At a Glance
- Tasks: Manage a global Voice of the Customer programme and translate feedback into actionable insights.
- Company: Luxury fashion and retail brand focused on customer experience.
- Benefits: Competitive salary, hybrid work model, and opportunity for professional growth.
- Other info: 12-month contract with excellent networking opportunities in a vibrant industry.
- Why this job: Join a dynamic team and make a real impact on customer experience across multiple brands.
- Qualifications: Experience in VoC or Customer Experience programmes and strong analytical skills.
The predicted salary is between 45000 - 55000 £ per year.
A client in the luxury fashion and retail industry is seeking a Customer Experience & Voice of the Customer Manager to join the team for a 12 month fixed-term contract. You will support the successful delivery and continuous improvement of a global Voice of the Customer (VoC) programme, helping to translate customer feedback into actionable insights across multiple brands, regions, and channels. Reporting to the Senior Manager, Global CX Strategy, you will manage day-to-day programme operations, supplier relationships, and stakeholder engagement to drive customer-centric improvements across the business.
Responsibilities
- Support the day-to-day management and optimisation of a global Voice of the Customer programme across multiple customer journeys and markets.
- Manage external VoC platform partners, ensuring deliverables, programme enhancements, and roadmap initiatives are delivered effectively.
- Analyse customer feedback, NPS, CSAT, verbatims, and dashboard data to identify key themes, trends, and opportunities for improvement.
- Collaborate with cross-functional stakeholders including Customer Experience, Insights, Data Science, Retail, Ecommerce, and Customer Service teams to drive actionable outcomes.
Requirements
- Experience supporting or managing Voice of the Customer, Customer Experience, Customer Insights, Research, or Analytics programmes.
- Hands-on experience with Medallia or a similar VoC, CX, survey, analytics, or reporting platform.
- Strong stakeholder and supplier management skills, with experience working across multiple teams and priorities.
- Excellent analytical, organisational, and communication skills, with the ability to turn customer feedback into practical business recommendations.
Details
- Start Date: ASAP
- Duration: 12 month FTC
- Salary: £45,000 - £55,000 DOE
- Location: Central London
- Hybrid: 2 days per week in office
Voice of Customer Manager - Global CX Strategy, Global CIX in City of Westminster employer: Freshminds Interim
Join a leading player in the global fashion retail industry, where innovation meets creativity. As a Digital Marketing Data Analyst, you'll thrive in a dynamic work culture that values collaboration and data-driven insights, offering you the chance to grow your skills while making a tangible impact on marketing strategies. With hybrid working arrangements and a focus on employee development, this role provides a unique opportunity to advance your career in a vibrant London setting.
StudySmarter Expert Advice🤫
We think this is how you could land Voice of Customer Manager - Global CX Strategy, Global CIX in City of Westminster
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Freshminds Interim.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Freshminds Interim. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Voice of Customer Manager - Global CX Strategy, Global CIX in City of Westminster
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Freshminds Interim.
How to prepare for a job interview at Freshminds Interim
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Freshminds Interim's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Freshminds Interim offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
