Customer Centricity Manager

Customer Centricity Manager focuses on managing 70+ active surveys across onboarding, anniversary, retention, and case closure, spanning all divisions and markets.

What the role involves

• Managing 70+ active surveys across Onboarding, Anniversary, Retention, and Case Closure, spanning all divisions and markets.
• Govern survey design, sampling, language localisation, and Salesforce integration, including configuration audits and data integrity reviews.
• Leading day to day delivery of the four programme pillars: Radius Trends, Radius Standards, Radius Champions, and Radius Referrals.
• Maintaining the Customer Centricity roadmap and operational rhythm including monthly insight cycles and quarterly reviews.
• Leading CSAT and NPS target setting per division and per country, including floor, cap, and run rate methodology.
• Report monthly on performance against those targets.

Skills and requirements

• At least 1 year of experience in customer experience, customer insight, or programme management.
• Or a strong passion for customer centricity combined with project management experience.
• If applying from a Customer Service background, candidates must be at Team Leader level or above.
• Strong analytical skills including confident use of Excel, and ideally Tableau or PowerBI, and Salesforce reporting.