Voice of the Customer Implementation Manager

This project is initially earmarked as a 6-month term, which may need to extend, and is aimed at delivering and scaling a new Digital Voice of the Customer (VoC) programme across all digital channels and global markets on behalf of a retail giant. The design foundations are in place, and we are at the stage of implementation, testing, scaling, and optimisation. Your focus will be to ensure the programme meets its objectives, transforming basic feedback questions in eCommerce journeys into proper signal-based interactions at the appropriate stages of the customer journey. This role will involve collaboration with regional teams, technical specialists, and external partners as the programme expands from EMEA into North America, LATAM, and South East Asia. Stakeholder management will be crucial, with multiple internal teams across various territories, including IT, eCommerce, app teams, and external vendors, to engage and handle. You will need a mix of hands-on technical expertise, project management skills, and the ability to translate complex data into clear and compelling stories for business stakeholders. This is an opportunity to join a global organisation at a critical stage in its Customer Experience (CX) journey, where your expertise will directly shape how customers experience the brand across digital touchpoints worldwide. You’ll be part of a collaborative, forward-looking team with the scope to innovate and make a measurable impact on customer experience.