Customer Experience & Satisfaction Manager

Join Evaneos, a company dedicated to meaningful travel and cultural encounters. As the Customer Insights & Satisfaction Manager, you will play a crucial role in bringing the traveler's voice to the heart of our decisions. You will measure satisfaction at every touchpoint, oversee the quality of our partner agencies, and manage our online reputation. 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.

• Responsable de la mesure et de l'analyse de la satisfaction des clients, en améliorant en continu les enquêtes de satisfaction.
• Conduire le cycle de rétroaction opérationnelle et d'influence interfonctionnelle, en transformant les informations en projets d'amélioration.
• Définir et diriger la stratégie d'e-réputation d'Evaneos pour renforcer la confiance dans la marque et soutenir l'acquisition organique.

**You 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.