Group Customer Satisfaction Coordinator / Coordinateur de la Satisfaction Clients

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• 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
• 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.
• 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.
• 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.
• 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 program & 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, emphasising best practices and return on experiences.
• Foster team collaboration and healthy competition between countries.
• 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 strong working relationships and is a capable leader in cross-functional projects.

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