Senior Key Account Manager (Teleperformance)

Senior Key Account Manager (Teleperformance) Summary

Salary : Competitive Job Family : Sales Location : United Kingdom - Malmesbury Office

About us

At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long term connection. Guided by our principles - effortless experiences, global consistency, personalisation, and relentless improvement - we ensure every customer's journey with Dyson is exceptional.

About the role

As our Senior Key Account Manager - Teleperformance, you'll take responsibility for the entire global vendor relationship, owning the customer service Dyson delivers through Teleperformance. You'll ensure that every interaction meets our high standards and that contractual obligations are not just fulfilled, but overdelivered. You'll enable our customer service agents to showcase Dyson's unique approach: fast, personal, and inventive.

Working hand-in-hand with Customer Service Delivery Managers, you'll drive operational consistency, champion strategic alignment, and build the strong partnerships that support Dyson's customer-first mindset across every market.

Key responsibilities include:

Strategic Alignment

• Make sure Teleperformance embodies Dyson's customer experience principles and brand values.
• Align their capabilities to our global and functional business ambitions.
• Identify trends across markets, geographies, and vendor partners to spark learning and drive improvement.

Performance Management

• Set, monitor, and report on global KPIs and SLAs-CSAT, FCR, AHT, NPS, and more.
• Lead regular performance reviews and keep scorecards sharp and actionable.
• Drive continuous improvement initiatives across all Teleperformance sites.

Relationship & Communication

• Act as the primary connection between Dyson and Teleperformance teams.
• Foster strong, collaborative relationships to encourage innovation and shared accountability.
• Run escalation protocols to resolve issues quickly and effectively.

About you

• You have hands on experience managing global service vendors or BPO partners, especially in customer service or contact centre settings.
• You know what drives customer experience and operational performance, and can measure and improve both.
• You lead by influence, not just authority, thriving in complex, matrixed environments.
• You're skilled in contract oversight, performance management, and relentless continuous improvement.
• Your communication and stakeholder management skills connect global teams and help everyone collaborate.
• You're at home in complex operations and keep strategic goals firmly in focus

Reward

At Dyson, Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial, Lifestyle, and Health Benefits, we provide support tailored to every stage of life and the moments that matter most.

Working policy

At Dyson, our vibrant campus culture is built on in person collaboration, creativity, and shared learning. Working side by side not only fuels our innovation but also creates a strong sense of belonging. To nurture this dynamic and inclusive environment, we do not offer a regular hybrid working arrangement.

Dyson is an equal opportunity employer. We know that great minds don't think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.