Radius Limited
Logistics And Supply Chain
CustomerCentricityManager
Neural analysis suggests this role is
optimal for mid candidates.
“Customer Centricity Manager at Radius Limited. Skills: Customer Centricity, Voice of customer, Programme delivery, Data analysis. Own AskNicely platform relationship. Manage 70+ active surveys”
Industry & Context.
Root cause analysis
Willing to travel regularly across Europe
What They're Looking For.
Must Have
1 year of experience in customer experience, 1 year of experience in customer insight, 1 year of experience in programme management, Active customer facing experience, Passion for customer centricity, Project management experience, Team Leader level or above (Customer Service background), Analytical skills, Confident use of Excel, Confident facilitator, Confident presenter to senior audiences, Willing to travel regularly across Europe
Nice to Have
Experience with AskNicely, Experience with Medallia, Experience with Qualtrics, Experience with equivalent voice of customer platforms, Second language: Spanish, Second language: Italian, Second language: French, Second language: German, Second language: Portuguese, Second language: Dutch, B2B services background, Fuel cards background, Telematics background, Fleet background, Financial services background, Telecoms background, Experience with Salesforce reporting, Experience with Salesforce surveys, Experience with Salesforce case management
What You'll Do.
Own AskNicely platform relationship
Manage 70+ active surveys
Govern language localisation
Govern Salesforce integration
Conduct configuration audits
Conduct data integrity reviews
Visit European markets
Present findings to leadership
Facilitate root cause analysis sessions
Agree prioritised improvement actions
Track delivery of country commitments
Escalate systemic issues
Lead day to day delivery of programme pillars
Maintain Customer Centricity roadmap
Maintain operational rhythm
Produce monthly Group level dashboards
Produce country scorecards
Lead CSAT and NPS target setting
Report monthly on performance
Operate Top Agent Club framework
Maintain reporting infrastructure
Improve reporting infrastructure
Ensure data consistency
Ensure data usability
Ensure consistency in customer responses
Continuously monitor accounts
Update Radius Standards document
Continuously improve surveys
Continuously improve reporting
Continuously improve processes
How You'll Work.
Team & Collaboration
Collaboration with Business Intelligence; Collaboration with Customer Service teams; Presenting to senior audiences; Presenting to multi cultural audiences
Communication Scope
Presenting findings; Facilitation; Senior presentations
Process & Methodology
Programme delivery, Roadmap maintenance, Operational rhythm
Full Job Description
The role The Customer Centricity Manager is the operational owner of the Group Customer Centricity programme. The role combines technical ownership of our voice of customer infrastructure with hands on programme delivery in country alongside senior leaders. It is a delivery focused role with a significant operational component, including detailed survey configuration, dashboard building, screenshotting, and document maintenance. The successful candidate will be comfortable rolling up their sleeves on these tasks as well as presenting to senior audiences. Key responsibilities AskNicely and survey infrastructure * Own the AskNicely platform relationship as our source of truth for NPS and CSAT * Manage 70+ active surveys across Onboarding, Anniversary, Retention, and Case Closure, spanning all divisions and markets * Govern survey design, sampling, language localisation, and Salesforce integration, including configuration audits and data integrity reviews In country reviews and root cause analysis * Visit European markets to present findings to country and divisional leadership * Facilitate root cause analysis sessions and agree prioritised improvement actions with Country Managers and CROs * Track delivery of country level commitments and escalate systemic issues for central intervention Programme delivery and reporting * Lead day to day delivery of the four programme pillars: Radius Trends, Radius Standards, Radius Champions, and Radius Referrals * Maintain the Customer Centricity roadmap and operational rhythm including monthly insight cycles and quarterly reviews * Produce monthly Group level dashboards and country scorecards using AskNicely, Tableau, and Salesforce * Lead CSAT and NPS target setting per division and per country, including floor, cap, and run rate methodology, and report monthly on performance against those targets Top Agent Club and recognition * Operate the Top Agent Club framework, ensuring local teams activate, promote, and adopt the programme
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