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 Can you tick these confidently? - Do you know Medallia Cloud? ? - Have you worked on a project to implement it from scratch before? ? Please note - This isnt 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 theyre 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 its capable of, how it plugs in to digital channels, how data flows around a business and how its 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. Youll 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 youll 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 whats been implemented to ensure its 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 were 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. Youll 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? Heres how: You can share your Linked-in profile or email me a CV it doesnt 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 on: Colin Doree Recruiter | Blue Pelican 01892 507122

Location: Central London, South East, GB

Posted Date: 11/5/2025