Strategic Planning Manager

Domestic & General; Nottingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading service provider in the UK is seeking a Strategic Planning Manager to spearhead long-term planning strategies for the Contact Centre. This role requires expertise in resource planning, forecasting, and analytics to ensure readiness for business growth and optimize customer experiences. Leadership capabilities and a strong analytical skill set are crucial for the candidate who will drive staffing strategies and oversee multi-year resource planning directed toward enhancing service quality. Join a forward-thinking team at this well-established company.

Benefits

33 days annual leave

Employer funded health cash plan

Pension scheme with matched contributions

Life assurance covering 4x basic salary

Discounted gym memberships

Employee discounts from various retailers

Qualifications

• Proven leadership experience with a track record of developing high-performing teams.
• Highly numerate with strong analytical and data interpretation skills.
• Ability to manage complex planning environments, including multiple BPOs.

Responsibilities

• Own and refine the multi-year resource planning model aligned to business growth.
• Partner with senior leaders to anticipate future demand and capacity requirements.
• Model the impact of strategic changes such as channel shifts and technology adoption.

Skills

Leadership

Analytical skills

Data interpretation

Resource planning

Forecasting

Tools

Contact centre systems

Workforce management tools

Analytics platforms

Job description

At Domestic & General, we're focused on delivering exceptional customer experiences-and that starts with having the right people in the right place at the right time. As our Strategic Planning Manager, you'll lead the long-term and mid-term planning strategy for our Contact Centre, ensuring resource requirements align with business growth, service ambitions, and commercial priorities. This is a high-impact role where develop accurate forecasts, capacity models, and strategic insights that shape decisions on staffing, transformation initiatives, and customer experience improvements.

Key Responsibilities

• Own and refine the multi-year resource planning model aligned to business growth and customer experience objectives
• Partner with senior leaders to anticipate future demand and capacity requirements
• Model the impact of strategic changes such as channel shifts, technology adoption, and product launches
• Lead the creation of accurate forecasts at monthly, quarterly, and annual horizons
• Analyse historical trends and external factors to improve forecast accuracy
• Establish required staffing levels (FTE) and conduct scenario modelling to support commercial decisions
• Recommend optimal resource mix across in-house teams and BPO partners
• Produce planning dashboards, variance reports, and workforce recommendations
• Collaborate with Operations, HR, Finance, and Change teams to ensure alignment on workforce needs
• Evaluate planning tools and introduce best practices to enhance forecasting capability

• Lead, mentor, and develop a team of planning analysts and managers

  Ability to manage complex planning environments, including multiple BPOs

• Highly numerate with strong analytical and data interpretation skills
• Solid understanding of contact centre systems (telephony, WFM, analytics platforms)

• Proven leadership experience with a track record of developing high-performing teams

  At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

Benefits

• Annual leave - 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
• Health cash plan - employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
• Pension scheme - matched employer contributions up to 5% of basic salary
• Life assurance - employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services
• + Salary Finance - access to savings and borrowing through payroll + Car Leasing - access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles + Travel Loans - interest free loans to help spread the cost of annual travel tickets + Cycle to Work - tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing - discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand - Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme - specialist advice and support on issues such as finance, relationships, illness and family issues
• Free Domestic & General protection plan - one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
• Employee discounts - a range of discounts for 100s of online and high street retailers