Senior Manager Voice of Customer

METRO opened its first cash & carry wholesale center in Pakistan in 2007 & expanded to 5 wholesale centers in a short span of 18 months. In July 2012 METRO and Makro-Habib combined their wholesale business in Pakistan marking the beginning of a long-term partnership to the mutual benefit of both companies. The merger allowed

METRO and Makro-Habib to combine resources and gain the financial strength to lead and grow in a challenging environment and to gain synergies targeted to generate value for our customers and suppliers alike. Today the company is operating 10 wholesale centers in Lahore, Karachi, Multan, Islamabad & Faisalabad.

METRO Pakistan (Pvt) Limited is part of METRO GROUP's sales division METRO Cash & Carry, the international leader in self-service wholesale. The company operates more than 750 stores in 25 countries in Europe, Asia and Africa and has a workforce of over 107,000 employees. Sales in 2016/17 were approximately 37 billion Euro.

Program Ownership & Strategic Integration

• Lead the local implementation of METRO's VoC (Voice of Customer) program as part of the global sCore strategy.
• Position VoC as a strategic pillar in business decision-making by aligning insights with key business processes and customer journeys.
• Coordinate and localize the global relationship and transactional VoC to reflect METRO Pakistan's customer segments and needs.

Feedback Collection & Insight Generation

• Utilize Qualtrics, METRO's global VoC platform, to design, launch, and manage surveys including touchpoint-specific, relational, and unsolicited feedback.
• Ensure the collection of high-quality, representative customer data from HoReCa, Trader, and SCO segments across all stores and delivery channels.
• Analyze qualitative and quantitative customer data using dashboards, text analytics, and call-back summaries to uncover themes and root causes.

Action Planning & Change Enablement

• Collaborate with functional leads and store teams to translate VoC insights into structured, prioritized improvement plans.
• Lead regular store huddles and VoC forums to embed feedback in local and Head Quarters-level routines.
• Support journey redesign initiatives with service design methodology where required.

Operational Excellence Focus

• Champion the transactional feedback system to track daily experiences in-store and via FSD (Food Service Delivery.
• Support store and depot teams in using VoC data to improve local processes such as checkout experience, staff behavior, and product availability.
• Coordinate follow-ups, ensure cadence of huddles, and maintain robust documentation of actions taken.

Strategic Relationship Building

• Lead execution of VoC surveys and initiatives to assess overall customer loyalty, value perception, and partnership reliability.
• Work with central departments to analyze long-term trends and co-develop strategic actions to improve METRO's brand perception.
• Align insights with key stakeholders and influence cross-functional collaboration.

Digital Leadership

• Drive continuous improvement of the VoC Portal, increasing accessibility and visibility of insights via United, VoC App, Break Room TVs, and automatic reports.
• Ensure team proficiency in Qualtrics, including training, dashboard creation, and usage best practices.
• Integrate unsolicited sources of feedback (e.g., QR codes, online reviews) into the broader feedback ecosystem.

Capability Development

• Train and support Store and Offer teams in understanding customer feedback and using VoC tools (especially Qualtrics).
• Build feedback interpretation and action planning capabilities across all levels of the business.
  
  

Bachelor's or Master's degree in Business Administration, Marketing, Customer Experience, Data Analytics, or a related field.

5–7 years of experience in Customer Experience, Market Research, VoC programs, or related customer insight roles. Experience in modern retail is preferred.