Customer Centricity Manager

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 in 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, including do’s and don’ts, response guidelines, and tone of voice 

• Continuously improve surveys, reporting, and processes based on feedback from internal teams 

Essential requirements 

• At least 1 year of experience in customer experience, customer insight, or programme management; 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 or PowerBI, and Salesforce reporting 

• Confident facilitator and presenter to senior, multi cultural audiences 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 starting operator with a quality first mindset and high standards for data integrity 

• Willing to travel regularly across Europe 

Desirable 

• Hands on experience with AskNicely, 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 

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)
• Women-focused gym & female health events
• 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

Next Steps

If you feel we are a good match for each other, you can apply online now!

If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via [email protected]

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.