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Customer Listening Manager

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Customer Listening Manager

  • Location:

    Surrey

  • Sector:

    B&H Retail, Leisure & Hospitality

  • Job type:

    Permanent

  • Salary:

    Up to £50000.00 per annum

  • Contact:

    Fiona Sands

  • Contact email:

    fiona@ballandhoolahan.co.uk

  • Job ref:

    BBBH187814_1630576408

  • Published:

    14 days ago

  • Expiry date:

    2021-10-02

Customer Listening Manager

Based Surrey (30 mins from London) - hybrid wfh model

Salary circa £50k

Global restaurant brand looking for a Customer Listening Manager with vendor management experience (Medalia, SMG).

Looking for someone who is customer obsessed, passionate about delivering a great customer experience. A great believer in understanding the needs of the customer in providing excellent customer experience. Excellent project management experience is relevant for this role.

Your key objective is to improve the quantity, quality and the breadth of the customer feedback received. You will be leading and managing a customer survey programme. With your innovative mindset, you will evolve and improve the programme with a roadmap of new initiatives e.g. digital surveys in cooperation with our global head office and our partner. You will also think creatively, introduce and establish new customer listening tools to capture customer feedback from different sources e.g. social media and through digital channels (web, app, kiosk) to receive representative feedback on all omni channel journeys.

KEY JOB FUNCTIONS INCLUDE:

  • Design and implement a structured customer feedback mechanism for all omni channel customer journeys.
  • Driving the CX Survey process, from initiation through to closed loop feedback
  • Manage and continuously improve the customer survey programme. Project manage new initiatives and launch these into restaurants.
  • Cooperate with omni channel marketing team to design and implement customer feedback tools into digital journeys.
  • Research customer listening best practices within and out of the industry, continuously seek innovative ways of capturing customer feedback and implement best practices.
  • Implement new customer feedback tools e.g. mystery shopper.
  • Implement and track right guest satisfaction KPIs for all journeys.
  • Collaborate with Guest Data Analyst as needed to facilitate data capture and input to Voice of the Guest presentations

DO YOU HAVE:

  • Minimum 5 years of experience in a customer related role such as Customer Listening, Program/Project Manager
  • A good understanding of omni channel customer experience - both digital customer journeys and in store journeys
  • Experience in managing a wide range of stakeholders and groups at all levels
  • Excellent PowerPoint and Excel skills AND project management skills
  • Vendor management (SMG and others) skills. Previous experience with SMG products is a plus.