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- Tasks: Lead the Voice of Customer strategy, turning feedback into actionable insights.
- Company: Join Watchfinder, a leader in luxury timepieces, transforming customer experiences.
- Benefits: Enjoy private healthcare, a holiday scheme, and a cycle to work programme.
- Why this job: Be the champion for customers, driving continuous improvement in a dynamic environment.
- Qualifications: Strong analytical skills and experience with VoC programmes and customer feedback platforms required.
- Other info: Transparent interview process with open-door access to key team members.
The predicted salary is between 36000 - 60000 £ per year.
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As theVoice of the Customer (VoC) Manager, you will be the champion of our client’s voices across all customer journeys. You will lead the design and execution of our VoC strategy, turning customer feedback into actionable insights that drive continuous improvement and reinforce Watchfinder’s reputation for outstanding service.
Key Responsibilities
- Develop and manage a comprehensive VoC program that captures feedback across digital, retail, and service channels in our key markets globally.
- Build on current and implement new tools and processes to collect, analyse, and report on customer sentiment, including NPS, CSAT, and Trustpilot reviews.
- Work with Commercial, Marketing and Product colleagues to design and execute customer focus groups on key topics.
Customer feedback & analysis
- Analyse structured and unstructured feedback to identify friction points, trends and opportunities for improvement.
- Map key customer journeys, overlaying positive and negative sentiment drivers throughout.
- Deliver clear, compelling VoC reports and dashboards to stakeholders across the business, including regular company-wide presentations.
- Manage responses on public review platforms such as Trustpilot.
- Facilitate workshops to share VoC insights with cross-functional teams to drive alignment on customer-focused initiatives that will optimise customer journeys and increase customer lifetime value.
- Monitor internal issues reporting to identify impacts to client experience, working cross-functionally to ensure risks are minimised through policy and process improvements.
- Develop strategies to close the feedback loop and communicate changes back to customers and colleagues.
- Foster a culture of customer-centricity and continuous improvement across the business.
How will you experience success with us?
- Strong analytical skills with the ability to derive actionable insights from customer feedback received.
- Experienced in implementing feedback loops and performance metrics to drive ongoing enhancements.
- Committed to continuous improvement, consistently seeking ways to enhance processes, systems, and service delivery.
- Proactively champions the voice of the customer to ensure customer satisfaction is always prioritized.
- Excellent at building relationships across diverse teams.
- Proven ability to lead and manage change within an organization, ensuring smooth transitions and minimal disruption to service delivery.
- Committed to continuous improvement, consistently seeking ways to enhance processes, systems, and service delivery.
- Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.
- Proficient in the Microsoft Office suite and a strong understanding of contact management systems such as Zendesk.
- Proven experience managing a VoC programme, including strong understanding of customer feedback platforms, for example Ask Nicely, Medallia or Qualtrics.
Our Values
Caring
- Demonstrating empathy and respect for the people around us, the work we do and the business we are part of.
- Finding new and innovative ways to adapt and improve the ways we operate and the service(s) we provide.
- Ensuring that the very highest standards are delivered across every facet of our business – internally and externally. Bringing excellence in everything we do, every time.
Why work for Watchfinder?
Firstly, what makes Watchfinder a wonderful place to work is the people! Watchfinder is transforming the way that our customers can Sell, exchange, and purchase pre-owned, luxury timepieces. Embracing technology to aid and enhance our customer experience is crucial with the scale of the organisation. We do not negotiate on service and standards, always following our core values or ‘Caring,’ Pioneering’ and ‘Outstanding’ with key business decision.
Benefits
To be part of this exciting journey, apply now!
Our Benefits & Incentives
As well as a competitive salary we also offer a great benefits package:
- Private healthcare and dental
- Holiday scheme – Increasing annual leave
- Cycle to work scheme
- Employee Assistant programme
- Income Protection
- Life Assurance
Your Interview Journey
Our aim is to provide you a transparent interview process from the moment you apply for the role. It is important for us that you get to know us to ensure the role aligns to your future career objectives. We provide all candidates with open-door access to key people across the business so they can discuss opportunities, get a feel for our culture, and better understand how they can make an impact and be part of Watchfinder’s exciting trajectory.
Recognizing we are all different, if you need us to adapt the process, please get in touch via
1st Stage – After your application has been selected, our Talent team will reach out to you within two weeks to conduct an introductory call.
2nd stage – Task presentation & interview with Global Head of Client Relations & HRBP for the commercial department.
3rd stage – Interview with Chief Commercial Officer?
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Voice of Customer Manager employer: Watchfinder
Contact Detail:
Watchfinder Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Voice of Customer Manager
✨Tip Number 1
Familiarise yourself with the latest trends in Voice of Customer (VoC) strategies. Understanding current tools and methodologies will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the VoC field, especially those who have experience with platforms like Medallia or Qualtrics. Engaging in conversations can provide insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've turned customer feedback into actionable insights in previous roles. This will showcase your analytical skills and ability to drive improvements.
✨Tip Number 4
Research Watchfinder's current VoC initiatives and be ready to share your thoughts on how you could enhance their existing programmes. This shows initiative and a genuine interest in the company.
We think you need these skills to ace Voice of Customer Manager
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the responsibilities and requirements of the Voice of Customer Manager position. Tailor your application to highlight how your skills and experiences align with the key responsibilities outlined in the job description.
Highlight Relevant Experience: In your CV and cover letter, focus on your experience with customer feedback programs, analytical skills, and any tools you've used like NPS or CSAT. Provide specific examples of how you've successfully implemented feedback loops or improved customer journeys in previous roles.
Showcase Analytical Skills: Since the role requires strong analytical skills, include examples of how you've derived actionable insights from customer feedback. Mention any relevant metrics or reports you've created that led to improvements in service delivery or customer satisfaction.
Express Your Passion for Customer-Centricity: Demonstrate your commitment to customer-centricity in your application. Share your philosophy on the importance of listening to the voice of the customer and how you have championed this in past roles. This will resonate well with Watchfinder's values.
How to prepare for a job interview at Watchfinder
✨Understand the VoC Landscape
Familiarise yourself with the Voice of Customer (VoC) concepts and tools mentioned in the job description, such as NPS, CSAT, and Trustpilot. Be prepared to discuss how you have used these metrics in previous roles to drive improvements.
✨Showcase Analytical Skills
Prepare examples that demonstrate your strong analytical skills. Discuss specific instances where you derived actionable insights from customer feedback and how those insights led to tangible improvements in service delivery.
✨Emphasise Relationship Building
Highlight your experience in building relationships across diverse teams. Be ready to share examples of how you have collaborated with different departments to enhance customer journeys and ensure a customer-centric approach.
✨Demonstrate Continuous Improvement Mindset
Illustrate your commitment to continuous improvement by discussing past initiatives where you sought ways to enhance processes or systems. Show that you are proactive in identifying opportunities for optimisation and can lead change effectively.
