Senior Manager Voice of Customer
Senior Manager Voice of Customer
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Job Description
Program Ownership & Strategic Integration
- Lead the local implementation of METROs VoC (Voice of Customer) program as part of the global sCore strategy.
- Position VoC as a strategic pillar in business decisionmaking by aligning insights with key business processes and customer journeys.
- Coordinate and localize the global relationship and transactional VoC to reflect METRO Pakistans customer segments and needs.
Feedback Collection & Insight Generation
- Utilize Qualtrics METROs global VoC platform to design launch and manage surveys including touchpointspecific relational and unsolicited feedback.
- Ensure the collection of highquality representative customer data from HoReCa Trader and SCO segments across all stores and delivery channels.
- Analyze qualitative and quantitative customer data using dashboards text analytics and callback summaries to uncover themes and root causes.
Action Planning & Change Enablement
- Collaborate with functional leads and store teams to translate VoC insights into structured prioritized improvement plans.
- Lead regular store huddles and VoC forums to embed feedback in local and Head Quarterslevel routines.
- Support journey redesign initiatives with service design methodology where required.
Operational Excellence Focus
- Champion the transactional feedback system to track daily experiences instore and via FSD (Food Service Delivery.
- Support store and depot teams in using VoC data to improve local processes such as checkout experience staff behavior and product availability.
- Coordinate followups ensure cadence of huddles and maintain robust documentation of actions taken.
Strategic Relationship Building
- Lead execution of VoC surveys and initiatives to assess overall customer loyalty value perception and partnership reliability.
- Work with central departments to analyze longterm trends and codevelop strategic actions to improve METROs brand perception.
- Align insights with key stakeholders and influence crossfunctional collaboration.
Digital Leadership
- Drive continuous improvement of the VoC Portal increasing accessibility and visibility of insights via United VoC App Break Room TVs and automatic reports.
- Ensure team proficiency in Qualtrics including training dashboard creation and usage best practices.
- Integrate unsolicited sources of feedback (e.g. QR codes online reviews) into the broader feedback ecosystem.
Capability Development
- Train and support Store and Offer teams in understanding customer feedback and using VoC tools (especially Qualtrics).
- Build feedback interpretation and action planning capabilities across all levels of the business.
Qualifications :
Bachelors or Masters degree in Business Administration Marketing Customer Experience Data Analytics or a related field.
Additional Information :
57 years of experience in Customer Experience Market Research VoC programs or related customer insight roles. Experience in modern retail is preferred.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
