Voice of Customer Coordinator & Client Centricity Ambassador
Diesel has long been a pioneer in denim and casual fashion, known for staying ahead of trends. Recently, Diesel has evolved into the premium casual wear market, with a presence in over 80 countries and more than 5,000 points of sale, including 400+ company-owned stores.
Position: Voice of Customer Coordinator & Client Centricity Ambassador
Based at Diesel headquarters in Breganze, Italy, within the Client Development and Consumer Insights department, this role involves setting goals and driving results for the VOC program, ensuring excellent global execution.
The role impacts brand image, customer loyalty, and strategic planning. Responsibilities include managing daily operations, guiding program evolution, collecting insights, and translating feedback into actionable improvements to enhance customer experience. The role is key in fostering a customer-centric culture across the organization.
Key Responsibilities
VOC Program Management

Define and execute strategic direction for the VOC program aligned with broader business goals.
Serve as the primary contact for the VOC program within internal departments (Retail, eCommerce, Client Service, CRM) and regional teams.
Manage relationships with external partner Medallia.
Oversee operational aspects of the VOC program, ensuring consistency and sharing best practices.
Become an expert on all mechanics of the VOC program.
Manage related budgets, invoicing, and costs.

VOC Tracking and Reporting

Develop and monitor KPIs to assess program success.
Analyze client insights comprehensively.
Lead quarterly reviews with Medallia and prepare executive summaries for leadership.
Collaborate with the Client Insights team to track and evaluate client initiatives.
Create and promote VOC dashboards across teams.
Conduct periodic reviews with internal departments on insights collected.

VOC Program Evolution

Lead all aspects of VOC evolution, from scope definition to coordination with Medallia and internal teams.
Identify opportunities to increase touchpoints, refine surveys, and enhance feedback collection.
Partner with global Retail, eCommerce, and CRM teams to explore new technologies and manage project implementation.
Manage project roadmaps, milestones, and testing of new features.
Coordinate communication and training regarding new features and updates.

Client Centricity Ambassador

Ensure insights lead to actionable projects.
Translate insights into strategic opportunities.
Challenge departments to respond to client feedback and align on implementation timelines.
Support a customer-centric approach in decision-making and training.
Promote a culture focused on exceptional customer experience.

Main Interfaces
Collaborate with:

Global Retail, eCommerce, and CRM Departments
External partners

Key Requirements

2-4 years’ experience in VOC program management.
Strong client focus, especially in a retail omnichannel context, with excellent communication skills.
Experience working across multiple regions.
Deep understanding of premium/luxury fashion client expectations across channels.

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