Customer Satisfaction & Quality Improvement Manager, Evaneos

• You have 4+ years’ experience in customer experience or satisfaction, ideally in travel, marketplaces, or tech environments
• You have a proven track record of designing, managing, and analyzing customer satisfaction surveys, turning insights into actionable plans
• You’ve led cross-functional projects, aligning and engaging multiple stakeholders toward shared goals
• You’re confident coaching partners and delivering engaging webinars
• You’re a sharp analyst with a strong business impact mindset
• You’re fluent in English and have a good command of French (written and spoken) to communicate effectively with our partner agency network and internal teams

Desirable

• Within the Brand & Customer department, our mission is to elevate the traveler experience towards excellence by guaranteeing their satisfaction to foster long-term customer loyalty
• We’re seeking a Customer Satisfaction & Quality Specialist to cover a maternity leave
• In this role, you’ll enhance traveler satisfaction and loyalty by continuously improving the customer experience throughout the entire journey, from pre-booking to post-trip
• Lead quality initiatives across our partner network and champion a traveler-first culture within Evaneos
• Your work will have a direct impact on customer retention and the strategic positioning of experience quality as a key business driver
• You’ll join the international Quality Excellence team of three passionate Quality & Satisfaction Specialists
• The team thrives on autonomy and collaboration, with each member actively shaping decisions and helping evolve our practices
• You'll also work closely with other departments (Brand, Sales, Customer Service, and Product teams) and our local agency partners to enhance customer satisfaction
• 📈 Be the guardian of customer satisfaction monitoring
• Optimize satisfaction surveys at every key moment of the traveler journey — from pre-booking contact to post-trip feedback
• Dive deep into quantitative survey results and qualitative feedback to uncover what truly matters to our travelers, from satisfaction to dissatisfaction
• Turn insights into sharp, actionable improvements — boosting retention and helping Evaneos deliver unforgettable experiences
• ✨ Elevate our partner network to excellence
• Identify underperforming partners and build personalized action plans to improve their service quality and customer satisfaction ratings
• Run impactful coaching sessions
• Create and host engaging webinars and workshops to scale best practices
• Become a trusted advisor to our local agencies, raising the bar for quality across the marketplace
• 🤝 Define and implement quality standards
• Pilot a high-stakes project to define and roll out clear quality standards across our platform
• Rally Brand, Sales, Product, and Customer Service teams around shared benchmarks and implementation timelines
• 🔊 Amplify the customer-centric culture
• Act as the "Voice of the Customer" internally by turning raw input into compelling stories and strategic insights to drive a traveler-first mindset
• Build impactful communications materials (dashboards, reports, presentations) to inspire teams and influence decision-making

• In French and English:
• HR call with Marion - Initial chat to get to know you, learn about your work experience, and how they connect to the role ⏲️ 45 minutes
• Team Leader Interview with Gaëlle - Open discussion to dive deeper into your skills and get a clear understanding of the role ⏲️ 1 hour
• Case Study – A practical exercise based on (almost) real scenarios, ideally face-to-face, including preparation time, restitution, and discussion with the team ⏲️ 2 hours
• Cultural fit – Meet other Evaneossians during an interview focused on culture alignment and collaboration. The perfect occasion to see what it feels like to be part of Evaneos ⏲️ 1 hour