Job Description:
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
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