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About the Role
Securitas is seeking a Voice of Clients (m/w/d) to join their Commercial Team, focusing on implementing and managing the Voice-of-Client (VoC) program according to global standards.
Responsibilities
- Implement and manage the Voice-of-Client (VoC) program according to global standards.
- Centrally collect, structure, and further develop all VoC data within the country.
- Analyze customer feedback to identify trends, risks, and growth opportunities.
- Derive concrete action recommendations for Commercial, Operations, Marketing, and SOC.
- Support strategic initiatives such as account planning, churn reduction, and cross- and upselling.
- Create and continuously develop target group-specific reports and dashboards.
- Actively communicate VoC findings in meetings, workshops, and cross-departmental formats.
- Ensure structured feedback processes and compliance with governance and data protection requirements.
Requirements
- Minimum of 3 years of experience in Customer Experience, VoC Management, Commercial Excellence, or Market Research.
- Experience collaborating with Sales, Marketing, Operations, and Service Delivery.
- Knowledge of common VoC tools and CRM systems (e.g., Microsoft Dynamics, Qualtrics).
- Very good analytical skills and sound experience with Power BI, Excel, and data visualization.
- Strong customer orientation and excellent communication skills.
- Ability to present complex data and contexts understandably for different stakeholders.
- Structured, methodical, and solution-oriented approach to work.
- High degree of initiative, responsibility, and implementation strength.
Skills
- VoC-Management
- Customer Experience
- Commercial Excellence
- Market Research
- Sales Collaboration
- Marketing Collaboration
- Operations Collaboration
- Service Delivery Collaboration
- VoC Tools
- CRM Systems
- Microsoft Dynamics
- Qualtrics
- Power BI
- Excel
- Data Visualization
- Communication Skills
- Analytical Skills
Location
- Berlin
Work Type
- Full-time
- Permanent
- Up to 50% mobile working
Experience Level
- Minimum 3 years of experience
Salary/Compensations
- Attractive starting salaries
Benefits
- Job security with a permanent contract
- 30 vacation days per year
- Numerous employee discounts with providers like Sky, Vodafone, McFit, FitX, and more
- Flexible and predictable working hours
- Up to 50% mobile working
- Additional company pension plan (bAV) with up to 20% employer contribution
- Free Securitas group accident insurance (also for private time)
- Extensive Securitas seminar catalog
- Teamwork and regular feedback and potential discussions
- State-of-the-art technical equipment
- Securitas online employee portal
About the Company
- Securitas is the largest provider of professional security solutions worldwide, with 322,000 employees in 44 countries, including 20,000 in Germany.
- Our values are honesty, attentiveness, and helpfulness, with the goal of making the world safer.
- Securitas is a market leader in security services globally and in Germany.
- We offer stability and variety in tasks through diverse customer objects, a broad customer base, and strong team cohesion.
Equal Opportunity
- Securitas stands for equal opportunities and diversity!
- As a signatory of the Charta der Vielfalt, we reject discrimination of any kind and look forward to applications and cooperation with people – regardless of gender, sexual orientation, ethnic and social origin, age, disability, religion, or worldview.