Customer Experience (CX) & Satisfaction Manager
3 days ago
Paris
AboutBetter Trips for travelers. Better Trips for the World Since Evaneos was founded in 2009, we’ve been building a greener, fairer future for travel. By connecting travelers with the world’s best local experts, we provide trips that are better for them and better for the places they visit. For us, it’s all about quality and impact. That means fighting mass tourism and impersonal experiences at the expense of local communities and the environment. Instead, we offer tailor-made trips, lovingly crafted by those passionate about sharing and protecting the destinations they call home.Thanks to our network of more than 600 local agencies in more than 160 destinations, we’ve helped more than 800,000 travelers plan extraordinary trips worldwide. The adventure doesn’t stop here. We invest a percentage of every trip we sell in our Better Trips Fund and have committed to spend at least 3 million by 2025 on projects that reduce the negative impacts of travel and drive positive change within our industry. Think: creating new opportunities for woman-owned businesses, guiding small businesses through sustainability training and certification, and much more.Our values are just as important within Evaneos. Our strength is in our diversity, made up of a multitude of languages, backgrounds, and experiences. We believe in building the best teams by creating an environment where everyone can be authentic, trust each other, and thrive.We hope you’ll join us on our mission!You can also follow our Glassdoor page and see the comments of our current employees and candidates.Job DescriptionRole & impact At Evaneos, we believe traveler satisfaction is the strongest driver of trust, loyalty, and word-of-mouth, but only when the insights it generates lead to concrete action across the organization.As part of a parental leave replacement, we're looking for a Customer Experience & Satisfaction Manager to bring the traveler's voice to the heart of our decisions.Your mission? From measuring satisfaction at every touchpoint to overseeing the quality of our 600 partner agencies and our online reputation, you turn every traveler signal into a prioritized action plan, and bring the right teams on board to make it happen.Your impact will be felt directly on our NPS, CSAT, and Trustpilot score, as well as on Evaneos's ability to turn every traveler's feedback into concrete improvement and lasting trust.The Customer Satisfaction & Operations team Reporting directly to the Head of Customer Satisfaction & Operations, you join a team of around ten experts, organized across two complementary areas: Customer Operations and Customer Service. The whole team shares one ambition: giving travelers a quality experience at every step of their journey, whether through operations, support, or continuous satisfaction improvement.Day to day, you also work closely with the Product, Tech, Marketing, and Sales teams to turn signals into concrete action on the ground.Your role as Customer Insights & Satisfaction Manager Satisfaction Measurement & AnalysisYou own and continuously improve satisfaction surveys across the entire traveler journeyYou cross quantitative data with qualitative verbatims, and segment results (by market, destination...) to identify the real drivers of satisfaction and dissatisfactionYou publish regular reports with clear recommendationsOperational Feedback Loop & Cross-functional InfluenceYou drive the "measure > analyze > fix" loop, turning insights into prioritized and measurable internal improvement projectsYou're the go-to person for Product, Tech, Marketing, Sales and Customer Care teams to evolve products, processes and service standards based on traveler realityYou track the impact of corrective actions and capture the lessons learnedYou build and arbitrate a continuous improvement backlog, prioritized by business impact Defining Quality Standards & Raising Network QualityYou define the quality standards across the network, build the agency scoring methodology, and identify underperforming partners, ensuring a consistent and memorable traveler experience across all partnersYou equip Account Managers with diagnostic tools, guidelines, and ready-to-use corrective action plansYou shift agency support from a case-by-case approach to frameworks and playbooks that empower Account Managers across their portfolio, and support and coach them on the toughest satisfaction casesYou track over time whether corrective actions actually move partner scoresE-reputation Strategy and ManagementYou define and lead Evaneos's e-reputation strategy to strengthen brand trust and support organic acquisitionYou select and manage key review platforms (Trustpilot, Google...), set collection targets, optimize the journeys that generate them, and monitor performanceYou structure review management: response guidelines, escalation for critical cases, and sentiment trend reportingYou connect e-reputation performance to business indicators, from conversion to brand awarenessChampioning the Voice of the CustomerYou embody the Voice of the Customer across the organization, making traveler reality visible and impossible to ignore in strategic and operational decisionsYou turn raw feedback into compelling stories (quarterly reports, case studies, journey maps) that inspire teams and influence leadershipYou drive a customer-centric culture: running internal workshops, sharing stories, and challenging decisions that drift from traveler needsWhy join us? Cross-functional influence at the service of travelers: You bring Product, Tech, Marketing, Sales, and Customer Service together around the traveler's voice, and spread a customer-centric culture across the organization.A structuring, end-to-end role: from measuring satisfaction to defining quality standards, you don't just fix irritants; you structure the satisfaction agenda, act as the team's voice on these topics, and contribute to Evaneos's 2027 customer experience roadmap.Lead with impact: Join a company that believes in meaningful travel, cultural encounters, and positive impact. You help build a travel experience that's more personal and more responsible.What's in it for you La Voyagerie – Our bright and vibrant HQ in the 9th arrondissement is more than an office: it's a hub for inspiration, creativity, and daily interactions with others.Weekly remote flexibility – 2 days of remote work per week, to balance focus time at home and collaborative moments at the office.Travelling teleworking – The flexibility to work from different countries or regions multiple times a year.Well-being activities – Partially covered sports membership through Egym Wellpass, music and board games groups...Community & team events – After-work drinks, annual seminars, weekly team meetings,...and even more! Salary range: 43 - 50K gross/year. Transparent salary decisions based on clear benchmarks, career progression frameworks, and internal consistency to ensure fairness.Preferred ExperienceYou may be a great fit for this position if:You have 5 to 7 years of experience in Customer Insights, Customer Experience, Market Research, or a satisfaction-focused analytical role, ideally within a marketplace, travel, or services environment.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 through to implementing and evaluating the fix.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.Evaneos may be a great fit for you if:You instinctively put yourself in the customer's shoes.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.Recruitment ProcessWe're truly committed to creating an environment where everyone feels respected and included. We're dedicated to offering equal employment opportunities, regardless of gender, sexual orientation, background, disability, or any other characteristic that makes you who you are. Our goal is simple: for everyone to thrive fully, safely, and in a climate of mutual respect.In French and English:HR call with Marion – A first call to get to know each other, understand your professional background and its fit with the role ️ 30 - 45 minutesTeam Leader interview with Gaëlle – An open discussion to dig deeper into your skills and get a clear understanding of the role ️ 1 hourCase study – A hands-on exercise based on (near) real scenarios, to prepare in advance, with a debrief ideally in person, including time to present and discuss with the team ️ 1 hourInterview with Anne, Chief Sales and Customer Officer ️ 45 minutesAdditional InformationContract Type:Temporary(Between 6 and 12 months)Start Date:31 August 2026Location:ParisExperience:> 5 yearsOccasional remote authorizedSalary:between 45000 and 50000/ year
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