Job Description

 

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 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:

 

• 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 prioritisation...

  • 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 progres