlighting variances, risks, opportunities and cost-to-serve trends 

• Ensure OSP invoicing accuracy and compliance with contracts 

Resource Planning & Workforce Management 

• Deliver accurate multi-channel resource forecasts and lead OSP headcount planning. 

• Optimise capacity and schedules to meet SLAs at the lowest efficient cost. 

• Improve forecasting, scheduling and intraday performance through enhanced WFM processes and tools. 

Strategic Planning & Governance 

• Lead annual and long-range workforce and cost planning cycles. 

• Maintain strong WFM governance across the outsourced network. 

• Model support costs for new business and RFP activities. 

• Drive continuous improvement through insights on WFM technology and market trends.

Reporting, Insights & Stakeholder Management 

• Enhance reporting to increase visibility of cost drivers and forecasting accuracy. 

• Act as a trusted commercial partner, turning operational trends into clear financial insights. 

• Build strong relationships with OSPs, initiative leads and senior stakeholders to deliver service and financial outcomes. 

Skills & Qualities: 

• Data & Analytical Skills: Proficiency with large datasets (incl advanced Excel skills) and data analysis tools with high attention to detail and the ability to turn data into insight 

• Commercial acumen: with a proven ability to manage budgets, forecast costs and lead cost-saving initiatives. Ability to understand and challenge operational, financial and contractual drivers of cost and efficiency 

• Leadership and communication: Proven ability to manage projects, lead teams, and communicate complex information effectively to diverse audiences 

• Stakeholder Management: Strong influencing, negotiation, communication and relationship-management skills. Ability to influence decision-making with various internal and external stakeholders 

• Highly organised, proactive, and able to manage multiple priorities and deadlines with a strong focus on outcomes. 

• Strong commitment to continuous learning, including proactively using automation/AI to streamline resource planning, forecasting and reporting 

• Strong MS Excel and PowerPoint skills (must) ; SQL skills (desirable)   

Experience: 

• Deep experience in demand and resource planning and forecasting within complex operational environments (minimum 5 years) 

• Experience managing outsourced operations and third-party suppliers (desirable) 

• Experience with complex multi-channel contact centres and hands-on experience with leading WFM systems (e.g. NICE IEX) (desirable) 

• Salesforce experience (desirable) 

• Background in insurance or regulated environments (desirable) 

Education: 

• A bachelor's degree in a related field  

We work in a hybrid model: 3 days in the office, 2 days from home. 

All your information will be kept confidential according to EEO guidelines.

The Team:  http://www.squaretrade.com/leadership   

SquareTrade is an Equal Opportunity Employer