Customer Experience & Satisfaction Manager

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 were looking for a Customer Experience & Satisfaction Manager to bring the travelers 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 Evaneoss ability to turn every travelers feedback into concrete improvement and lasting trust.

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.

Satisfaction Measurement & Analysis

• You own and continuously improve satisfaction surveys across the entire traveler journey

• You cross quantitative data with qualitative verbatims and segment results (by market destination) to identify the real drivers of satisfaction and dissatisfaction

• You publish regular reports with clear recommendations

Operational Feedback Loop & Cross-functional Influence

• You drive the measure > analyze > fix loop turning insights into prioritized and measurable internal improvement projects

• Youre the go-to person for Product Tech Marketing Sales and Customer Care teams to evolve products processes and service standards based on traveler reality

• You track the impact of corrective actions and capture the lessons learned

• You build and arbitrate a continuous improvement backlog prioritized by business impact

Defining Quality Standards & Raising Network Quality

• You 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 partners

• You equip Account Managers with diagnostic tools guidelines and ready-to-use corrective action plans

• You 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 cases

• You track over time whether corrective actions actually move partner scores

E-reputation Strategy and Management

• You define and lead Evaneoss e-reputation strategy to strengthen brand trust and support organic acquisition

• You select and manage key review platforms (Trustpilot Google) set collection targets optimize the journeys that generate them and monitor performance

• You structure review management: response guidelines escalation for critical cases and sentiment trend reporting

• You connect e-reputation performance to business indicators from conversion to brand awareness

Championing the Voice of the Customer

• You embody the Voice of the Customer across the organization making traveler reality visible and impossible to ignore in strategic and operational decisions

• You turn raw feedback into compelling stories (quarterly reports case studies journey maps) that inspire teams and influence leadership

• You drive a customer-centric culture: running internal workshops sharing stories and challenging decisions that drift from traveler needs

Cross-functional influence at the service of travelers: You bring Product Tech Marketing Sales and Customer Service together around the travelers voice and spread a customer-centric culture across the organization.

A structuring end-to-end role: from measuring satisfaction to defining quality standards you dont just fix irritants; you structure the satisfaction agenda act as the teams voice on these topics and contribute to Evaneoss 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 thats more personal and more responsible.

• La Voyagerie Our bright and vibrant HQ in the 9th arrondissement is more than an office: its 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.