Voice of Customer Manager, Emea

17 hours ago

Cape Town, South Africa Ten Group Full time

As Voice of Customer Manager, you will lead on / play critical role in gathering and recording insights and data to support journey analysis, service improvement plans and service quality reports as part of the broader EMEA region.

Your role involves being able to present findings in an organized manner, both written and verbally and be able to support the development of improvement strategies on a regional and global level. Through the effective management of key tools and functions in the MX Team, the VoC Manager will facilitate clear communication and ongoing support to the business through coaching on open complaints, ensuring member focused resolutions are being delivered. This will result in an increase in member loyalty through effective complaint resolution and management in EMEA.

You will work closely with Operations, Proposition, Product and Global CX on the recording and reporting of Voice of Customer data to the business as well as on service improvement initiatives and CX processes.

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?

To find out more about Ten, please watch this short video here.

**Key Responsibilities**

**Service Delivery**
- Ownership of all VoC data input for responsible region. (Including, NPS, feedback, recovery etc.)
- Is responsible for all negative and positive feedback being accurately recorded for their region, before the third working day of the month_._
- Service Quality Trend Analysis / Reporting. Identify key customer trends, root causes and opportunities and assist in formulating strategies to improve customer experience.
- Articulate findings through meaningful and actionable reports
- Extract, analyse and use data to build metrics and business cases to support decision-making.
- Support in CX workshops and meetings and assisting with documenting minutes and actions.
- Understand and define data requirements for various data sources in support of CX team initiatives.
- Propose enhancements to our processes and methodology to improve data quality.
- Owns the management of Feedback Inboxes efficiently and responsively
- Responsible for the distribution of feedback to the Member Success Managers, ensuring that the correct feedback volumes are being distributed to them in line with ownership targets
- Ensures that all feedback has an appropriate owner.
- Monitors and supports on feedback being managed outside of the MX team.
- Provides consistent and appropriate advice and coaching on feedback resolutions to Lifestyle Managers and Team Managers.
- Ensures fair and member focused outcomes are reached for all complaints and that they are only closed when appropriately resolved.
- Ownership of the NPS call-back process for responsible region.
- Ownership of daily or weekly VoC data (NPS detractors etc.) communication to relevant stakeholders including feedback and NPS trends.
- Ownership of the NPS Challenges process.
- Management of Shooting STARs and Surprise & Delight process.
- Conduct Mystery Shopping and compile reports and feedback based on findings.
- Conduct member focus groups and compile reports and feedback based on findings.
- Drives a member focused culture through all communication.

**Client Services**
- Corporate reporting. Support Client Services with reporting VoC data to clients.

**Behavioral Expectations**:

- As Voice of Customer Analyst you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude.
- Be curious, rigorous, and optimistic when approaching all tasks and challenges.

**Requirements**:
A minimum of a high school diploma or equivalent. Further education in a relevant field is a bonus. Record of success in VoC process management. Knowledge and expertise in the entertainment / travel industry is a plus.

**KNOWLEDGE, SKILLS & ABILITIES**:

- Passion for the member, client, and service delivery standards - You are an advocate for the client/member, you can demand excellence from others.
- Tactful - Ability to show consideration for and maintain good relations with others.
- Discretion - Ability to handle sensitive and confidential company matters.
- Responsible - Ability to be held accountable or answerable for one’s conduct.
- Independence - Ability to work independently with mínimal supervision, be self-motivated.
- Detail Orient

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