Market Manager - Customer Experience Job at Vodafone (Malaga)

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

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Market Manager - Customer Experience

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