Job Purpose
The Voice of Customer (VoC) Manager oversees the day to day execution of VoC programs, ensuring high quality insight delivery, governance, and cross functional alignment.
Qualifications
Education Bachelor’s degree in Marketing, Analytics, or Business
Arabic Language Proficient
English Language Proficient
Use of Technology Strong Knowledge of VoC platforms & analytics tools (Qualtrics, Medallia, Xebo)
General Abilities Leadership, Analytical thinking, Stakeholder collaboration
Minimum On the Job Experience 3-5 years of experience in VoC program management.
Work Context
Co-ordination Works cross-functionally with Operations, CX, and Stakeholders
Duration of a typical work week 5 days
Communicating with Supervisors, Peers, or Subordinates Regularly interacts with stakeholders for program updates and insights.
Scope of work
Project management
Accountabilities (but not limited to)
o Program Execution & Governance
o Oversee the daily operation of VoC programs across all touchpoints.
o Ensure timely deployment of surveys, data integrity, and proper sampling methodologies.
o Manage governance processes to ensure consistency, compliance, and program efficiency.
o Reporting & Insights Delivery
o Validate all outgoing reports, dashboards, and insight summaries from the team.
o Connect data across sources (VoC, CRM, operational metrics) to provide enriched insights.
o Drive storytelling that supports business decision making.
o Stakeholder Collaboration & Action Planning
o Serve as the main point of contact for brand teams regarding customer insights.
o Present key findings, trends, and recommendations to business stakeholders.
o Ensure action plans are created, documented, and updated; track progress and impact.
• Platform & Data Management
o Oversee platform configuration, survey design, quality checks, and issue escalation.
o Ensure the VoC Platform Analyst maintains clean, accurate data pipelines.
• Team Leadership & Continuous Improvement
o Lead and develop VoC Insights Analysts and VoC Platform Analyst.
o Set priorities, provide coaching, and ensure quality of deliverables.
o Recommend enhancements to survey design, program structure, and analytics frameworks.
o Stay updated on VoC best practices and industry trends to improve program maturity.
Competencies – Functional (job specific)
Competency Desired Behaviour
Program Execution Ensures consistent survey deployment and governance
Data Storytelling Delivers clear, actionable narratives from insights
Cross Data Synthesis Connects VoC data to operational or business metrics
Stakeholder Management Builds strong internal partnerships and drives alignment
People Leadership Coaches, mentors, and guides insights & platform teams
Performance Deliverables:
Perspective Key Result Area (KRA) Measure
Financial Cost Efficiencies Budget adherence, vendor optimization
Customer Customer Satisfaction Insights NPS/CSAT trend reporting, action plan impact
VoC Program coverage & accuracy Survey deployment quality, response integrity