Customer Survey Campaign Manager

About the role

The Customer Survey Campaign Manager is responsible for the full lifecycle of customer feedback initiatives, from design through execution to analysis. Working closely with Marketing, Operations and Sales teams, the role ensures surveys are correctly targeted, delivered on time, and generate actionable insights for the business.

Key responsibilities

• Collaborate with internal teams (Marketing, Operations, Sales) to identify new survey opportunities and define interaction moments.
• Plan and prepare campaigns by extracting, cleaning and segmenting contact data from Salesforce CRM.
• Design and script customer surveys within Qualtrics (or a similar platform) to capture relevant feedback.
• Program automated invitations and reminders to maximise participation.
• Execute surveys, monitor progress and adjust tactics to ensure successful completion.
• Collect, process and export survey results, ensuring seamless data exchange between systems.
• Develop and customise dashboards for end‑users to visualise insights effectively.
• Manage the “close the loop” process by following up on feedback, addressing issues and reporting outcomes.
• Handle ticketing related to survey responses and customer inquiries, resolving issues promptly.
• Support platform users through training, documentation and ongoing assistance, and maintain the relationship with Qualtrics support.

Required profile

• Rigorous and analytical mindset.
• Fluent in written and spoken English.
• Proven experience managing customer survey campaigns.
• Familiarity with Qualtrics or a comparable survey platform.
• Experience with Salesforce CRM and advanced Excel for data presentation.

Required skills

• Qualtrics (or equivalent survey platform).
• Salesforce CRM.
• Advanced Excel, including data visualisation and formatting.