At a Glance
- Tasks: Lead customer experience initiatives and manage survey infrastructure for impactful insights.
- Company: Join a diverse and inclusive company committed to customer centricity.
- Benefits: Competitive salary, travel opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth and collaboration across Europe.
- Why this job: Make a real difference in customer satisfaction while developing your skills.
- Qualifications: Experience in customer insight or project management; strong analytical skills required.
The predicted salary is between 45000 - 55000 € 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 & Inclusion at Radius: Our global DEI networks champion LGBTQ+ inclusion, cultural diversity, women’s empowerment and mental health, neurodiversity and disability support.
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.
Customer Centricity Manager in Crewe employer: Radius
At Radius, we pride ourselves on being an exceptional employer, offering a dynamic work culture that prioritises customer centricity and employee growth. Our commitment to diversity, equality, and inclusion is reflected in our global DEI networks and supportive policies, ensuring that every team member feels valued and empowered. With opportunities for hands-on experience across Europe and a focus on professional development, we provide a rewarding environment for those passionate about making a meaningful impact in customer experience.
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 you can contribute. This shows you're genuinely interested and prepared.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider info or even a referral!
✨Tip Number 3
Practice your presentation skills! Since you'll be presenting to senior leaders, being confident and clear in your delivery is key. Try rehearsing with friends or in front of a mirror.
✨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 keen on joining our 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 project management. We want to see how your skills align with the Customer Centricity Manager role, so don’t hold back!
Show Off Your Analytical Skills:Since this role involves a lot of data handling, be sure to showcase your analytical skills. Mention any experience you have with Excel, Tableau, or Salesforce, as these tools are key for us in managing customer insights.
Be Hands-On:We love candidates who are willing to roll up their sleeves! Highlight any hands-on experience you have with survey configuration or dashboard building. It’s all about showing us you can get into the nitty-gritty while also presenting to senior leaders.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, we’re excited to see what you bring to the table!
How to prepare for a job interview at Radius
✨Know Your Customer Centricity Inside Out
Make sure you understand the ins and outs of customer centricity. Familiarise yourself with concepts like NPS, CSAT, and how they relate to the AskNicely platform. Being able to discuss these topics confidently will show that you're serious about the role.
✨Show Off Your Analytical Skills
Since the role requires strong analytical skills, be prepared to discuss your experience with 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 operational components of the job.
✨Prepare for Hands-On Tasks
This position involves a lot of hands-on work, from survey configuration to dashboard building. Be ready to talk about your experience with similar tasks and how you approach them. Highlight any specific tools you've used and how you ensure data integrity in your work.
✨Practice Your Presentation Skills
You'll need to present findings to senior leaders, so practice your presentation skills ahead of time. Think about how you can convey complex information clearly and engagingly. Consider doing a mock presentation to a friend or family member to get comfortable with your delivery.
