B2C Customer Experience & Satisfaction Lead

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

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