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Market Manager - Customer Experience

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Vodafone

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Location:
Spain , Malaga

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The 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. In 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.

Job Responsibility:

  • Own the end-to-end relationship with assigned Vodafone markets for Medallia Managed Services, acting as the single point of contact
  • 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
  • Plan and run regular market meetings to capture priorities, clarify requirements and align on delivery expectations
  • Build up a good portfolio of contacts to support market and Group led initiatives
  • Enhance our workflows, technical and non-technical
  • Support the development of new approaches and methodologies for customer experience measurement e.g. text mining and analytics, sentiment analysis, and AI
  • Drive a ‘customer first approach’ 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
  • Design and execute customer surveys to obtain direct customer feedback

Requirements:

  • Strong interpersonal skills and relationship management
  • Strong problem-solving skills with the ability to scope, structure, and solve problems with high levels of ambiguity
  • Strong ownership mindset with the ability to manage multiple stakeholders and competing priorities
  • Strong understanding of CX measurement methodologies, including NPS, CSAT, CES and VoC use cases
  • Experience of using of digital analytics and customer feedback tools (Medallia and Engagehub admin/config know-how)
  • Experience in Microsoft 365 tools (Excel, PowerPoint, SharePoint…)
  • Should be familiar with agile methodology
  • Should be driven and be resilient as will be dealing with a large degree of complexity and ambiguity

Nice to have:

  • Medallia Product Certification preffered
  • Experience of designing ad-hoc customer surveys (ideally in Medallia and Engagehub) preferred
  • Experience in using Power BI, SQL and Python for data analysis and machine learning preferred
  • Experience with Javascript, XML, HTML will be a plus

Additional Information:

Job Posted:
April 16, 2026

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