At a Glance
- Tasks: Lead customer experience initiatives and manage survey infrastructure across Europe.
- Company: Join a dynamic team focused on customer-centric solutions in a collaborative environment.
- Benefits: Competitive salary, travel opportunities, and professional development in a fast-paced setting.
- Other info: Opportunity for growth in a diverse and inclusive workplace.
- Why this job: Make a real impact on customer satisfaction while working with senior leaders.
- Qualifications: Experience in customer experience or project management; strong analytical and presentation skills.
The predicted salary is between 50000 - 60000 € 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 elevate 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.
Qualifications
- 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, multicultural 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.
- 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
Customer Centricity Manager employer: Radius Limited
As a Customer Centricity Manager at our company, you will thrive in a dynamic and inclusive work environment that prioritises employee growth and development. We offer competitive benefits, a collaborative culture, and the opportunity to engage with senior leaders across Europe, ensuring your contributions directly impact our customer experience initiatives. Join us to be part of a forward-thinking team that values innovation and excellence in delivering customer insights.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Centricity Manager
✨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 with friends or family to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn and ask about their experiences. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨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
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Centricity Manager role. Highlight your experience with customer insights and project management, and don’t forget to mention any hands-on experience you have with survey tools like AskNicely or Salesforce.
Show Off Your Analytical Skills:Since this role requires strong analytical skills, be sure to showcase your proficiency in Excel and any experience with Tableau or PowerBI. Include specific examples of how you've used these tools to drive customer insights or improve processes.
Demonstrate Your Presentation Skills:As you'll be presenting to senior audiences, it’s crucial to highlight your facilitation and presentation experience. Share instances where you've successfully communicated findings or led discussions, especially in multicultural settings.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you're serious about joining the StudySmarter team!
How to prepare for a job interview at Radius Limited
✨Know Your Customer Centricity
Make sure you understand the ins and outs of customer centricity. Familiarise yourself with concepts like NPS and CSAT, and be ready to discuss how you've used these metrics in past roles. This will show that you're not just a fit for the role, but that you're genuinely passionate about improving customer experiences.
✨Get Hands-On with Tools
Since the role involves using platforms like AskNicely, Tableau, and Salesforce, it’s crucial to brush up on these tools before your interview. If you can, try to get some hands-on experience or at least watch tutorials. Being able to speak confidently about how you’ve used these tools will set you apart from other candidates.
✨Prepare for Presentations
You'll need to present findings to senior leaders, so practice your presentation skills. Prepare a mock presentation based on a customer insight project you've worked on. This will help you feel more comfortable and demonstrate your ability to communicate effectively with senior audiences.
✨Show Your Analytical Skills
The role requires strong analytical skills, especially with Excel and data reporting. Be prepared to discuss specific examples where you've analysed data to drive decisions. If you have experience with dashboard building, make sure to highlight that as well, as it’s a key part of the job.
