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.