Customer Centricity Manager

Job description

Job Description The role: The Customer Centricity Manager is the operational owner of the Group Customer Centricity programme. The role combines technical ownership of our voice of customer infrastructure with hands on programme delivery in country alongside senior leaders. It is a delivery focused role with a significant operational component, including detailed survey configuration, dashboard building, screenshotting, and document maintenance. The successful candidate will be comfortable rolling up their sleeves on these tasks as well as presenting to senior audiences. Key responsibilities: AskNicely and survey infrastructure: Own the AskNicely platform relationship as our source of truth for NPS and CSAT Manage 70+ active surveys across Onboarding, Anniversary, Retention, and Case Closure, spanning all divisions and markets Govern survey design, sampling, language localisation, and Salesforce integration, including configuration audits and data integrity reviews In country reviews and root cause analysis Visit European markets to present findings to country and divisional leadership Facilitate root cause analysis sessions and agree prioritised improvement actions with Country Ma...