Quality & Customer Experience Manager

LET’S TALK ABOUT THE JOB!
At Shurgard, we believe every interaction is an opportunity to deliver peace of mind. As our Quality & Customer Experience (CX) Manager, you will drive our service strategy across all seven European markets. Reporting directly to the Call Channel Sales & Service Operations Director, you will bridge the gap between direct customer feedback and operational excellence.

Your mission will be two-fold: ensuring our external sales partner delivers flawless sales call quality, while simultaneously auditing and elevating the quality of service and retention calls handled directly across our vast network of stores.

LET’S TALK ABOUT YOUR RESPONSIBILITIES!

• You oversee and audit the call quality of our external sales partner, ensuring they meet Shurgard’s high standards for sales conversion and customer care.
• You lead regular calibration sessions with external sales partner teams and QA analysts to standardize scoring metrics and align on what “excellent” looks like.
• You establish swift, actionable feedback loops to address performance dips and reward top-tier service delivery.
• You monitor and evaluate the quality of service and retention calls & customer visits across all seven Shurgard retail markets.
• You design, launch, and manage a best-in-class mystery shopping program across all regions to identify service gaps, benchmark performance, and enforce a unified, uniform way of working across every single market.
• You ensure that store teams are adhering to service protocols, handling objections effectively, and maximizing customer retention opportunities.
• You analyze and map every stage of the customer journey across channels to eliminate friction points and streamline the rental experience.
• You partner with regional training managers to translate QA insights into impactful coaching modules for both external sales partner team and store staff.
• You track, analyze, and report on core CX metrics, including CSAT (Customer Satisfaction), NPS (Net Promoter Score), and operational KPIs.
• You translate raw data and customer feedback into clear, actionable reports for the Call Channel Sales & Service Operations Director and other key stakeholders.

LET’S TALK ABOUT YOUR SKILLS!

• You show highly proficient analytical thinking in interpreting complex call data, managing operational metrics, and using data to tell a story.
• You demonstrate empathy and advocacy, with a deep understanding of customer psychology and the ability to diagnose customer frustrations and passionately advocate for solutions.
• You are adept at building dashboards, manipulating data sets, and transforming complex QA and mystery shopping results into visually compelling executive presentations.