Group Customer Satisfaction Coordinator / Coordinateur de la Satisfaction Clients
Core
Coordinate group-wide customer satisfaction strategies, monitor NPS/CSAT metrics from booking to post-rental, and drive continuous improvement projects to enhance the customer experience across the mobility group.
Role type
Group Customer Satisfaction Coordinator
Builds
Group Quality Policy, customer satisfaction measurement systems, and cross-functional improvement initiatives
Domain
Mobility / Car Rental / Customer Experience
Deliverable
dashboards & analysis
Required skills
Data analysis, root-cause analysis, project management, change management, stakeholder engagement, KPI definition, presentation skills
Preferred skills
Lean certification, statistics exposure, car rental industry experience
Technologies
MS Excel, PowerPoint, Google Slides, NPS tools
Responsibilities
Monitor Customer Satisfaction from Booking to Post-Rental and report on performance to Top Management; Steer existing customer satisfaction KPIs across the customer journey (NPS, Contact rate, CSAT); Identify and prioritize customer pain points to be addressed; Contribute to the definition and improvement of the overall Group Quality policy; Assist in setting customer satisfaction targets aligned with expected service quality; Foster employee engagement toward Customer Satisfaction
Seniority
Senior, hands-on IC
