Customer Insights Coordinator

Join Our Team as a Customer Satisfaction Manager / Customer Satisfaction Representative – Champion the Voice of the Customer!

Are 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.

Key Responsibilities:

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 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.

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 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 organization 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 prioritize 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 organization.

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 progress and benefits across all functions.
• Contribute to define/improve overall Group Quality policy and monitoring.
• Ensure KPI relevance and accuracy with Performance Office support.
• Oversee the functionality of the customer satisfaction measurement system in collaboration with IT and the provider.
• Suggest enhancements to tools/methodologies, seeking efficiency and best practices from within or outside the company.
• Coordinate implementation with the relevant stakeholders.
• Foster employee engagement toward Customer Satisfaction: Cultivate a customer‑centric corporate culture by collaborating with teams to ensure that every employee understands the significance of their role in achieving this mission.
• Prepare and actively participate in CX Days, a group event managed by the CSAT team to raise awareness of customer‑centricity within the group.
• Develop and enforce NPS champions induction and training programme – ensure compliance.
• Contribute to the company’s customer satisfaction enhancement plan, including NPS‑related bonus schemes, incentive plans, and challenges.
• Facilitate knowledge sharing among peers, emphasizing best practices and return on experiences.
• Foster team collaboration and healthy competition between countries.

Internal and External Relationships

Internal: Customer & Marketing teams, NPS Champions, Product & Tech teams, Operations, Country Champions, Top management (HQ and countries)

External: NPS tool provider, Brokers, Customer Satisfaction service from other companies, Customers

What We’re Looking For:

We 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.

Ideal Experience

• At least 5 years of relevant experience in handling continuous improvement projects.
• Previous experience in consulting or operational improvement roles focused on CX topics, NPS, or Customer Satisfaction programmes.
• Demonstrated success in leading change initiatives; cross‑functional work is essential.
• Field experience in Car rental is a real plus.
• Master’s Degree with some statistics exposure (e.g., engineering, economics, business administration, or marketing).
• Strong written, oral, and presentation communication abilities in English; any other European languages is a plus.
• Strong desktop software skills, especially MS Excel, PowerPoint, and Google Slides.
• Lean certification is an asset.

Skills & Competencies

• Customer‑Centric Approach: Passionate about customer experience and committed to service excellence.
• Exceptional Communication and Interpersonal Skills: Able to convey complex concepts clearly and persuasively to diverse audiences.
• Innovative Problem Solver: Possesses a curious, outside‑the‑box mindset and is hands‑on in implementing innovative solutions.
• Data‑Driven & Results‑Oriented: Skilled at project management, data analysis, and delivering high‑quality results.
• Team Player and Relationship Builder: Builds and maintains b working relationships and is a capable leader in cross‑functional projects.

Why Join Us?

Join 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!

Europcar Mobility Group Europcar Mobility Group es un actor global de la movilidad, con 75 años de experiencia en servicios de movilidad y una posición de liderazgo en Europa. «Ayudamos a cambiar la forma en la que te mueves» es la frase que nos define y que nos une. Ofrecemos a particulares y empresas una amplia gama de servicios de alquiler de coches y furgonetas, ya sea por unas horas, unos días, una semana, un mes o más, a demanda o por suscripción, apoyándonos en una flota de más de 250.000 vehículos, equipados con los últimos motores, incluyendo una proporción cada vez mayor de vehículos eléctricos. Nuestras marcas responden a necesidades, casos de uso y expectativas diferenciados: Europcar®, líder mundial en alquiler de coches y furgonetas o camiones ligeros, con un posicionamiento premium, Goldcar®, líder en la prestación de servicios de alquiler de coches de bajo coste en Europa, y Fox‑Rent‑A‑Car®, uno de los principales actores en el mercado de alquiler de coches en EE.UU., con un posicionamiento de enquilibrio en la «relación calidad‑precio». La satisfacción de los clientes está en el centro de la ambición del Grupo y de nuestros más de 8.000 empleados, en todas partes donde ofrecemos nuestras soluciones de movilidad y gracias a una sólida red presente en más de 130 países. Más información en: A finales del siglo XIX, el automóvil era un lujo reservado a la élite, pero interesa a todo el mundo, atrayendo a multitudes: en 1898 se celebra en París el primer salón del automóvil. El alquiler de coches verá la luz unos años más tarde, al otro lado del Atlántico, pero su desarrollo se verá frenado por la primera y luego por la segunda guerras mundiales. Tras la guerra, un empresario parisino reavivó la idea: "Si no puedes permitirte comprar un coche, ¿por qué no alquilarlo cuando lo necesites?". Se llamaba Raoul‑Louis Mattei y en 1949, creó "L'Abonnement Automobile": una empresa que más tarde se convertiría en la Compagnie Internationale Europcars, luego Europcar. Su sede, situada en el número 11 de la rue du Champ de Mars, incluía también una agencia de alquiler. El éxito de la empresa fue rápido, ya que el alquiler de coches respondía a una necesidad real. En 1951, l'Abonnement Automobile fue la primera empresa de alquiler de coches sin conductor y su flota contaba con 750 4 CV. Ahora, el Grupo Europcar Mobility cuenta con más de 200.000 vehículos de media en su flota y presta servicio a 5 millones de clientes en más de 140 países. Pero la visión sobre la que se fundó nuestro Grupo sigue siendo la misma, aunque más relevante y prometedora que nunca, ya que estamos entrando en la era del uso y la economía colaborativa.