At a Glance
- Tasks: Lead customer experience initiatives and manage survey programmes across Europe.
- Company: Join a diverse and inclusive company committed to customer centricity.
- Benefits: Flexible working, travel opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth and collaboration across cultures.
- Why this job: Make a real impact on customer satisfaction while developing your skills.
- Qualifications: Experience in customer insight or project management; strong analytical skills required.
The predicted salary is between 40000 - 50000 € per year.
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
- 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.
- Visit European markets to present findings to country and divisional leadership.
- Facilitate root cause analysis sessions and agree prioritised improvement actions with Country Managers and CROs.
- Track delivery of country level commitments and escalate systemic issues for central intervention.
- Lead day-to-day delivery of the four programme pillars: Radius Trends, Radius Standards, Radius Champions, and Radius Referrals.
- Maintain the Customer Centricity roadmap and operational rhythm including monthly insight cycles and quarterly reviews.
- Produce monthly Group level dashboards and country scorecards using AskNicely, Tableau, and Salesforce.
- Lead CSAT and NPS target setting per division and per country, including floor, cap, and run rate methodology, and report monthly on performance against those targets.
- Operate the Top Agent Club framework, ensuring local teams activate, promote, and adopt the programme in line with global standards and rules.
- Maintain and improve reporting infrastructure, ensuring data accuracy, consistency, and usability in collaboration with Business Intelligence and Customer Service teams.
- Ensure consistency in customer responses across all markets by continuously monitoring accounts and updating the Radius Standards document.
- Continuously improve surveys, reporting, and processes based on feedback from internal teams.
Essential requirements
- At least 1 year of experience in customer experience, customer insight, or programme management; or an active customer facing role; or a strong passion for customer centricity combined with project management experience.
- If applying from a Customer Service background, candidates must be at Team Leader level or above.
- Strong analytical skills including confident use of Excel, and ideally Tableau or PowerBI, and Salesforce reporting.
- Confident facilitator and presenter to senior, multi-cultural audiences including Country Managers and CROs.
- Willing and able to work hands-on across the full delivery spectrum, from senior presentations through to detailed survey configuration, dashboard building, and document maintenance.
- Diplomatic, self-starting operator with a quality first mindset and high standards for data integrity.
- Willing to travel regularly across Europe.
Desirable
- Hands-on experience with AskNicely, Medallia, Qualtrics, or equivalent voice of customer platforms.
- Second language: Spanish, Italian, French, German, Portuguese, or Dutch.
- B2B services background, ideally fuel cards, telematics, fleet, financial services, or telecoms.
- Experience with Salesforce, including reporting, surveys, or case management.
Additional Information
Diversity, Equality & Inclusion at Radius: Our global DEI networks champion LGBTQ+ inclusion, cultural diversity, women’s empowerment and mental health, neurodiversity and disability support.
We also offer:
- Global Female Health Policy & Female Health Champions.
- Pregnancy Loss and Fertility Treatment Policies.
- Endometriosis Friendly Employer (UK).
- Women-focused gym & female health events.
- Mental Health First Aiders.
- Disability Confident Committed Employer (Level 1).
- Race at Work Charter signatory.
- Proud sponsor of Crewe Pride (4 years running) and Cheshire Pride Awards Corporate Supporter 2025.
- Community network driving charity and volunteering initiatives, with 8 consecutive years of participation in the UK Challenge.
- Give as you earn scheme (payroll giving) and match funding.
Next Steps
If you feel we are a good match for each other, you can apply online now! If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via email.
Radius is an equal opportunities employer. We are committed to welcoming people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background. We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.
We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.
Customer Centricity Manager in Crewe employer: Radius Limited
At Radius, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity, equality, and inclusion. Our commitment to employee growth is evident through our comprehensive training programmes and opportunities for advancement, particularly in the dynamic field of customer experience. Located in Europe, our teams benefit from a collaborative environment that encourages innovation and hands-on involvement, making every day rewarding and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Centricity Manager in Crewe
✨Tip Number 1
Get to know the company inside out! Research their customer centricity initiatives and be ready to discuss how your experience aligns with their goals. This shows you're genuinely interested and can hit the ground running.
✨Tip Number 2
Practice your presentation skills! Since you'll be presenting to senior leaders, make sure you can confidently communicate your ideas and findings. Use mock interviews or friendly feedback sessions to polish your delivery.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the team.
We think you need these skills to ace Customer Centricity Manager in Crewe
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer experience and programme management. We want to see how your skills align with the Customer Centricity Manager role, so don’t hold back on showcasing your relevant achievements!
Show Off Your Analytical Skills:Since this role involves a lot of data handling, be sure to mention your proficiency with tools like Excel, Tableau, or Salesforce. We love candidates who can demonstrate their analytical prowess, so include any specific examples of how you've used these tools in past roles.
Be Personable and Engaging:As you'll be presenting to senior leaders and facilitating discussions, it’s important to convey your communication skills. Use your application to show us how you can connect with diverse audiences and make complex information accessible and engaging.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come through our own platform!
How to prepare for a job interview at Radius Limited
✨Know Your Customer Centricity
Make sure you understand the core principles of customer centricity. Familiarise yourself with concepts like NPS and CSAT, and be ready to discuss how they impact business decisions. This will show that you're not just interested in the role, but that you genuinely care about enhancing customer experiences.
✨Showcase Your Analytical Skills
Since the role requires strong analytical skills, prepare to discuss your experience with tools like Excel, Tableau, or Salesforce. Bring examples of how you've used data to drive decisions or improve processes in previous roles. This will demonstrate your capability to handle the technical aspects of the job.
✨Prepare for Hands-On Questions
Expect questions about your hands-on experience with survey configuration and dashboard building. Be ready to explain your approach to these tasks and any challenges you've faced. This will highlight your willingness to roll up your sleeves and get involved in the nitty-gritty of the role.
✨Practice Your Presentation Skills
As you'll be presenting to senior leaders, practice articulating your thoughts clearly and confidently. Consider doing mock presentations to friends or family. This will help you feel more comfortable and ensure you can effectively communicate your insights during the interview.
