Voice of Customer Manager

Job description

Voice of Customer Manager

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?