Watchfinder & Co. Voice of Customer Manager

Watchfinder & Co., a distinguished member of the luxury watch industry, is renowned for its unparalleled expertise in the buying and selling of pre-owned luxury timepieces. As part of a larger conglomerate, Watchfinder benefits from the robust support and innovative spirit of its parent company, which is committed to excellence and customer satisfaction. The brand is dedicated to expanding its global presence both online and in-store, ensuring that customers worldwide can access their exceptional services.

1. Develop and manage a comprehensive Voice of Customer (VoC) program capturing feedback across digital, retail, and service channels globally.
2. Implement and enhance tools and processes for collecting, analyzing, and reporting customer sentiment, including NPS, CSAT, and Trustpilot reviews.
3. Collaborate with Commercial, Marketing, and Product teams to design and execute customer focus groups.
4. Analyze structured and unstructured feedback to identify friction points and opportunities for improvement.
5. Map key customer journeys, identifying sentiment drivers and delivering comprehensive VoC reports and dashboards.
6. Manage responses on public review platforms such as Trustpilot.
7. Facilitate workshops to share VoC insights with cross-functional teams to drive alignment on customer-focused initiatives.
8. Monitor internal issues reporting to identify impacts on client experience and work cross-functionally to minimize risks.
9. Develop strategies to close the feedback loop and communicate changes to customers and colleagues.
10. Foster a culture of customer-centricity and continuous improvement across the business.

1. Proven experience managing a VoC program, with a strong understanding of customer feedback platforms such as Ask Nicely, Medallia, or Qualtrics.
2. Strong analytical skills with the ability to derive actionable insights from customer feedback.
3. Experience in implementing feedback loops and performance metrics.
4. Proven ability to lead and manage change within an organization.

1. Proficiency in Microsoft Office suite and contact management systems such as Zendesk.
2. Excellent relationship-building skills across diverse teams.
3. Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.

Proven experience managing a Voice of Customer program and utilizing customer feedback platforms.

The position offers a competitive salary along with a comprehensive benefits package, including private healthcare and dental, a competitive pension scheme, increasing annual leave, a cycle-to-work scheme, an employee assistance program, income protection, life assurance, and extensive group discounts.

Watchfinder prides itself on a culture that values empathy, innovation, and excellence. The company is transforming the luxury watch market by embracing technology and maintaining high service standards. Employees are encouraged to embody the core values of 'Caring,' 'Pioneering,' and 'Outstanding' in all aspects of their work.