B2C Customer Experience

At Evaneos, we believe traveler satisfaction is the strongest driver of trust, loyalty, and word-of-mouth, but only when the insights it generates lead to concrete action across the organization.

As part of a parental leave replacement (6 - 12 months), we’re looking for a Customer Experience & Satisfaction Manager to bring the traveler’s voice to the heart of our decisions. Your mission? From measuring satisfaction at every touchpoint to overseeing the quality of our 600 partner agencies and our online reputation, you turn every traveler signal into a prioritized action plan and bring the right teams on board to make it happen.

Your impact will be felt directly on our NPS, CSAT, and Trustpilot score, as well as on Evaneos’s ability to turn every traveler’s feedback into concrete improvement and lasting trust.

The Customer Satisfaction & Operations team

Reporting directly to the Head of Customer Satisfaction & Operations, you join a team of around ten experts, organized across two complementary areas: Customer Operations and Customer Service. The whole team shares one ambition: giving travelers a quality experience at every step of their journey, whether through operations, support, or continuous satisfaction improvement.

Day-to-day, you also work closely with the Product, Tech, Marketing, and Sales teams to turn signals into concrete action on the ground.

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Your role as B2C Customer Experience & Satisfaction Manager

• You own and continuously improve satisfaction surveys across the entire traveler journey
• You cross quantitative data with qualitative verbatims, and segment results (by market, destination…) to identify the real drivers of satisfaction and dissatisfaction
• You publish regular reports with clear recommendations

Operational Feedback Loop & Cross-functional Influence

• You drive the “measure > analyze > fix” loop, turning insights into prioritized and measurable internal improvement projects
• You’re the go-to person for Product, Tech, Marketing, Sales and Customer Care teams to evolve products, processes and service standards based on traveler reality
• You track the impact of corrective actions and capture the lessons learned
• You build and arbitrate a continuous improvement backlog, prioritized by business impact

Defining Quality Standards & Raising Network Quality

• You define the quality standards across the network, build the agency scoring methodology, and identify underperforming partners, ensuring a consistent and memorable traveler experience across all partners
• You equip Account Managers with diagnostic tools, guidelines, and ready-to-use corrective action plans
• You shift agency support from a case-by-case approach to frameworks and playbooks that empower Account Managers across their portfolio, and support and coach them on the toughest satisfaction cases
• You track over time whether corrective actions actually move partner scores

E-reputation Strategy and Management

• You define and lead Evaneos’s e-reputation strategy to strengthen brand trust and support organic acquisition
• You select and manage key review platforms (Trustpilot, Google…), set collection targets, optimize the journeys that generate them, and monitor performance
• You structure review management: response guidelines, escalation for critical cases, and sentiment trend reporting
• You connect e-reputation performance to business indicators, from conversion to brand awareness

Championing the Voice of the Customer

• You embody the Voice of the Customer across the organization, making traveler reality visible and impossible to ignore in strategic and operational decisions
• You turn raw feedback into compelling stories (quarterly reports, case studies, journey maps) that inspire teams and influence leadership
• You drive a customer-centric culture: running internal workshops, sharing stories, and challenging decisions that drift from traveler needs

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Cross-functional influence at the service of travelers

You bring Product, Tech, Marketing, Sales, and Customer Service together around the traveler’s voice, and spread a customer-centric culture across the organization.

A structuring, end-to-end role

From measuring satisfaction to defining quality standards, you don’t just fix irritants; you structure the satisfaction agenda, act as the team’s voice on these topics, and contribute to Evaneos’s 2027 customer experience roadmap.

Lead with impact

Join a company that believes in meaningful travel, cultural encounters, and positive impact. You help build a travel experience that’s more personal and more responsible.

What’s in it for you