Customer Experience Manager (M/F)

Company Description

À propos d’Europcar Mobility Group

Europcar Mobility Group est un acteur majeur des marchés de la mobilité.

L'objectif d'Europcar Mobility Group est d'offrir des alternatives attractives à la possession d'un véhicule, de manière responsable et durable. Dans cette optique, le Groupe propose une large gamme de services de location de voitures et d'utilitaires - que ce soit pour quelques heures, quelques jours, une semaine, un mois ou plus - avec une flotte déjà " C02 light ", équipée des dernières motorisations, et qui sera de plus en plus " verte " dans les années à venir (plus d'1/3 de véhicules électriques et hybrides d'ici 2023).

La satisfaction des clients est au cœur de l'ambition du Groupe et de celle de ses collaborateurs. Elle alimente également le développement continu de nouvelles offres dans les trois lignes de services du Groupe - Professionnel, Loisirs et Proximité - qui répondent aux besoins et cas d'usage spécifiques des entreprises et des particuliers. 

Les grandes marques du Groupe sont :

Europcar® -le leader européen de la location de voitures et de véhicules utilitaires légers, 

Goldcar® -le leader de la location de voitures à bas prix en Europe, 

Ubeeqo® – l'un des leaders européens de l'autopartage (BtoB, BtoC). 

Europcar Mobility Group fournit ses solutions de mobilité dans le monde entier grâce à un réseau étendu dans plus de 140 pays (y compris des filiales en propriété exclusive - 18 en Europe, 1 aux États-Unis, 2 en Australie et en Nouvelle-Zélande - complétées par des franchises et des partenaires).

Plus d’informations sur: www.europcar-mobility-group.com

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About Europcar Mobility Group

Europcar Mobility Group is a major player in mobility markets.

Its purpose is to offer attractive alternatives to vehicle ownership, in a responsible and sustainable manner. With this in mind, the Group offers a wide range of car and van rental services – be it for a few hours, a few days, a week, a month or more – with a fleet that is already "C02 light", equipped with the latest engines, and which will be increasingly "green" in the years to come (more than 1/3 electric and hybrid vehicles by 2023).

Customers’ satisfaction is at the heart of the Group’s ambition and that of its employees. It also fuels the ongoing development of new offerings in the Group's three service lines - Professional, Leisure and Proximity - which respond to the specific needs and use cases of both businesses and individuals. 

The Group’s major brands are: 

• Europcar® - the European leader of car rental and light commercial vehicle rental, 
• Goldcar® - the low-cost car rental Leader in Europe,
• Ubeeqo® – one of the European leaders of round-trip car-sharing (BtoB, BtoC). 

Its mobility solutions worldwide through an extensive network in over 140 countries (including wholly owned subsidiaries – 18 in Europe, 1 in the USA, 2 in Australia and New Zealand – completed by franchises and partners).

Further details available at: www.europcar-mobility-group.com

Job Description

Context :

Europcar Mobility Group has been recently acquired by Green Mobility consortium composed by Volkswagen AG, Pon Holding, Attestor Ltd). Over the last decade, the automotive world has vastly changed and is preparing for the shift into usership.

To accelerate this transition, EMG has created a new department within the marketing and customer area: Mobility Solutions. This department develops offers and services for city-dwellers, whether for occasional mobility needs, with car-sharing offered under the Europcar On Demand brand, or for permanent needs with a new subscription service, myEuropcar.

=>Europcar On Demand's car sharing activities are present in the main European cities: Milan, Paris, Dublin, Barcelona and Madrid.

=> The myEuropcar monthly subscription was launched in 2021 in Germany then in France, Australia and Spain.

In line with the strategic plan, EMG is now looking to accelerate the roll-out of its mobility solutions in order to position itself as a leader in dedicated sustainable mobility.

Within the Mobility Solutions team, the Customer Experience team is responsible for designing, implementing and monitoring a seamless customer experience for myEuropcar and Europcar On Demand customers. This CX team is searching for a Customer Experience Manager attached to the The Group Head of Mobility Solutions Customer Experience.

Your main objectives :

As a Customer Experience Manager for Mobility Solutions, you will design and drive permanent improvements on customer experience for myEuropcar and Europcar On Demand .To do so, you will be responsible for assessing customer experience, for making recommendations and for managing improvement projects.

Your key responsibilities 

• Customer journey Mapping: you will take responsibility for mapping customer journeys across different touchpoints (including digital and stations). You will be in charge of analyzing and improving their performance.

• Voice of the customer: with the help of the customer satisfaction team and customer service, you will centralize customer feedback and set up processes for analyzing and monitoring KPIs and verbatim.Your quantitative and qualitative analysis skills will enable you to transform this material into levers that can be activated to develop customer satisfaction.

• Benchmarking activities : you will conduct benchmarking activities to experience real customer journeys from our products and services as well as from competitors or companies to evaluate the market and where we stand.

• Recommendations of improvements: On the basis of your analyses you will be able to identify and prioritize pain points to be solved and new innovative ideas to improve the customer experience. You will drive your CX Roadmap to be deployed in collaboration with various stake-holders. 

• Project management : you will lead customer experience projects from framing through planning and deployment to review. You'll be working with a wide range of stakeholders with different areas of expertise in several countries. 

• Process improvement: You will assess the process which negatively impacts customer experience with the help of owners of those processes, evaluate with them the changes to be done and coordinate them.

Internal and external relationships 

• Internal: Mobility Services team, country marketing team P&T departments, Operations, Countries organization, Sales, eComm, Customer Services, Fleet, Customer Satisfaction

• External: Customers, Providers, External Consultants

Qualifications

Your experience and capacities

• Up to 5 years in the field of customer experience, with ideally domain expertise in the mobility, vehicle rental, subscription industry or leasing industries.
• Strong Project Management expertise
• Strong digital expertise
• Strong analytical skills
• Ability to work on transversal subjects
• Ability to identify and drive resolution of issues
• Ability to manage several projects simultaneously
• Fluent in English (Mandatory), knowledge of other languages preferred (French, German, etc.)
• Ability to work in international environment

 Your profil

• Customer oriented
• An analytical mind with attention to details
• Problem-solving oriented
• Well-structured
• Team and collaborative spirit
• Adaptability, to be at ease in a fast-changing company

Education level / certificates

• MBA preferred, Bachelor's degree in business administration, marketing, management, or in a related discipline

Additional Information

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin or on a basis of disabilityze