Omni Channel Support Lead

Omni Channel Support Lead

Here at Three, we’ve done things differently since day one. We’re a big-hearted energetic bunch, striving for a better-connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it. When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a super-charged and rich learning environment. We want you to become the best version of yourself.

Join us as an Omni Channel Support Lead. The role is accountable for driving both strategic and operational support functions to ensure efficient, customer-focused, and commercially effective performance across our retail and experience centre channels. This role is responsible for overseeing process optimisation, change management, planning, analytics, and performance monitoring—focusing on operational excellence, standardisation, compliance, innovation, and margin improvement across the retail estate and experience centres.

What else it involves:

- Operational Support & Optimization: Partner with field leadership and store managers to identify pain points and implement scalable solutions.

- Drive continuous improvement initiatives to improve productivity, efficiency, and compliance.

- Lead the development, implementation, and continuous improvement of standard operating procedures (SOPs) and best practices.

- Identify and resolve operational inefficiencies that impact agent performance, service quality and customer satisfaction.

- Coordinate service-level adherence, escalation handling, and workflow management.

- Effective incident management processes to minimise downtime, reduce customer frustration, maintain brand reputation, and support overall channel performance.

- Systems & Technology Enablement: Collaborate with Omni Channel Platform tribe to roll out new tools, POS systems, and platforms that improve operational performance and employee experience.

- Ensure frontline teams are equipped with the right technologies and resources to deliver outstanding experience and maximise the margin opportunity from every customer interaction.

Project & Change Management

- Lead or support large-scale projects and initiatives including store openings, refurbishments, new process rollouts, and promotional execution.

- Manage change management efforts to ensure smooth transitions and adoption for front line agents.

- Lead readiness and support for new initiatives, including product launches, policy changes, system migrations, and seasonal ramp-ups.

- Act as the operational liaison for cross-functional projects impacting our experience centres and retail stores.

Cross-Functional Collaboration

- Act as a bridge between corporate functions (HR, Merchandising, Supply Chain, Marketing, etc.) and the retail / experience centres.

- Ensure consistent communication flow and operational alignment between head office, retail stores and experience centres.

- Workforce Management (WFM): Oversee forecasting, scheduling, and real-time adherence to ensure staffing levels meet demand.

- Partner with operations to adjust workforce plans in response to changing business needs.

Reporting & Insights

- Own the design and delivery of operational dashboards and reports for key metrics to drive increased performance across the channels.

- Provide actionable insights to drive decision-making and performance improvement.

Team Leadership & Engagement

- Lead, coach, and develop the team to deliver high performance and cross-functional collaboration.

- Foster a culture of accountability, experience excellence, and continuous improvement.

- Drive employee engagement initiatives that enhance employee satisfaction, motivation, and connection to the organization’s culture and goals.

Channel Sales Performance

- Driving and optimizing sales effectiveness, efficiency, and results. Supporting the sales channels performance by providing strategy, insights, tools, and processes that enhance overall performance and revenue growth.

- Real-Time Contact Centre Management Team: Responsible for monitoring, managing, and optimizing contact centre operations as they happen. The goal is to ensure efficient staffing, service level adherence, and smooth customer experience by reacting quickly to changing conditions in real time.

The skills we are looking for:

- 8–10+ years of experience in operation excellence, with at least 7 years in a senior leadership role.

- Proven experience improving operational efficiency.

- Strong project management, communication, and leadership skills.

- Deep understanding of retail and service KPIs, frontline challenges, and customer experience best practices.

- Experience with retail & frontline systems (POS, workforce management, task management tools, etc.).

- Strategic thinking & execution.

- Cross-functional collaboration.

- Problem‑solving and analytical skills.

- Change leadership.

- Customer‑first mindset.

- Ability to influence at all levels.

Benefits of Working at Three

- Flexible working with our new Hybrid model: enjoy more flexibility working from home and our office locations (2/3 days per week office-based). Please see job description for the office location of this role.

- Competitive salary, annual performance bonus & pension contribution.

- 25 days holidays plus 2 company days.

- Annual leave buy or sell (buy or sell up to 5 days AL each year).

- Healthcare insurance through our flexible benefits programme.

- Life assurance, phone & laptop, subsidised canteen.

- Access to learning & development tools.

- Free on‑site parking.

You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomena. Apply now at: https://www.three.ie/careers

Three Ireland is proud to be an equal opportunities employer. If you do not ‘tick every box’ in the job description above, there are likely other valuable attributes and skills you have that would make you a great fit for the team. If you feel this role is for you, then please apply We are committed to equal employment and growing a diverse workforce.

We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status, civil status or membership of the traveller community, and we want our teams to reflect this

If you require reasonable adjustments at interview, please let us know when scheduling your interview, or alternatively please email recruitment.support@three.ie

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