{"id":392090,"url":"https://alion.io/job/europcar-customer-insights-coordinator","title":"Customer Insights Coordinator","company":{"id":4961,"name":"Europcar","domain":"europcar.com","url":"https://alion.io/company/europcar","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":167,"ghost_share":0,"stale_share":0.988,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Administrative","role_family":"Administrative","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Paris, France"],"countries":["FR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":61000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":11},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":true}],"status":"live","first_seen_at":"2026-07-30T00:00:00Z","employer_posted_date":"2026-07-30","last_verified_at":"2026-11-06T04:50:05Z","board_verified":true,"closed_at":null,"days_open":99,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":99},"description":"Job Description\nJoin Our Team as a Customer Satisfaction Manager / Customer Satisfaction Representative - Champion the Voice of the Customer!\nAre 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.\nKey Responsibilities:\nReporting To Group Head of Customer Satisfaction\nAbout the Role\nThe position is part of the Customer Satisfaction team within the Customer Market Intelligence department. This department is made up of 3 pillars:\nCustomer Loyalty: Design effective loyalty programmes to increase customer lifetime value.\nCustomer Research & Knowledge: Deliver actionable insights to adjust brands’ value propositions, offers, and services accordingly.\nCustomer 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.\nWithin 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.\nMain functions:\nPromote a customer-centric culture throughout the organization by serving as a role model and advocate for customer satisfaction.\nContinuously assess and enhance customer-centric practices, ensuring that customer needs and feedback are integrated into all aspects of the business.\nMonitor Customer Satisfaction from Booking to Post-Rental and report on performance to Top Management and the whole Group.\nRepresent the Group and assist local counterparts (NPS/Customer Satisfaction champions) in achieving targets.\nIdentify and prioritize customer pain points to be addressed, working with other functions to influence project deliveries.\nContribute to the definition and improvement of the overall Group Quality policy and monitoring.\nSupport and engage all employees in the pursuit of exceptional customer satisfaction, reinforcing the customer-centric mindset across the organization.\nCore Missions:\nMonitor Customer Satisfaction from Booking to Post-Rental and report on the performance to Management Board.\nAnnually assist in setting customer satisfaction targets aligned with expected service quality.\nSteer existing customer satisfaction KPIs across the customer journey (NPS, Contact rate, CSAT).\nProvide/produce reports, synthesis, and presentations for Top Management on performance outcomes.\nAct as the Group’s representative and provide assistance to local counterparts (NPS champions) in reaching their targets.\nEnsure follow-up of Group Customer Satisfaction Strategy, use of Group tools/methodologies/standards.\nFacilitate communication between Group and countries, including issue escalation and local customer advocacy for central project prioritization.\nRegularly assess and challenge local priorities and action plans in alignment with customer satisfaction objectives.\nLeverage experience and expertise to address local challenges through data analysis, root-cause analysis, and solution implementation, ensuring issue resolution.\nIdentify customer pain points to be tackled in priority and feed other functions to influence project deliveries.\nUse advanced data analysis and insights from peers/countries to define priorities.\nCollaborate with central functions for root cause analysis and customer-centric solutions.\nPartner with Product Lines for IT-related improvements, including data provision and customer benefit assessment.\nAssist in change management across geographies, working with NPS champions to prepare deployment materials.\nMonitor project progress and benefits across all functions.\nContribute to define/improve overall Group Quality policy and monitoring.\nEnsure KPI relevance and accuracy with Performance Office support.\nOversee the functionality of the customer satisfaction measurement system in collaboration with IT and the provider.\nSuggest enhancements to tools/methodologies, seeking efficiency and best practices from within or outside the company.\nCoordinate implementation with the relevant stakeholders.\nFoster employee engagement toward Customer Satisfaction:\nCultivate a customer-centric corporate culture by collaborating with teams to ensure that every employee understands the significance of their role in achieving this mission.\nPrepare and actively participate in CX Days, a group event managed by the CSAT team to raise awareness of customer-centricity within the group.\nDevelop and enforce NPS champions induction and training program - ensure compliance.\nContribute to the company’s customer satisfaction enhancement plan, including NPS-related bonus schemes, incentive plans, and challenges.\nFacilitate knowledge sharing among peers, emphasizing best practices and return on experiences.\nFoster team collaboration and healthy competition between countries.\nINTERNAL AND EXTERNAL RELATIONSHIPS\nInternal: Customer & Marketing teams, NPS Champions, Product & Tech teams, Operations, Country Champions, Top management (HQ and countries)\nExternal: NPS tool provider, Brokers, Customer Satisfaction service from other companies, Customers\nWhat We’re Looking For:\nWe 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.\nIdeal Experience\nAt least 5 years of relevant experience in handling continuous improvement projects.\nPrevious experience in consulting or operational improvement roles focused on CX topics, NPS, or Customer Satisfaction programs.\nDemonstrated success in leading change initiatives; cross-functional work is essential.\nField experience in Car rental is a real plus.\nMaster’s Degree with some statistics exposure (e.g., engineering, economics, business administration, or marketing).\nStrong written, oral, and presentation communication abilities in English; any other European languages is a plus.\nStrong desktop software skills, especially MS Excel, PowerPoint, and Google Slides.\nLean certification is an asset.\nSkills & Competencies\nCustomer-Centric Approach: Passionate about customer experience and committed to service excellence.\nExceptional Communication and Interpersonal Skills: Able to convey complex concepts clearly and persuasively to diverse audiences.\nInnovative Problem Solver: Possesses a curious, outside-the-box mindset and is hands-on in implementing innovative solutions.\nData-Driven & Results-Oriented: Skilled at project management, data analysis, and delivering high-quality results.\nTeam Player and Relationship Builder: Builds and maintains b working relationships and is a capable leader in cross-functional projects.\nWhy Join Us?\nJoin 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!\nEuropcar Mobility Group\nEuropcar 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.\nWe 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.\nOur 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.\nCustomers’ 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.\nMore info at: www.europcar-mobility-group.com","description_format":"text","description_chars":9697,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Fleet Management","Car Rental"],"lifecycle":[{"event":"open","at":"2026-09-05T23:23:27Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.424,"p_room":0.28,"age_days":99,"expected_fill_days":29,"reasons":["conf:1","stale_co","win:tail","crowd:brand"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/europcar-customer-insights-coordinator","json_url":"https://alion.io/job/europcar-customer-insights-coordinator.json","meta":{"generated_at":"2026-11-06T08:38:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15530,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4961},"rest":"https://alion.io/mcp/rest/get_company?id=4961"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feuropcar-customer-insights-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feuropcar-customer-insights-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feuropcar-customer-insights-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/europcar-customer-insights-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feuropcar-customer-insights-coordinator"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":392090}},{"tool":"search_jobs","arguments":{"company":"europcar.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":392090},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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