B2C Customer Experience (CX) & Satisfaction Manager

Evaneos; Paris; Hybride; EUR 43 000 - 50 000; Plein temps

Avantages offerts par ce poste

La Voyagerie HQ

Weekly remote flexibility

Traveling teleworking

Egym Wellpass

Community & team events

Résumé du poste

Evaneos in Paris seeks a Customer Experience & Satisfaction Manager to lead the voice of the traveler across product, tech, marketing and sales. This role covers surveying satisfaction at every touchpoint, improving partner quality, and managing e-reputation to boost Trustpilot and brand perception.

Reporting to the Head of Customer Satisfaction & Operations, you will define standards, publish actionable reports, and drive a continuous improvement backlog that raises overall traveler happiness

Qualifications

• 5-7 years of experience in B2C Customer Insights, Customer Experience or similar
• Experience designing and analyzing customer satisfaction surveys at scale
• Ability to turn insights into concrete actions and roadmaps

Responsabilités

• Own and continuously improve traveler satisfaction surveys across the journey
• Combine quantitative data with qualitative verbatims to identify drivers of satisfaction/dissatisfaction
• Publish regular reports with clear, actionable recommendations
• Lead the measure-analyze-fix loop and drive internal improvement projects
• Collaborate with Product, Tech, Marketing, Sales and Customer Care to evolve products/processes
• Track impact of corrective actions and maintain a continuous improvement backlog

Connaissances

Customer insights

Data analysis

Survey design

Stakeholder management

Outils

Trustpilot

Google reviews

Description du poste

At Evaneos, we believe traveler satisfaction is the strongest driver of trust, loyalty, and word-of-mouth, but only when the insights it generates lead to concrete action across the organization.

As part of a parental leave replacement (6 - 12 months), we’re looking for a Customer Experience & Satisfaction Manager to bring the traveler’s voice to the heart of our decisions. Your mission? From measuring satisfaction at every touchpoint to overseeing the quality of our 600 partner agencies and our online reputation, you turn every traveler signal into a prioritized action plan and bring the right teams on board to make it happen.

Your impact will be felt directly on our NPS, CSAT, and Trustpilot score, as well as on Evaneos’s ability to turn every traveler’s feedback into concrete improvement and lasting trust.

The Customer Satisfaction & Operations team

Reporting directly to the Head of Customer Satisfaction & Operations, you join a team of around ten experts, organized across two complementary areas: Customer Operations and Customer Service. The whole team shares one ambition: giving travelers a quality experience at every step of their journey, whether through operations, support, or continuous satisfaction improvement.

Day-to-day, you also work closely with the Product, Tech, Marketing, and Sales teams to turn signals into concrete action on the ground.

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Your role as B2C Customer Experience & Satisfaction Manager

• You own and continuously improve satisfaction surveys across the entire traveler journey
• You cross quantitative data with qualitative verbatims, and segment results (by market, destination…) to identify the real drivers of satisfaction and dissatisfaction
• You publish regular reports with clear recommendations

Operational Feedback Loop & Cross-functional Influence

• You drive the “measure > analyze > fix” loop, turning insights into prioritized and measurable internal improvement projects
• You’re the go-to person for Product, Tech, Marketing, Sales and Customer Care teams to evolve products, processes and service standards based on traveler reality
• You track the impact of corrective actions and capture the lessons learned
• You build and arbitrate a continuous improvement backlog, prioritized by business impact

Defining Quality Standards & Raising Network Quality

• You define the quality standards across the network, build the agency scoring methodology, and identify underperforming partners, ensuring a consistent and memorable traveler experience across all partners
• You equip Account Managers with diagnostic tools, guidelines, and ready-to-use corrective action plans
• You shift agency support from a case-by-case approach to frameworks and playbooks that empower Account Managers across their portfolio, and support and coach them on the toughest satisfaction cases
• You track over time whether corrective actions actually move partner scores

E-reputation Strategy and Management

• You define and lead Evaneos’s e-reputation strategy to strengthen brand trust and support organic acquisition
• You select and manage key review platforms (Trustpilot, Google…), set collection targets, optimize the journeys that generate them, and monitor performance
• You structure review management: response guidelines, escalation for critical cases, and sentiment trend reporting
• You connect e-reputation performance to business indicators, from conversion to brand awareness

Championing the Voice of the Customer

• You embody the Voice of the Customer across the organization, making traveler reality visible and impossible to ignore in strategic and operational decisions
• You turn raw feedback into compelling stories (quarterly reports, case studies, journey maps) that inspire teams and influence leadership
• You drive a customer-centric culture: running internal workshops, sharing stories, and challenging decisions that drift from traveler needs

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Cross-functional influence at the service of travelers

You bring Product, Tech, Marketing, Sales, and Customer Service together around the traveler’s voice, and spread a customer-centric culture across the organization.

A structuring, end-to-end role

From measuring satisfaction to defining quality standards, you don’t just fix irritants; you structure the satisfaction agenda, act as the team’s voice on these topics, and contribute to Evaneos’s 2027 customer experience roadmap.

Lead with impact

Join a company that believes in meaningful travel, cultural encounters, and positive impact. You help build a travel experience that’s more personal and more responsible.

What’s in it for you

• La Voyagerie – Our bright and vibrant HQ in the 9th arrondissement is more than an office: it’s a hub for inspiration, creativity, and daily interactions with others.
• Weekly remote flexibility – 2 days of remote work per week, to balance focus time at home and collaborative moments at the office.
• Travelling teleworking – The flexibility to work from different countries or regions multiple times a year.
• Well-being activities – Partially covered sports membership through Egym Wellpass, music and board games groups…
• Community & team events – After-work drinks, annual seminars, weekly team meetings,…

and even more!

Salary range: 43 - 50K€ gross/year. Transparent salary decisions based on clear benchmarks, career progression frameworks, and internal consistency to ensure fairness.

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You may be a great fit for this position if:

• You have 5 to 7 years of experience in B2C Customer Insights, Customer Experience, Market Research, or a satisfaction-focused analytical role, ideally within a marketplace, travel, or services environment.
• You’ve already designed, rolled out, and analyzed customer satisfaction surveys at scale, with a track record of recommendations that led to real action.
• You’re fluent in NPS/CSAT methodologies and feedback analysis, and know how to turn complex data into clear, actionable business insights.
• You’ve already run end-to-end projects, from identifying a dissatisfaction issue through to implementing and evaluating the fix.
• You’re familiar with review platforms (Trustpilot, Google) and public feedback management strategies.
• You’re fluent in both French and English, to connect daily with our 15 nationalities. Fluency in another language (Spanish, Italian, German) is a plus.

Evaneos may be a great fit for you if:

• You instinctively put yourself in the customer’s shoes.
• You have a proven ability to drive change across Product, Tech, Sales, and Marketing without direct authority.
• You like bringing structure to ambiguity: turning vague feedback into an organized, prioritized action plan.
• You’re persistent and diplomatic, able to carry improvement projects through over time, even against resistance.

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Recruitment process

We’re truly committed to creating an environment where everyone feels respected and included. We’re dedicated to offering equal employment opportunities, regardless of gender, sexual orientation, background, disability, or any other characteristic that makes you who you are. Our goal is simple: for everyone to thrive fully, safely, and in a climate of mutual respect.

In French and English:

• HR call with Marion – A first call to get to know each other, understand your professional background, and its fit with the role 30 - 45 minutes
• Team Leader interview with Gaëlle – An open discussion to dig deeper into your skills and get a clear understanding of the role 1 hour
• Case study – A hands-on exercise based on (near) real scenarios, to prepare in advance, with a debrief ideally in person, including time to present and discuss with the team 1 hour
• Interview with Anne, Chief Sales and Customer Officer 45 minutes