Customer Insights & Satisfaction Lead

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

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.