Market Manager - Customer Experience

## Join Us\n\nThe Market Manager for Vodafone Business is the primary point of contact for IoT and Group markets within the Medallia Managed Services model. The role is responsible for capturing market demand and directly delivering the requested solutions on the Medallia platform, ensuring that configurations and implementations align with agreed standards and best practices.\n\nIn addition, the role closely supports the Medallia Managed Services Programme Lead and team, contributing hands on to delivery activities related to market driven requests and Group level projects, including those involving other Vodafone markets.\n\n## What you\u2019ll do\n\n\u2022 Own the end-to-end relationship with assigned Vodafone markets for Medallia Managed Services, acting as the single point of contact. \n\u2022 Own the end to end delivery of stakeholder requested changes and incident resolution on the Medallia platform, from requirement definition through implementation, validation and closure. \n\u2022 Plan and run regular market meetings to capture priorities, clarify requirements and align on delivery expectations. \n\u2022 Build up a good portfolio of contacts to support market and Group led initiatives. \n\u2022 Enhance our workflows, technical and non-technical. \n\u2022 Support the development of new approaches and methodologies for customer experience measurement e.g. text mining and analytics, sentiment analysis, and AI. \n\u2022 Drive a \u2018customer first approach\u2019 across the organization by sharing of best practice and acting as subject matter expert. Provide guidance on CX measurement best practices, including NPS, CSAT, CES, VoC frameworks and inner/outer loop execution. \n\u2022 Design and execute customer surveys to obtain direct customer feedback.\n\n## Who you are\n\n\u2022 Strong interpersonal skills and relationship management. \n\u2022 Strong problem-solving skills with the ability to scope, structure, and solve problems with high levels of ambiguity \n\u2022 Strong ownership mindset with the ability to manage multiple stakeholders and competing priorities. \n\u2022 Strong understanding of CX measurement methodologies, including NPS, CSAT, CES and VoC use cases. \n\u2022 Experience of using of digital analytics and customer feedback tools (Medallia and Engagehub admin/config know-how). Medallia Product Certification preffered. \n\u2022 Experience in Microsoft 365 tools (Excel, PowerPoint, SharePoint\u2026). \n\u2022 Experience of designing ad-hoc customer surveys (ideally in Medallia and Engagehub) preferred \n\u2022 Experience in using Power BI, SQL and Python for data analysis and machine learning preferred. \n\u2022 Experience with Javascript, XML, HTML will be a plus \n\u2022 Should be familiar with agile methodology. \n\u2022 Should be driven and be resilient as will be dealing with a large degree of complexity and ambiguity.\n\n## Not a perfect fit?\n\nWorried that you don\u2019t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you\u2019re excited about this role but your experience doesn\u2019t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.\n\n## Who we are\n\nWe are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people\u0027s lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.\n\nBelonging at Vodafone isn\u0027t a concept; it\u0027s lived, breathed, and cultivated through everything we do. You\u0027ll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We\u0027re committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.\n\nIf you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.\n\nTogether we can.\n