Customer Insight & Satisfaction Lead

Europcar Mobility Group; Paris; Sur place; EUR 70 000 - 110 000; Plein temps

Résumé du poste

Europcar Mobility Group is seeking a Customer Satisfaction Manager to champion the voice of the customer. You will lead data-driven improvements across the customer journey, collaborating with Marketing, IT, and local teams to ensure service excellence and measurable gains in CSAT and NPS.

The role involves setting targets, reporting to senior management, and driving change initiatives across international markets in a fast-paced travel group environment.

Qualifications

• At least 5 years of relevant experience in handling continuous improvement projects.
• Experience in consulting or operational improvement focused on CX, NPS, or Customer Satisfaction programs.
• Strong written, oral, and presentation communication abilities in English.

Responsabilités

• Promote a customer-centric culture and advocate for customer satisfaction across the organization.
• Continuously assess and enhance customer-centric practices and integrate feedback into business decisions.
• Monitor Customer Satisfaction from Booking to Post-Rental and report to top management.
• Collaborate with central functions for root-cause analysis and customer-centric solutions.
• Lead change initiatives and support NPS champions across geographies.

Connaissances

Data-driven

Project management

Communication skills

Team collaboration

Formation

Master's degree

Outils

MS Excel

PowerPoint

Google Slides

Description du poste

Europcar Mobility Group is seeking a Customer Satisfaction Manager to champion the voice of the customer. You will lead data-driven improvements across the customer journey, collaborating with Marketing, IT, and local teams to ensure service excellence and measurable gains in CSAT and NPS.

The role involves setting targets, reporting to senior management, and driving change initiatives across international markets in a fast-paced travel group environment.