Customer Experience & Insights Lead

Europcar España; Paris; Hybride; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Restaurant d'entreprise

Indemnités de stage/alternance

Résumé du poste

Europcar Mobility Group in Paris is seeking a Customer Satisfaction Manager/Representative to lead the Voice of the Customer, drive continuous improvement, and shape the Group Quality Policy. You will work within the Loyalty & Customer Intelligence team to champion customer experience across brands and countries.

Ideal candidates have 5+ years in CX or continuous improvement, strong data skills, and proficiency in English; familiarity with NPS and CSAT metrics; you will collaborate with

Qualifications

• At least 5 years of experience in customer satisfaction or continuous improvement roles.
• Experience in consulting or operational improvement focused on CX topics, NPS or CSAT.
• Strong written, oral, and presentation communication abilities in English; other European languages are a plus.

Responsabilités

• Promote a customer-centric culture across the organization and act as a role model for customer satisfaction.
• Monitor CSAT and NPS across the customer journey and report to Top Management.
• Collaborate with Product & Tech teams for IT-related improvements and data provision.
• Lead change initiatives to address customer pain points and drive improvements across countries.

Connaissances

Customer experience

Data analysis

Project management

Communication skills

Cross-functional collaboration

Outils

MS Excel

PowerPoint

Google Slides

Description du poste

Europcar Mobility Group in Paris is seeking a Customer Satisfaction Manager/Representative to lead the Voice of the Customer, drive continuous improvement, and shape the Group Quality Policy. You will work within the Loyalty & Customer Intelligence team to champion customer experience across brands and countries.

Ideal candidates have 5+ years in CX or continuous improvement, strong data skills, and proficiency in English; familiarity with NPS and CSAT metrics; you will collaborate with