The Customer Centricity Manager is the operational owner of the Group Customer Centricityprogramme. The role combines technical ownership of our voice of customer infrastructure with hands onprogrammedelivery in country alongside senior leaders. It is a delivery focused role with a significant operationalcomponent, 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
AskNicelyand survey infrastructure
Own theAskNicelyplatform 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, languagelocalisation, 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 agreeprioritisedimprovement actions with Country Managers and CROs
Track delivery of country level commitments and elevate systemic issues for central intervention
Programmedelivery and reporting
Lead day to day delivery of the fourprogrammepillars: 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 usingAskNicely, Tableau, and Salesforce
Lead CSAT and NPS target setting per division and per country, including floor, cap, and run ratemethodology, 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 theprogrammein line with global standards and rules
Reporting infrastructure and standards
Maintain and improve reporting infrastructure, ensuring data accuracy, consistency, and usability in collaboration with Business Intelligence and Customer Service teams (for example Tableau and Salesforce dashboards)
Ensure consistency in customer responses across all markets by continuously monitoring accounts and updating the Radius Standards document, includingdo’sand don’ts, response guidelines, and tone of voice
Continuously improve surveys, reporting, and processes based on feedback from internal teams
At least 1 year of experience in customer experience, customer insight, orprogrammemanagement; or an active customer facing role; or a strong passion for customer centricity combined with project management experience
If applying from a Customer Service background, candidates must be at Team Leader level or above
Strong analytical skills including confident use of Excel, and ideally Tableau orPowerBI, and Salesforce reporting
Confident facilitator and presenter to senior,multi culturalaudiences including Country Managers and CROs
Willing and able to work hands on across the full delivery spectrum, from senior presentations through to detailed survey configuration, dashboard building, and document maintenance
Diplomatic,self startingoperator with a quality first mindset andhigh standardsfor data integrity
Willing to travel regularly across Europe
Hands on experience withAskNicely, Medallia, Qualtrics, or equivalent voice of customer platforms
Second language: Spanish, Italian, French, German, Portuguese, or Dutch
B2B services background, ideally fuel cards, telematics, fleet, financial services, or telecoms
Experience with Salesforce, including reporting, surveys, or case management
Additional Information
Diversity, Equality & Inclusion at RadiusOur global DEI networks champion LGBTQ+ inclusion, cultural diversity, women’s empowerment and mental health, neurodiversity and disability support.
We also offer:
- Global Female Health Policy & Female Health Champions
- Pregnancy Loss and Fertility Treatment Policies
- Endometriosis Friendly Employer (UK)
- Mental Health First Aiders
- Disability Confident Committed Employer (Level 1)
- Race at Work Charter signatory
- Proud sponsor of Crewe Pride (4 years running) and Cheshire Pride Awards Corporate Supporter 2025
- Community network driving charity and volunteering initiatives, with 8 consecutive years of participation in the UK Challenge.
- Give as you earn scheme (payroll giving) and match funding
Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.
We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.
We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.
#J-18808-Ljbffr”, “datePosted”: “2026-05-21”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Radius Limited”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__438877221__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=340” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Crewe” } } }The Customer Centricity Manager is the operational owner of the Group Customer Centricityprogramme. The role combines technical ownership of our voice of customer infrastructure with hands onprogrammedelivery in country alongside senior leaders. It is a delivery focused role with a significant operationalcomponent, 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
AskNicelyand survey infrastructure
Own theAskNicelyplatform 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, languagelocalisation, 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 agreeprioritisedimprovement actions with Country Managers and CROs
Track delivery of country level commitments and elevate systemic issues for central intervention
Programmedelivery and reporting
Lead day to day delivery of the fourprogrammepillars: 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 usingAskNicely, Tableau, and Salesforce
Lead CSAT and NPS target setting per division and per country, including floor, cap, and run ratemethodology, 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 theprogrammein line with global standards and rules
Reporting infrastructure and standards
Maintain and improve reporting infrastructure, ensuring data accuracy, consistency, and usability in collaboration with Business Intelligence and Customer Service teams (for example Tableau and Salesforce dashboards)
Ensure consistency in customer responses across all markets by continuously monitoring accounts and updating the Radius Standards document, includingdo’sand don’ts, response guidelines, and tone of voice
Continuously improve surveys, reporting, and processes based on feedback from internal teams
At least 1 year of experience in customer experience, customer insight, orprogrammemanagement; or an active customer facing role; or a strong passion for customer centricity combined with project management experience
If applying from a Customer Service background, candidates must be at Team Leader level or above
Strong analytical skills including confident use of Excel, and ideally Tableau orPowerBI, and Salesforce reporting
Confident facilitator and presenter to senior,multi culturalaudiences including Country Managers and CROs
Willing and able to work hands on across the full delivery spectrum, from senior presentations through to detailed survey configuration, dashboard building, and document maintenance
Diplomatic,self startingoperator with a quality first mindset andhigh standardsfor data integrity
Willing to travel regularly across Europe
Hands on experience withAskNicely, Medallia, Qualtrics, or equivalent voice of customer platforms
Second language: Spanish, Italian, French, German, Portuguese, or Dutch
B2B services background, ideally fuel cards, telematics, fleet, financial services, or telecoms
Experience with Salesforce, including reporting, surveys, or case management
Additional Information
Diversity, Equality & Inclusion at Radius
Our global DEI networks champion LGBTQ+ inclusion, cultural diversity, women’s empowerment and mental health, neurodiversity and disability support.
We also offer:
- Global Female Health Policy & Female Health Champions
- Pregnancy Loss and Fertility Treatment Policies
- Endometriosis Friendly Employer (UK)
- Mental Health First Aiders
- Disability Confident Committed Employer (Level 1)
- Race at Work Charter signatory
- Proud sponsor of Crewe Pride (4 years running) and Cheshire Pride Awards Corporate Supporter 2025
- Community network driving charity and volunteering initiatives, with 8 consecutive years of participation in the UK Challenge.
- Give as you earn scheme (payroll giving) and match funding
Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.
We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.
We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.
#J-18808-Ljbffr…