Main functions :

• Promote a customer-centric culture throughout the organisation by serving as a role model and advocate for customer satisfaction

• Continuously assess and enhance customer-centric practices ensuring that customer needs and feedback are integrated into all aspects of the business

• Monitor Customer Satisfaction (from Booking to Post-Rental) and report on performance to Top Management and the whole Group

• Represent the Group and assist local counterparts (NPS/Customer Satisfaction champions) in achieving targets

• Identify and prioritise customer pain points to be addressed working with other functions to influence project deliveries

• Contribute to the definition and improvement of the overall Group Quality policy and monitoring

• Support and engage all employees in the pursuit of exceptional customer satisfaction reinforcing the customer-centric mindset across the organisation

Core Missions:

• Monitor Customer Satisfaction from Booking to Post-Rental and report on the performance to Management Board

  • Annually assist in setting customer satisfaction targets aligned with expected service quality

  • Steer existing customer satisfaction KPIs across the customer journey (NPS Contact rate CSAT)

  • Provide/produce reports synthesis and presentations for Top Management on performance outcomes

• Act as the Groups representative and provide assistance to local counterparts (NPS champions) in reaching their targets.

  • Ensure follow-up of Group Customer Satisfaction Strategy use of Group tools/methodologies/standards...

  • Facilitate communication between Group and countries including issue escalation and local customer advocacy for central project prioritisation...

  • Regularly assess and challenge local priorities and action plans in alignment with customer satisfaction objectives

  • Leverage experience and expertise to address local challenges through data analysis root-cause analysis and solution implementation ensuring issue resolution.

• Identify customer pain points to be tackled in priority and feed other functions to influence project deliveries:

  • Use advanced data analysis and insights from peers/countries to define priorities.

  • Collaborate with central functions for root cause analysis and customer-centric solutions.

  • Partner with Product Lines for IT-related improvements including data provision and customer benefit assessment.

  • Assist in change management across geographies working with NPS champions to prepare deployment materials

  • Monitor project progress and benefits across all functions.

• Contribute to define/improve overall Group Quality policy and monitoring

  • Ensure KPI relevance and accuracy with Performance Office support.

  • Oversee the functionality of the customer satisfaction measurement system in collaboration with IT and the provider.

  • Suggest enhancements to tools/methodologies seeking efficiency and best practices from within or outside the company.

  • Coordinate implementation with the relevant stakeholders.

• Foster employee engagement toward Customer Satisfaction

  • Cultivate a customer-centric corporate culture by collaborating with teams to ensure that every employee understands the significance of their role in achieving this mission

  • Prepare and actively participate in CX Days a group event managed by the CSAT team to raise awareness of customer-centricity within the group

  • Develop and enforce NPS champions induction and training program & ensure compliance

  • Contribute to the companys customer satisfaction enhancement plan including NPS related bonus schemes incentive plans and challenges

  • Facilitate knowledge sharing among peers emphasising best practices and return on experiences.

  • Foster team collaboration and healthy competition between countries.

INTERNAL AND EXTERNAL RELATIONSHIPS

Internal : Customer & Marketing teams NPS Champions Product & Tech teams Operations Country Champions Top management (HQ and countries)

External : NPS tool provider Brokers Customer Satisfaction service from other companies Customers