Outsourced Supplier Partnerships Manager (Contact Centre)

Halfords Group PLC; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading retailer in the UK seeks an Outsourced Supplier Partnerships Manager for its Contact Centre. The role involves managing supplier relationships, overseeing contractual compliance, and driving service excellence. Candidates should have strong experience in stakeholder management, contract negotiations, and budget control. This position offers hybrid working, competitive salary, and a range of employee discounts.

Benefits

Competitive salary

Hybrid working option

Employee discounts

Annual discretionary bonus

Enhanced family leave

Qualifications

• Proven track record in outsourced supplier management.
• Outstanding stakeholder management skills.
• Strong experience in commercial negotiations.
• Solid background in contract management.

Responsibilities

• Oversee the governance framework for suppliers.
• Maintain and manage contractual documentation.
• Conduct regular contract reviews and renewals.
• Define and monitor supplier SLAs and KPIs.
• Lead negotiations for best value and quality.
• Build collaborative relationships with suppliers.
• Act as primary escalation for supplier issues.
• Facilitate governance meetings for reviews.
• Support projects with contractual insight.

Skills

Managing outsourced suppliers

Stakeholder management

Contract management

Commercial negotiations

Supplier governance

Job description

Outsourced Supplier Partnerships Manager (Contact Centre)

Apply now Job no: 560311
Work type: Full time
Site: Redditch
Categories: Customer Support, Central Support
Location: Worcestershire
Salary: Competitive
Business Area: Halfords Support Centre

About us

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on‑demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.

About the role

At Halfords, our Outsourced Business Partners are more than suppliers – they are an extension of our team and critical to our continued success. We believe that building strong, engaged, and collaborative partnerships is essential to delivering the very best experience for our customers.

We are now seeking a Supplier Partnerships Manager to oversee all commercial and contractual aspects of our technology, systems, and outsourced resources within the Contact Centre. Acting as governance lead, you’ll ensure we maintain exceptional supplier relationships, compliance, and alignment with our operational goals. From managing partnerships and mitigating commercial risks, to driving service excellence and continuous improvement, this role will be pivotal in maximising the value of our partnerships and securing long‑term success through strong, constructive collaboration.

Key responsibilities

• Own the governance framework for technology and outsourced resource suppliers supporting the Contact Centre.
• Maintain and manage contractual documentation, ensuring compliance with agreed terms and conditions.
• Oversee regular contract reviews, renewals, and re‑tender processes in line with procurement policies.
• Define and monitor supplier service level agreements (SLAs) and key performance indicators (KPIs).
• Lead commercial negotiations to secure best value while maintaining high quality of service.
• Analyse supplier cost models to support accurate forecasting, budget control, and identification of savings opportunities.
• Build and maintain strong, collaborative relationships with supplier account managers and internal stakeholders.
• Act as the primary escalation point for supplier performance and contract‑related issues.
• Facilitate governance meetings to review performance, risks, and improvement initiatives.
• Support technology upgrades, service changes, and transformation projects with commercial and contractual insight.

About you

• Proven track record of managing outsourced suppliers, with strong experience in contract and relationship management in a similar environment.
• Outstanding stakeholder management skills, with the ability to build trust and influence at all levels.
• Solid background in contract management, commercial negotiations, and supplier governance, ideally in a contact centre or technology‑driven setting.
• Strong commercial acumen, with experience in budget control, cost optimisation, and risk identification.
• Confident in interpreting complex contractual documents and translating them into clear, actionable outcomes.
• Experience managing multiple supplier accounts simultaneously, balancing commercial priorities with service excellence.
• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• We offer hybrid working in our Support Centre; the majority of our Contact Centre team work from home.
• You will have access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.

We’re an equal opportunities employer

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.