CX Business Development Manager

Contract: Full-time, Permanent
Location: Nottingham (Support Office)
Recruitment Partner: View email address on boots.jobs

Are you ready to make a difference? At Boots, we’re dedicated to building a brilliant environment for our people, empowering them to deliver exceptional care, confidence, and connection to our customers and colleagues every day.

As a CX Business Development Manager at Boots you will connect our Customer Support Centre with the wider business, shaping new services, unlocking value, and improving customer experiences.

What You’ll Be Doing

This role is accountable for building and growing strategic partnerships between the CSC and Business Units across Boots.

Reporting to the Head of Workforce Operations, you’ll act as the primary interface between the CSC and the wider business, understanding priorities, challenges, and opportunities.

Within this role, you will:

• Identify, shape, and onboard new value‑adding services into the CSC, including revenue‑generating activity and consolidated workloads to improve productivity and consistency
• Use insight and performance data to demonstrate value delivered, review trends, and identify future service opportunities
• Partner with senior stakeholders to influence direction and ensure services deliver measurable impact
• Hold accountability for the Customer Benefits programme, ensuring strong governance, operational embedding, and clear value outcomes
• Work closely with the Head of CX Operations, CX Operations Development, Operations leaders, Finance, and Commercial partners to ensure services are operationally viable and well supported
• Ensure new services align with CSC capability and strategic priorities, turning insight into action and driving meaningful change

What You’ll Need to Have (Our Must-Haves)

• Significant experience in business development, business partnering, or commercial roles, ideally within a contact centre or customer operations environment
• Strong analytical skills, with the ability to interpret performance, financial, and customer insight data to inform decisions
• Proven ability to build trusted relationships with senior stakeholders and shape value‑based propositions
• Experience working across complex, matrixed organisations
• Strong commercial and strategic thinking capability
• Confidence translating business needs and data‑led insight into operationally viable services
• Excellent communication, influencing, and negotiation skills
• Ability to use data and insight to tell compelling performance and value stories

It Would Be Great If You Also Have

• Experience leading or facilitating senior stakeholder forums such as MBRs
• Exposure to revenue‑generating or efficiency‑driven service models
• Experience partnering with finance or commercial teams
• Background in retail, healthcare, or large customer‑centric organisations
• A curious, opportunity‑driven mindset with comfort operating in ambiguity

Where Your Brilliance Can Take You

At Boots, we believe in nurturing talent and providing opportunities for growth. You’ll have access to continuous learning and development, allowing you to shape your career path and make a lasting impact.

Why Boots?

We offer a range of benefits designed to support you:

• Boots Retirement Savings Plan
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay

Rewards designed for you

• Discretionary annual bonus
• Flexible benefits scheme including options for additional holiday and discounted gym memberships
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

At Boots, we’re proud to be an equal opportunity employer, creating a welcoming environment where everyone can thrive. We believe that when our people feel valued and included, they can truly make a difference.

What’s Next?

If you’re excited about this opportunity, we’d love to hear from you! Our team will be in touch to discuss your application and the next steps. We’re open to discussing part-time and job share options, and we’re happy to provide reasonable adjustments to support you throughout the application process.

We hope to hear from you soon.

Be brilliant with Boots.