Job Description

Strategic Planning Manager

Location: Remote with occasional visits to our Wimbledon or Nottingham office
Contract Type: Full-time, Permanent

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 you’ll develop accurate forecasts, capacity models, and strategic insights that shape decisions on staffing, transformation initiatives, and customer experience improvements.

About You

To be successful in this role, you will need:

• Extensive experience in contact centre resource planning for large, multi-site operations
• Strong expertise in forecasting, capacity modelling, and demand analytics
• 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

The Role

• 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

Working for us, works for you

• Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
• Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards
• 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

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.

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.

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.