Voice of the Customer Implementation Manager - Medallia Cloud

Voice of the Customer Implementation Manager - Medallia Cloud

Location: London office, typically twice a week.
Salary: £60,000-65,000 plus benefits
Term: 6 months

Do you know Medallia Cloud?
Have you worked on a project to implement it from scratch before?

Please note - This isn't simply a general PM role handling IT workflow, you will need prior knowledge of the Medallia Cloud platform from a technical standpoint to successfully deliver to the objectives you will have before you.

About the role

This project is initially being earmarked as a 6 month term, which may need to extend, and is to deliver and scale a new Digital Voice of the Customer (VoC) programme across all digital channels and global markets on behalf of a retail giant.

The design foundations are in place - now they're at the stage of implementation, testing, scaling and optimisation. Your focus will be to ensure the programme delivers on what it needs to - that the right things are designed, implemented and scaled out. That basic feedback questions in ecommerce journeys are transformed into proper signal based interactions at the appropriate stages of the customer journey.

This will require knowledge of the Medallia Cloud platform from a technical perspective - what it's capable of, how it plugs in to digital channels, how data flows around a business and how it's best to advise a business to implement it to achieve the desired outcomes.

Your role will see you collaborate with regional teams, technical specialists, and external partners as the programme expands from EMEA into North America, LATAM and South East Asia. The stakeholder management piece will be big, with lots of moving parts - with lots of internal teams to engage and handle, across multiple territories - including IT, e commerce, app team and external vendors.

As well as handling multiple worksteams - e.g. testing in one market whilst scaling in another. So the ability to keep track of progress, maintain alignment of business goals and keep all stakeholders onboard will be really important.

You'll need a mix of hands on technical expertise, project management skills, and the ability to turn complex data into clear, compelling stories for business stakeholders.

What you'll be doing

• Leading the technical implementation and roll out of the Medallia Cloud Digital Channels Voice of the Customer programme across global regions
• Overseeing testing, scaling and optimisation of what's been implemented to ensure it's fit for purpose
• Collaborating with ecommerce, IT, and app teams to manage delivery milestones and integrations
• Well versed in technical aspects of a VoC programme - e.g. configuration of a website, mobile app, and third party tools
• Partnering with external vendors to configure and evolve the platform
• Scaling the programme globally while balancing consistency with local nuances

What we're looking for

• Good knowledge of Medallia Cloud and how to implement it successfully within digital channels (must have)
• Solid background in implementing and scaling digital CX initiatives, not just designing them
• Experience in project management and delivery across multiple markets or regions
• A technical understanding of ecommerce platforms, apps, and third party tools
• Confident communicator with proven ability to influence and partner with diverse stakeholders
• Self motivated, proactive, and comfortable managing multiple workstreams simultaneously

Why join

This is an opportunity to join a global organisation at a critical stage in its CX journey - where your expertise will directly shape how customers experience the brand across digital touchpoints worldwide. You'll be part of a collaborative, forward looking team with the scope to innovate and make a measurable impact on the customer experience.

Want to Apply? Here's how

You can share your LinkedIn profile or email me a CV - it doesn't have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me:

Colin Doree
Recruiter Blue Pelican