Customer Experience (CX) & Satisfaction Manager

Join Evaneos, a company dedicated to meaningful travel and cultural encounters. As a Customer Experience & Satisfaction Manager, you will play a crucial role in measuring and improving traveler satisfaction, defining quality standards, and managing e-reputation. You will work closely with various teams to turn traveler insights into actionable improvements and contribute to Evaneos's customer experience roadmap. Enjoy a vibrant work environment, remote flexibility, and opportunities for personal and professional growth.

You have 5 to 7 years of experience in B2C Customer Insights, B2C Customer Experience, or a satisfaction-focused analytical role, ideally within a marketplace, travel, or services environment.

Evaneos may be a great fit for you if:

About Evaneos

• You're familiar with review platforms (Trustpilot, Google) and public feedback management strategies.
• You're fluent in both French and English, to connect daily with our 15 nationalities. Fluency in another language (Spanish, Italian, German) is a plus.

Responsibilities

• Responsable de la mesure et de l'analyse de la satisfaction des clients, en améliorant en continu les enquêtes de satisfaction.
• Pilotage du processus d'amélioration continue en transformant les insights en projets d'amélioration internes prioritaires et mesurables.
• Définition des normes de qualité à travers le réseau, construction de la méthodologie de notation des agences, et identification des partenaires sous-performants.
• You instinctively put yourself in the customer's shoes.

Requirements

• You may be a great fit for this position if:
• You've already designed, rolled out, and analyzed customer satisfaction surveys at scale, with a track record of recommendations that led to real action.
• You're fluent in NPS/CSAT methodologies and feedback analysis, and know how to turn complex data into clear, actionable business insights.
• You've already run end-to-end projects, from identifying a dissatisfaction issue to implementing and evaluating the fix.
• You have a proven ability to drive change across Product, Tech, Sales, and Marketing without direct authority.
• You like bringing structure to ambiguity: turning vague feedback into an organized, prioritized action plan.
• You're persistent and diplomatic, able to carry improvement projects through over time, even against resistance.

Pay

EUR 45,000 - 50,000