Customer Experience Manager
il y a 3 jours
Context :
Europcar Mobility Group has been recently acquired by Green Mobility consortium composed by Volkswagen AG, Pon Holding, Attestor Ltd). Over the last decade, the automotive world has vastly changed and is preparing for the shift into usership.
To accelerate this transition, EMG has created a new department within the marketing and customer area: Mobility Solutions. This department develops offers and services for city-dwellers, whether for occasional mobility needs, with car-sharing offered under the Europcar On Demand brand, or for permanent needs with a new subscription service, myEuropcar.
=>Europcar On Demand's car sharing activities are present in the main European cities: Milan, Paris, Dublin, Barcelona and Madrid.
=> The myEuropcar monthly subscription was launched in 2021 in Germany then in France, Australia and Spain.
In line with the strategic plan, EMG is now looking to accelerate the roll-out of its mobility solutions in order to position itself as a leader in dedicated sustainable mobility.
Within the Mobility Solutions team, the Customer Experience team is responsible for designing, implementing and monitoring a seamless customer experience for myEuropcar and Europcar On Demand customers. This CX team is searching for a Customer Experience Manager attached to the The Group Head of Mobility Solutions Customer Experience.
Your main objectives :
As a Customer Experience Manager for Mobility Solutions, you will design and drive permanent improvements on customer experience for myEuropcar and Europcar On Demand .To do so, you will be responsible for assessing customer experience, for making recommendations and for managing improvement projects.
Your key responsibilities
Customer journey Mapping: you will take responsibility for mapping customer journeys across different touchpoints (including digital and stations). You will be in charge of analyzing and improving their performance.
Voice of the customer: with the help of the customer satisfaction team and customer service, you will centralize customer feedback and set up processes for analyzing and monitoring KPIs and verbatim.Your quantitative and qualitative analysis skills will enable you to transform this material into levers that can be activated to develop customer satisfaction.
Benchmarking activities : you will conduct benchmarking activities to experience real customer journeys from our products and services as well as from competitors or companies to evaluate the market and where we stand.
Recommendations of improvements: On the basis of your analyses you will be able to identify and prioritize pain points to be solved and new innovative ideas to improve the customer experience. You will drive your CX Roadmap to be deployed in collaboration with various stake-holders.
Project management : you will lead customer experience projects from framing through planning and deployment to review. You'll be working with a wide range of stakeholders with different areas of expertise in several countries.
Process improvement: You will assess the process which negatively impacts customer experience with the help of owners of those processes, evaluate with them the changes to be done and coordinate them.
Internal and external relationships
Internal: Mobility Services team, country marketing team P&T departments, Operations, Countries organization, Sales, eComm, Customer Services, Fleet, Customer Satisfaction
External: Customers, Providers, External Consultants
Qualifications
Your experience and capacities
- Up to 5 years in the field of customer experience, with ideally domain expertise in the mobility, vehicle rental, subscription industry or leasing industries.
- Strong Project Management expertise
- Strong digital expertise
- Strong analytical skills
- Ability to work on transversal subjects
- Ability to identify and drive resolution of issues
- Ability to manage several projects simultaneously
- Fluent in English (Mandatory), knowledge of other languages preferred (French, German, etc.)
- Ability to work in international environment
Your profil
- Customer oriented
- An analytical mind with attention to details
- Problem-solving oriented
- Well-structured
- Team and collaborative spirit
- Adaptability, to be at ease in a fast-changing company
Education level / certificates
- MBA preferred, Bachelor's degree in business administration, marketing, management, or in a related discipline
Additional Information
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin or on a basis of disabilityze
-
Customer Experience Manager
il y a 1 semaine
Paris, Île-de-France saint_gobain_group Temps pleinContamos com você para Within the central Marketing and Development department, Saint-Gobain's Customer Experience department plays an important role in enhancing the customer-centric culture. In order to best support our colleagues in Saint-Gobain's activities, the use and development of customer experience understanding and methodologies are...
-
Customer Experience Project Manager
Il y a 2 mois
Paris, France Welcome to the Jungle Temps pleinWe are seeking a talented and motivated team player who can contribute to the growth and success of Welcome to the Jungle, in the context of a team creation dedicated to Customer Experience excellence.As a Senior Customer Experience Project Manager, you will play a crucial role in driving operational excellence and strategic initiatives across the entire...
-
Customer Experience Project Manager
il y a 4 semaines
Paris, France Welcome to the Jungle Temps pleinWe are seeking a talented and motivated team player who can contribute to the growth and success of Welcome to the Jungle, in the context of a team creation dedicated to Customer Experience excellence.As a Senior Customer Experience Project Manager, you will play a crucial role in driving operational excellence and strategic initiatives across the entire...
-
Customer Experience Project Manager
il y a 4 semaines
Paris, Île-de-France Welcome to the Jungle Temps pleinWe are seeking a talented and motivated team player who can contribute to the growth and success of Welcome to the Jungle, in the context of a team creation dedicated to Customer Experience excellence.As a Senior Customer Experience Project Manager, you will play a crucial role in driving operational excellence and strategic initiatives across the entire...
-
Customer Experience Project Manager
Il y a 2 mois
Paris, Île-de-France Welcome to the Jungle Temps pleinWe are seeking a talented and motivated team player who can contribute to the growth and success of Welcome to the Jungle, in the context of a team creation dedicated to Customer Experience excellence.As a Senior Customer Experience Project Manager, you will play a crucial role in driving operational excellence and strategic initiatives across the entire...
-
Customer Experience Manager
il y a 2 semaines
Paris 2e, France Native Union Temps plein**Join Native Union!** Welcome to the modern lifestyle, where technology empowers new ways of living, where we’ve learned we need less, but better. At Native Union, we offer a curated selection of everyday essentials, for those who value craft and quality. We are now seeking a driven, proactive and curious Customer Experience Manager to modernize and...
-
Customer Experience Manager
il y a 3 jours
Paris, France Europcar Mobility Group Temps pleinCompany Description À propos d’Europcar Mobility Group Europcar Mobility Group est un acteur majeur des marchés de la mobilité. L'objectif d'Europcar Mobility Group est d'offrir des alternatives attractives à la possession d'un véhicule, de manière responsable et durable. Dans cette optique, le Groupe propose une large gamme de services de...
-
Junior Project Manager Customer Experience
il y a 3 semaines
Paris, France Air Liquide Temps pleinKnowing our customers and patients, their needs, expectations and challenges, is key to delivering the best solutions, products and services. In order to enhance our Customer Knowledge, a building block of our customer experience strategy, Customer Development Group is in charge of developing and deploying the Voice of customer (VoC) program. This Group-wide...
-
Customer Experience Manager
il y a 3 jours
Paris, France Europcar Mobility Group Temps plein**Company Description** À propos d’Europcar Mobility Group** Europcar Mobility Group est un acteur majeur des marchés de la mobilité. L'objectif d'Europcar Mobility Group est d'offrir des alternatives attractives à la possession d'un véhicule, de manière responsable et durable. Dans cette optique, le Groupe propose une large gamme de services de...
-
Customer Experience
il y a 2 semaines
Paris, France Genetec Temps pleinThe Customer Experience Director (CED) is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process, and technology, to deliver key service outcomes for customer in the EMEA territory. **What your day will look...
-
Customer Experience Manager
Il y a 2 mois
Paris, France Teads Temps pleinAt Teads, we value the experiences that our clients have with our brand at every step. We believe that: - Everyone at Teads plays a role in making this experience efficient, strategic and most importantly, beneficial for our clients. - The sum of all interactions that a client has with the Teads brand impacts their overall experience and that no detail is...
-
Customer Experience Manager
il y a 2 semaines
Paris, France Teads Temps pleinAt Teads, we value the experiences that our clients have with our brand at every step. We believe that: - Everyone at Teads plays a role in making this experience efficient, strategic and most importantly, beneficial for our clients. - The sum of all interactions that a client has with the Teads brand impacts their overall experience and that no detail is...
-
Customer Experience Manager
il y a 2 jours
Paris, France Teads Temps pleinAt Teads, we value the experiences that our clients have with our brand at every step. We believe that: - Everyone at Teads plays a role in making this experience efficient, strategic and most importantly, beneficial for our clients. - The sum of all interactions that a client has with the Teads brand impacts their overall experience and that no detail is...
-
Customer Experience Manager Italy
il y a 2 jours
Paris, Île-de-France HRS Group Temps pleinHRS AS A COMPANYHRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay.ProcureTech digitally revolutionizes lodging procurement, connecting corporations and...
-
Customer Experience Manager
Il y a 2 mois
Paris, France Teads Temps pleinAt Teads, we value the experiences that our clients have with our brand at every step. We believe that: Everyone at Teads plays a role in making this experience efficient, strategic and most importantly, beneficial for our clients. The sum of all interactions that a client has with the Teads brand impacts their overall experience and that no detail is too...
-
Customer Experience Manager
il y a 4 semaines
Paris, France Teads Temps pleinAt Teads, we value the experiences that our clients have with our brand at every step. We believe that: Everyone at Teads plays a role in making this experience efficient, strategic and most importantly, beneficial for our clients. The sum of all interactions that a client has with the Teads brand impacts their overall experience and that no detail is too...
-
Customer Experience – Manager Conseil
Il y a 2 mois
Paris, France Adone Conseil Temps pleinCustomer experienceManager Profil recherché Paris ou Genève En cours Formations BAC +4/5 (école d'ingénieur, école de commerce, université…). Langue Vous avez pour habitude de collaborer avec des équipes établies à l’étranger ; votre anglais est courant. Mobilité Déplacements à l’international à prendre en considération....
-
Customer Experience – Manager Conseil
il y a 4 semaines
Paris, France Adone Conseil Temps pleinCustomer experienceManager Profil recherché Paris ou Genève En cours Formations BAC +4/5 (école d'ingénieur, école de commerce, université…). Langue Vous avez pour habitude de collaborer avec des équipes établies à l’étranger ; votre anglais est courant. Mobilité Déplacements à l’international à prendre en considération....
-
Customer Experience Agent
il y a 6 jours
Paris, France CooperSurgical Temps pleinCooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the...
-
Stage - Customer Experience
il y a 1 semaine
Paris, France Horace Temps plein**Description du poste**: Horace recherche un(e) Stagiaire Customer Experience pour une durée de 6 mois à partir du mois de septembre pour compléter la team Customer. La Team Customer a pour mission d’offrir la meilleure expérience client aux utilisateurs de notre marque. **Responsabilités**: Au sein de l’équipe Customer Experience est...
