ALTERNANCE - Customer Experience Project Support F/H

Votre rôle

In EMEA Wholesale Region, Customer Satisfaction is considered as one of the key drivers to develop Business and loyalty with our Opticians customers.

Mission de l’équipe Client Satisfaction EMEA

• Develop Organization’s Customer Centricity
• Capture and steer the Voice of the Customer across all commercial and operational interactions with EssilorLuxottica
• Drive necessary corrective action plans to increase customer satisfaction
• Scope EMEA (32 countries / 63 subsidiaries / 23 languages)
• With the support of a Customer Satisfaction Community representing Regions and Support Functions

Responsabilités

• Gradually take the lead in deploying customer satisfaction surveys: preparation / configuration in Qualtrics / testing / coordination with business units.
• Analyze results using Qualtrics & MS Copilot AI, highlight key takeaways.
• Prepare storyline in PowerPoint.
• Contribute to the animation of the EMEA Customer Satisfaction community.
• Update the collaborative platform of the Customer Satisfaction community and coordinate newsletter communication.
• Support the organization and co-animate working sessions.

Profil

• Degree in Services Marketing and Management
• First-year Master’s degree (M1) in Marketing with a Digital specialization
• Project management: actively contribute to project management and take ownership of specific tasks
• Data Collection and Analysis: detail-oriented, analytical mindset; collect data, create dashboards, provide analysis summaries and suggested action plans.
• Strong oral and written communication skills in French and English; create newsletters and SharePoint updates to inform the customer satisfaction community in English; present data and projects via EMEA-level conference calls.
• Customer centricity mindset
• IT skills: AI, Excel, Word, Microsoft 365, PowerPoint (Qualtrics – nice to have).

Langues

English (Mandatory) & French (highly appreciated)

Diversité, équité et inclusion

La Diversité, l’Equité et l’Inclusion font partie des valeurs fondamentales de notre Groupe. Depuis de longues années, nous nous attachons à créer un environnement de travail où chaque personne se sent soutenue, valorisée et respectée, quel que soit son profil.

Informations pratiques

Prise de poste: Septembre 2026. Localisation: Charenton-le-Pont. Rythme souhaité: 3 semaines / 1 semaine.