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 Satisfaction : Listen to the Voice of the Customer by capturing customers’ feedback at the adequate touch points of his journey, identifies customer experiences improvement through data collection and analysis (NPS, CSAT, verbatim, employee feedback), defines level of quality to be achieved and fixes 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 to 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 organisation 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 prioritise 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 organisation
Core Missions:
INTERNAL AND EXTERNAL RELATIONSHIPS
Internal : Customer & Marketing teams, NPS Champions, Product & Tech teams, Operations, Country Champions, Top management (HQ and countries)
External : NPS tool provider, Brokers, Customer Satisfaction service from other companies, Customers
Previous experience :
- 5+ years of relevant experience in handling continuous improvement projects
- Previous experience in consulting or operational improvement role on CX topics, NPS or Customer Satisfaction programs
- Demonstrated success in leading change initiatives (cross-functional work is essential)
- Field experience in Car rental is a real plus
Education level / certificates: Master’s Degree with some statistics exposure (like engineering, economist or business administration) and marketing
Languages : Strong written, oral, and presentation communication abilities in English, any other european languages is a plus
Computer skills and software :
- Strong desktop software skills, especially MS Excel, PowerPoint and Google slides
- Lean certification is an asset
Personal characteristics:
Customer-Centric Approach: Passionate about customer experience and committed to service excellence
Exceptional Communication and Interpersonal Skills: Able to convey complex concepts clearly and persuasively to diverse audiences
Innovative Problem Solver: Possesses a curious, "outside-the-box" mindset and is hands-on in implementing innovative solutions
Data-Driven Results-Oriented: Skilled at project management, data analysis, and delivering high-quality results
Team Player and Relationship Builder: Builds and maintains strong working relationships and is a capable leader in cross-functional projects.
Europcar Mobility Group
Europcar Mobility Group is a global mobility player, with 75 years of mobility services expertise and a leading position in Europe. “We help to change the way you move” is what we stand for and brings us together.
We offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 250.000 vehicles, equipped with the latest engines including an increasing share of electric vehicles.
Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, with a premium positioning, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, and Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a "value for money" positioning.
Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries.
More info at: www.europcar-mobility-group.com
