Customer Insights Coordinator

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 practices from within or outside the company.
• Coordinate implementation with the relevant stakeholders.

Foster employee engagement toward Customer Satisfaction:

• Cultivate a customer-centric corporate culture by collaborating with teams to ensure that every employee understands the significance of their role in achieving this mission.
• Prepare and actively participate in CX Days, a group event managed by the CSAT team to raise awareness of customer-centricity within the group.
• Develop and enforce NPS champions induction and training program - ensure compliance.
• Contribute to the company’s customer satisfaction enhancement plan, including NPS-related bonus schemes, incentive plans, and challenges.
• Facilitate knowledge sharing among peers, emphasizing best practices and return on experiences.
• Foster team collaboration and healthy competition between countries.

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

What We’re Looking For:

We are seeking a driven professional with a passion for customer experience and a proven track record in customer satisfaction or continuous improvement roles. You should be adept at using data to drive decisions, possess b communication skills, and be comfortable working cross-functionally in a dynamic, international environment. Your ability to advocate for the customer, influence stakeholders, and lead change initiatives will be key to your success.

Ideal Experience

• At least 5 years of relevant experience in handling continuous improvement projects.
• Previous experience in consulting or operational improvement roles focused 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.
• Master’s Degree with some statistics exposure (e.g., engineering, economics, business administration, or marketing).
• Strong written, oral, and presentation communication abilities in English; any other European languages is a plus.
• Strong desktop software skills, especially MS Excel, PowerPoint, and Google Slides.
• Lean certification is an asset.

Skills & Competencies

• 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 b working relationships and is a capable leader in cross-functional projects.

Why Join Us?

Join a forward-thinking team that puts the customer at the heart of everything we do. You’ll work alongside passionate professionals in a collaborative, international environment where your expertise and ideas will drive real change. We offer opportunities for personal and professional growth, exposure to a wide range of business functions, and the chance to make a visible impact on customer experience across the Group. If you’re ready to champion the Voice of the Customer and help shape the future of customer satisfaction, we want to hear from you!

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