Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the Voice of Customer strategy, turning feedback into actionable insights.
- Company: Watchfinder is a global leader in pre-owned luxury watches, enhancing customer experiences.
- Benefits: Enjoy private healthcare, competitive pension, holiday schemes, and extensive group discounts.
- Why this job: Join a dynamic team focused on customer satisfaction and continuous improvement in a fast-paced environment.
- Qualifications: Strong analytical skills and experience in managing VoC programmes are essential.
- Other info: Hybrid working model with a transparent interview process and open-door access to key people.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Voice of Customer Manager role at Watchfinder
Join to apply for the Voice of Customer Manager role at Watchfinder
Get AI-powered advice on this job and more exclusive features.
Location: Head office, Kings Hill, West Malling, Kent
Reporting to: Global Head of Client Relations
Contract type: Permanent, Hybrid
Watchfinder & Co. is the ultimate global destination for buying and selling pre-owned luxury watches. We’re on an exciting mission to accelerate our online and in-store presence, helping even more customers find their perfect timepiece. As we continue to grow, we are looking for a passionate and data-driven Voice of the Customer Manager to help us elevate our client experience to new heights.
How will you make an impact?
As the Voice 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
VoC Programme Ownership
- 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.
Continuous improvement
- 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.
Pioneering
- Finding new and innovative ways to adapt and improve the ways we operate and the service(s) we provide.
Outstanding
- 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
- Competitive pension scheme
- Holiday scheme – Increasing annual leave
- Cycle to work scheme
- Employee Assistant programme
- Income Protection
- Life Assurance
- Extensive group discounts
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 recruitment@Watchfinder.co.uk.
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?
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Sales, Business Development, and Administrative
-
Industries
Retail Luxury Goods and Jewelry
Referrals increase your chances of interviewing at Watchfinder by 2x
Sign in to set job alerts for “Customer Manager” roles.
Customer and Trading Manager – Nightshift
Tonbridge, England, United Kingdom 22 hours ago
Kingston, England, United Kingdom 1 week ago
Gravesend, England, United Kingdom 1 day ago
Maidstone, England, United Kingdom 6 days ago
Dover, England, United Kingdom 3 weeks ago
Customer and Trading Manager – Nightshift
Royal Tunbridge Wells, England, United Kingdom 4 days ago
Dartford, England, United Kingdom 2 hours ago
Stansted, England, United Kingdom 2 weeks ago
Kent, England, United Kingdom 3 weeks ago
Greenhithe, England, United Kingdom 4 days ago
Folkestone, England, United Kingdom 1 week ago
Folkestone, England, United Kingdom 1 week ago
Ashford, England, United Kingdom 4 days ago
Store Manager – Tunbridge Wells (Full-time)
Royal Tunbridge Wells, England, United Kingdom 6 days ago
General Manager : Beautiful Pub/Hotel : A GBP 60,000 : Kent
Sandwich, England, United Kingdom 2 weeks ago
Canterbury, England, United Kingdom 15 hours ago
Leeds, England, United Kingdom 1 week ago
Ashford, England, United Kingdom 5 months ago
Broadstairs, England, United Kingdom 2 weeks ago
Greenhithe, England, United Kingdom 1 week ago
Stansted, England, United Kingdom 2 weeks ago
Maidstone, England, United Kingdom 1 month ago
Kingston, England, United Kingdom 5 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
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 luxury watch market and Watchfinder's unique position within it. Understanding their products and customer base will help you articulate how your skills can enhance their Voice of Customer strategy.
✨Tip Number 2
Prepare to discuss specific examples of how you've successfully implemented VoC programmes in the past. Highlight your analytical skills and any tools you've used, such as NPS or CSAT metrics, to demonstrate your capability in driving customer insights.
✨Tip Number 3
Showcase your ability to work cross-functionally by preparing examples of how you've collaborated with different teams to improve customer experiences. This will resonate well with Watchfinder's emphasis on teamwork and customer-centricity.
✨Tip Number 4
Research Watchfinder's core values: Caring, Pioneering, and Outstanding. Be ready to discuss how you embody these values in your work and how they align with your approach to enhancing customer satisfaction.
We think you need these skills to ace Voice of Customer Manager
Some tips for your application 🫡
Understand the Role: Before applying, 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, emphasise your experience with customer feedback programmes and data analysis. Provide specific examples of how you've successfully implemented feedback loops or improved customer satisfaction in previous roles.
Showcase Analytical Skills: Since strong analytical skills are crucial for this role, include examples of how you've derived actionable insights from customer feedback. Mention any tools or methodologies you’ve used, such as NPS or CSAT metrics, to demonstrate your expertise.
Emphasise Cultural Fit: Watchfinder values caring, pioneering, and outstanding service. Make sure to convey your alignment with these values in your application. Share instances where you've demonstrated empathy, innovation, or a commitment to high standards in your work.
How to prepare for a job interview at Watchfinder
✨Understand the VoC Landscape
Before your interview, make sure you have a solid grasp of what a Voice of Customer programme entails. Familiarise yourself with key metrics like NPS and CSAT, and be ready to discuss how you've used these tools in past roles to drive customer satisfaction.
✨Showcase Your Analytical Skills
As a VoC Manager, analytical skills are crucial. Prepare examples of how you've turned customer feedback into actionable insights. Be specific about the tools you've used for analysis and the impact your insights had on previous projects.
✨Demonstrate Your Customer-Centric Approach
Watchfinder values a culture of customer-centricity. Be prepared to share stories that highlight your commitment to understanding and prioritising customer needs. Discuss how you've fostered this mindset within teams or organisations.
✨Prepare for Cross-Functional Collaboration
The role involves working with various departments. Think of examples where you've successfully collaborated with marketing, product, or commercial teams. Highlight your communication skills and how you’ve facilitated workshops or discussions to align on customer-focused initiatives.