Global Voice of Customer Programme Manager - Fashion Retail in London

Job Description

The Role

A client in the luxury fashion and retail industry is seeking a Customer Experience & Voice of the Customer Manager to join the team for a 12 month fixed-term contract.

You will support the successful delivery and continuous improvement of a global Voice of the Customer (VoC) programme, helping to translate customer feedback into actionable insights across multiple brands, regions, and channels. Reporting to the Senior Manager, Global CX Strategy, you will manage day-to-day programme operations, supplier relationships, and stakeholder engagement to drive customer-centric improvements across the business.

Responsibilities

• Support the day-to-day management and optimisation of a global Voice of the Customer programme across multiple customer journeys and markets
• Manage external VoC platform partners, ensuring deliverables, programme enhancements, and roadmap initiatives are delivered effectively
• Analyse customer feedback, NPS, CSAT, verbatims, and dashboard data to identify key themes, trends, and opportunities for improvement
• Collaborate with cross-functional stakeholders including Customer Experience, Insights, Data Science, Retail, Ecommerce, and Customer Service teams to drive actionable outcomes

Requirements

• Experience supporting or managing Voice of the Customer, Customer Experience, Customer Insights, Research, or Analytics programmes
• Hands-on experience with Medallia or a similar VoC, CX, survey, analytics, or reporting platform
• Strong stakeholder and supplier management skills, with experience working across multiple teams and priorities
• Excellent analytical, organisational, and communication skills, with the ability to turn customer feedback into practical business recommendations

Details

• Start Date: ASAP
• Duration: 12 month FTC

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