Market Manager - Customer Experience
Vodafone Málaga
Experteer Overview
In this role you own the end-to-end relationship with Vodafone markets for Medallia Managed Services and drive the delivery of market-driven solutions on the Medallia platform. You work closely with the Managed Services team to define requirements, implement changes, validate outcomes, and ensure alignment with standards and best practices.You will lead market meetings, build a broad contact network, and shape delivery expectations across groups and markets. You will advance customer experience measurement approaches, including analytics and AI, and promote a customer-first mindset across the organization.
Compensaciones / Beneficios- Own the end-to-end relationship with assigned Vodafone markets as the single point of contact
- Manage stakeholder-requested changes and incident resolution on the Medallia platform from definition to closure
- Plan and run regular market meetings to capture priorities and align on delivery
- Build a portfolio of contacts to support market and Group initiatives
- Enhance workflows and both technical and non-technical aspects of delivery
- Support development of new approaches for customer experience measurement (text mining, analytics, sentiment analysis, AI)
- Drive a customer-first approach and provide guidance on CX measurement best practices (NPS, CSAT, CES, VoC) and inner/outer loop execution
- Design and execute customer surveys to obtain direct feedback
- Strong interpersonal and relationship management skills
- Excellent problem-solving ability with ambiguity
- Ownership mindset to manage multiple stakeholders and priorities
- Solid understanding of CX measurement methodologies (NPS, CSAT, CES, VoC use cases)
- Experience with digital analytics and customer feedback tools (Medallia and Engagehub admin/config)
- Microsoft 365 tools proficiency (Excel, PowerPoint, SharePoint)
- Experience in designing ad-hoc customer surveys (Medallia/Engagehub preferred)
- Experience with Power BI, SQL and Python for data analysis and machine learning (preferred)
- Knowledge of Javascript, XML, HTML (a plus)
- Familiarity with agile methodology
- Resilience dealing with complexity and ambiguity
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