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Voice of Customer Manager

Job Summary:

The Voice of Customer Manager would support the Chalhoub Group VOC strategy by conducting quantitative research, analyzing customer data and presenting key customer insights to different stakeholders. You will own and manage the Voice of Customer Program and CX metrics (NPS, CSAT, CES, etc.) – but most importantly – you will link CX to business KPIs and share “the money story”. This includes working very closely with our Groups Data and Insight Office as well as with our Businesses and Brands.

What you'll be doing:
  • Manage and own the end-to-end Voice of the Customer Program
  • Set up the VoC platform and tool for the Group to capture feedback from store, ecommerce, social media, customer service, etc. 
  • Design CX KPIs and metrics to be measured across the group and set the SLAs with the Businesses 
  • Analyze CX KPIs (NPS, CSAT, etc.) coming from different sources/systems and the impact on CX KPIs on business and customer KPIs (CLV, Sales, etc.) 
  • Analyze the root causes of CX issues along the journey and different steps (store, ecommerce, delivery, etc) 
  • Support closed-loop strategy for passives, promoters and detractors
  • Forecast likely improvements due to CX and customer-related initiatives
  • Champion VoC measurement to drive impact and customer-centric decision making 
  • Own ROX measurement and be the CX data storyteller in the group, able to build and communicate “the money story” behind CX
  • Analyze CX initiatives implementation and support test & learn through data
  • Present VoC and CX data findings with actionable recommendations at key business forums on a recurring basis 
  • Continuously look at benchmarks of comparable businesses and best practices for CX analytics and VoC tools 
  • Support the feasibility (e.g. business case) of new CX initiatives by analyzing the impact on the business /customer 
  • Challenge business to improve based on data for strategic improvements and operational efficiencies 
  • Set up CX analytical platform aggregating CX feedback from different sources 
  • Create and update CX reports and dashboards and promote the adoption within the business
  • Build and run end to end ETL process for CX measurements 
  • Keep your knowledge up to date via trainings and on the job learning 
  • Define the escalation rules and triggers, for brands and business units to act on the CX data 
  • Work with the Data Team to operationalize and deliver impact with data products 
  • Be a positive ambassador of the broader CX data organization and culture
What you'll need to succeed:
  • A hunger to deliver true transformational change. This role is not for the timid!
  • Extensive Experience working on Voice of the Customer programs and tools (Medallia, Did U Enjoy, or others)
  • Proven analytics champion capable of executing organization wide programs as well as identifying patterns, and hypothesis-driven problem-solving
  • Talent to communicate – both verbal and written – with technical and non-technical audiences alike
  • Hands-on analytics knowledge, from reporting to advanced analytics, including statistical or modelling skills and basic understanding of related databases or CRMs
  • Background in qualitative and quantitative research techniques
  • Ability to change and adapt to best fit the situation/audience as well as to collaborate with other business units