BPO Sales Manager, Network Acquisition – Optimisation

This is a fully remote position, open to applicants in France.

📋 Description

• Manage comprehensive relationships with all BPO/agency partners in various countries, encompassing onboarding, daily management, escalations, and offboarding.

• Serve as the primary point of accountability for BPO performance.

• Negotiate and oversee contracts, SLAs, and commercial agreements with agencies.

• Assess, select, and onboard new BPO partners for emerging markets.

• Establish a standardized operational framework that includes reporting schedules, WBRs, MBRs, and escalation protocols.

• Define and monitor KPIs/SLAs for each agency and market.

• Develop and maintain dashboards and reporting tools for real-time visibility into network performance.

• Identify underperforming partners or markets and implement corrective action plans.

• Convert business objectives into performance expectations at the agency level.

• Conduct calibration and quality assurance processes.

• Manage the BPO budget, including forecasting, expenditure tracking, and variance reporting.

• Analyze cost-per-outcome across partners and markets to identify and execute cost-optimization initiatives.

• Provide budget and performance updates to finance and leadership.

• Design processes and governance for a multi-agency, multi-country, multilingual, and multicultural network.

• Create and maintain expansion playbooks.

• Collaborate cross-functionally with the Acquisition team on objectives, budgets, and reporting standards.

⛳️ Requirements

• Proven experience in managing outsourced/BPO operations at scale, ideally across multiple countries or vendors simultaneously.

• Background in sales, acquisition, and growth within high-velocity environments.

• Strong history in vendor performance management, including establishing KPIs/SLAs, conducting WBRs and MBRs, and ensuring accountability.

• Experience in budget ownership, including forecasting, tracking, and optimizing spend across various cost centers or vendors.

• Proficient in creating structure and processes from a relatively unstructured starting point.

• Strong analytical abilities and experience with dashboards/reporting tools and CRM systems to monitor performance and costs.

• Excellent stakeholder management and negotiation skills.

• Comfortable working across different time zones and cultures.

• Proficient in English.

• Proficiency in French and/or Spanish would be a plus.

🏝️ Benefits

• The opportunity to participate in our share options program.

• 25 working days of annual leave.

• Access to the latest MacBook models.

• Confidential Employee Assistance Program (EAP) available for you and your family.

• Home office support, including IT workstation equipment and a personal budget of up to €540 for home office furniture.

• Co-contribution meal vouchers for each workday through a convenient meal card.

• Comprehensive medical coverage.

• Frequent team-building events.

• A personal monthly budget for shopping on Vinted.

• Option to work remotely for up to 90 days per year within the EU, with 21 days globally.

• For non-EU citizens, 21 days of remote work worldwide.

• Individual learning budget starting at €3,000 annually.

• Up to 10 working days over a 2-year period dedicated to personal and professional development.