Global Customer Experience Implementation Manager (Contract)

Blue Pelican; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading recruitment agency is seeking a Global Customer Experience Implementation Manager for a 6–9 month contract in London. The ideal candidate will manage the end-to-end implementation of Medallia Cloud, demonstrating a strong understanding of VoC programs and exceptional project management skills. This role offers a competitive rate of £350-400 per day and requires effective stakeholder management across a global environment.

Qualifications

• Proven track record in managing a global-scale VOC implementation.
• Good knowledge of Medallia Cloud is a must.
• Strong project management skills to manage complexity and multiple stakeholders.

Responsibilities

• Lead the end-to-end implementation of Medallia Cloud across global digital channels.
• Oversee testing, optimisation, and troubleshooting to ensure functionality.
• Manage stakeholder communication across multiple territories.

Skills

VoC implementation management

Medallia Cloud knowledge

Project management skills

Stakeholder communication

Detail-oriented mindset

Job description

Job Title: Global Customer Experience Implementation Manager (Contract)

Location: London, UK

Contract Length: 6–9 months

Start Date: Asap

IR determination – TBC

Rate: £350-400 per day

We’re seeking a VoC professional who has worked on the implementation of Mediallia Cloud before, ideally within a global environment, to join a global lifestyle brand undergoing their own implementation.

This project is principally to cover all digital channels, and your involvement isn’t on the IT side, it’s more as the business owner. Owning and translating what the design requirements are of the Medallia platform into the business, so what gets delivered is able to provide valuable and powerful voice of the customer insights covering all aspects of the customer’s digital journey.

Because of the scale and complexity of the business, it’s going to require someone who is highly organised, with strong attention to detail and Medallia knowledge is a ‘must have’.

In addition, there’s an importance too on being able to orient successfully within highly complicated stakeholder environments. Requirements gathering from business stakeholders, translating them into the roadmap design for implementation, articulating these to the relevant teams effectively so they get delivered and tracking them effectively to ensure they get brought to life throughout project delivery, able to hold together the worksteams and be an effective communicator of highly complex requirements into simple to follow projects of work for each respective team.

You’ll take ownership of testing, optimisation and data feed validation to make sure everything works as it should — enabling the business to capture the right insights, ensuring the implementation of this solution translates into a powerful VoC platform which is useful for end business users across marketing, ecommerce, product, customer service, etc.

With multiple moving parts and diverse regional needs, you’ll play a critical role in managing stakeholders, aligning expectations, and keeping the implementation on track.

Key Responsibilities

• From the business need perspective, lead the end-to-end implementation of Medallia Cloud across global digital channels.
• Well versed in technical aspects of a VoC programme – e.g. configuration of a website, mobile app, and third party tools
• Oversee testing, optimisation, and troubleshooting to ensure seamless functionality.
• Validate and monitor data feeds to guarantee accuracy and consistency across regions.
• Manage stakeholder communication across multiple territories with differing priorities.
• Ensure delivery milestones are met within time and scope.
• Work closely with internal teams and external partners to drive successful execution.

What We’re Looking For

• Proven track record in managing a global-scale VOC implementation.
• Good knowledge of Medallia Cloud is a must (unfortunately this can’t be flexed).
• Strong project management skills: able to juggle complexity, multiple stakeholders, and tight timelines.
• Confident communicator who can influence and align cross-functional teams.
• Detail-oriented mindset with a focus on optimisation and delivery excellence.
• You know what makes good, useful and powerful insight from a VoC programme. So can define, shape and strategize for it.

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t 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
[e-mail]