Customer Insights & CX Excellence Coordinator

Europcar Group; Paris; Hybride; EUR 55 000 - 85 000; Plein temps

Résumé du poste

Europcar Mobility Group is seeking a Customer Satisfaction Manager/Representative to champion the Voice of the Customer across the Loyalty & Customer Intelligence team. You will drive CX improvements, lead KPI reporting, and shape the Group Quality Policy with data-driven insights and cross-functional collaboration.

The role requires 5+ years in CX/continuous improvement, strong English communication, and a Master’s degree with statistics exposure.

Qualifications

• 5+ years of relevant experience in customer satisfaction or continuous improvement roles.
• Experience leading cross-functional change initiatives and driving CX improvements.

Responsabilités

• Monitor Customer Satisfaction from booking through post-rental and report to management.
• Set annual customer satisfaction targets aligned with service quality.
• Lead KPI tracking (NPS, CSAT) and develop actionable insights.

Connaissances

Customer-Centric

Communication

Change Management

Data Analysis

Presentation

Formation

Master's Degree (statistics exposure)

Outils

MS Excel

PowerPoint

Google Slides

Description du poste

Europcar Mobility Group is seeking a Customer Satisfaction Manager/Representative to champion the Voice of the Customer across the Loyalty & Customer Intelligence team. You will drive CX improvements, lead KPI reporting, and shape the Group Quality Policy with data-driven insights and cross-functional collaboration.

The role requires 5+ years in CX/continuous improvement, strong English communication, and a Master’s degree with statistics exposure.