Customer Feedback Program Manager

Job Summary:

The Customer Feedback Program Manager owns the global customer feedback program within Group Commercial. The role ensures that customer feedback is captured reliably, interpreted effectively and translated into meaningful actions across regions and functions.

It requires a high degree of independence and judgment: the manager oversees the full customer feedback cycle, maintaining cadence and data quality, interpreting insights and coordinating cross-functional improvement actions.

As the central reference point for customer feedback governance, the role provides clear insight narratives for senior leadership, ensures alignment on priorities and drives consistency in how customer performance issues are surfaced and resolved.

Main duties and responsibilities:

• Own the global customer feedback program ensuring cadence, data quality and stakeholder engagement.
• Coordinate governance and leadership updates on customer feedback and actions in progress.
• Prepare executive summaries and QBR materials linking feedback to performance KPIs.
• Lead interpretation of survey insights and partner with Account Directors and RCCOs to define improvement priorities.
• Participate in cross-account improvement reviews and support tracking of account-level action plans.
• Manage survey recipient lists, process updates and change requests from Account Directors and RCCOs. Monitor participation rates, response quality and closure of customer issues; escalate where needed.
• Support dashboard validation and ensure alignment with Salesforce and Power BI structures.
• Document and continuously improve the program’s processes and playbooks.

Education:

• Bachelor’s degree in Business, Economics, Data Analytics or a related field.

Technical / Language skills:

• 4–5 years of experience in program coordination / PMO, Consultancy, CRM or data-driven environments (Salesforce knowledge a plus).
• Strong Excel and Power BI/dashboard skills.
• Excellent written and spoken English; other languages are an advantage.

Core Competencies:

• Structured, detail-oriented, and reliable.
• Strong stakeholder coordination and communication skills.
• Analytical mindset with curiosity for insights and continuous improvement.
• Ability to manage multiple tasks and deadlines in a fast-paced, international setting.
• Able to influence senior stakeholders through clear data storytelling and governance updates.
• Collaborative and proactive approach; comfortable working across functions and levels.