Customer Insights Coordinator

europcar; Paris; Sur place; EUR 70 000 - 90 000; Plein temps

Résumé du poste

Europcar is seeking a Customer Satisfaction Manager/Representative to champion the Voice of the Customer within the Loyalty & Customer Intelligence team. You will drive satisfaction targets, shape the Group Quality Policy, and lead improvements through data-driven insights and innovative tools.

The role spans monitoring KPIs, coordinating with local country experts, and promoting a customer-centric culture across the organisation to elevate service excellence.

Qualifications

• Proven ability to translate customer feedback into actionable improvements.
• Experience designing and monitoring NPS/CSAT programmes.
• Strong stakeholder management across multiple functions.

Responsabilités

• Lead Voice of the Customer initiatives and champion customer satisfaction improvements.
• Monitor KPIs from booking to post-contact, reporting to senior leadership.
• Collaborate with Product and IT for data provision and customer benefit assessment.
• Develop and promote customer-centric practices across the organisation.

Connaissances

Customer satisfaction

NPS metrics

CSAT analysis

Voice of the Customer

Data-driven improvement

Stakeholder management

Outils

CRM systems

SQL basics

Description du poste

Job Description

Join Our Team as a Customer Satisfaction Manager / Customer Satisfaction Representative - Champion the Voice of the Customer!

Are you passionate about elevating customer experiences, driving continuous improvement, and making a real impact across an organization? We are looking for a talented Customer Satisfaction Manager / Customer Satisfaction Representative to join our Loyalty & Customer Intelligence team within the broader Marketing function. In this role, you will be instrumental in achieving customer satisfaction targets, shaping the Group Quality Policy, and ensuring the highest standards of service excellence through innovative tools and processes.

Key Responsibilities

Reporting To Group Head of Customer Satisfaction

About the Role

The position is part of the Customer Satisfaction team within the Customer Market Intelligence department. This department is made up of 3 pillars:

• Customer Loyalty: Design effective loyalty programmes to increase customer lifetime value.
• Customer Research & Knowledge: Deliver actionable insights to adjust brands' value propositions, offers, and services accordingly.
• Customer Satisfaction: Listen to the Voice of the Customer by capturing customers' feedback at the adequate touch points of their journey, identify customer experience improvements through data collection and analysis (NPS, CSAT, verbatim, employee feedback), define the level of quality to be achieved, and fix customer pain points by leading improvement projects.

Within the Customer Satisfaction team, we aim at having a visible and positive impact on the overall customer experience. You will be part of a dynamic, motivated, and talented team including multidisciplinary skills and doers, working closely with local country experts as well as other group functions, having a central position in the Group. Your main mission is to make the Voice of the Customer heard within the company, achieve the Customer Satisfaction objectives, and contribute to the definition of the Group Quality Policy (all brands/countries) with tools and processes required to enforce its application.

Main functions

• Promote a customer-centric culture throughout the organization by serving as a role model and advocate for customer satisfaction.
• Continuously assess and enhance customer-centric practices, ensuring that customer needs and feedback are integrated into all aspects of the business.
• Monitor Customer Satisfaction from Booking to Post-Rental and report on performance to Top Management and the whole Group.
• Represent the Group and assist local counterparts (NPS/Customer Satisfaction champions) in achieving targets.
• Identify and prioritize customer pain points to be addressed, working with other functions to influence project deliveries.
• Contribute to the definition and improvement of the overall Group Quality policy and monitoring.
• Support and engage all employees in the pursuit of exceptional customer satisfaction, reinforcing the customer-centric mindset across the organization.

Core Missions

• Monitor Customer Satisfaction from Booking to Post-Rental and report on the performance to Management Board.
• Annually assist in setting customer satisfaction targets aligned with expected service quality.
• Steer existing customer satisfaction KPIs across the customer journey (NPS, Contact rate, CSAT).
• Provide/produce reports, synthesis, and presentations for Top Management on performance outcomes.
• Act as the Group's representative and provide assistance to local counterparts (NPS champions) in reaching their targets.
• Ensure follow-up of Group Customer Satisfaction Strategy, use of Group tools/methodologies/standards.
• Facilitate communication between Group and countries, including issue escalation and local customer advocacy for central project prioritization.
• Regularly assess and challenge local priorities and action plans in alignment with customer satisfaction objectives.
• Leverage experience and expertise to address local challenges through data analysis, root-cause analysis, and solution implementation, ensuring issue resolution.
• Identify customer pain points to be tackled in priority and feed other functions to influence project deliveries.
• Use advanced data analysis and insights from peers/countries to define priorities.
• Collaborate with central functions for root cause analysis and customer-centric solutions.
• Partner with Product Lines for IT-related improvements, including data provision and customer benefit assessment.
• Assist in change management across geographies, working with NPS champions to prepare deployment materials.
• Monitor project progress and benefits across all functions.
• Contribute to define/improve overall Group Quality policy and monitoring.
• Ensure KPI relevance and accuracy with Performance Office support.
• Oversee the functionality of the customer satisfaction measurement system in collaboration with IT and the provider.
• Suggest enhancements to tools/methodologies, seeking efficiency and best pr