Company Description
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® - he 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
Europcar Mobility Group is organized around customer needs and expectations (leisure, professional & proximity) with 2 main brands Europcar & Goldcar.
Within the Marketing organization, in the Customer Satisfaction Department, you will play a key role in understanding and enhancing the overall customer experience. By analyzing customer data and identifying trends, pain points, and opportunities, you will contribute significantly to improving satisfaction levels and driving business success.
- Analyze customer data, including verbatims from various sources such as satisfaction surveys, social media
- Identify and categorize key customer pain points and issues through data analysis
- Detect emerging trends in customer satisfaction and propose recommendations to address them
- Collaborate closely with other members of the Customer Satisfaction team as well as cross-functional teams to share insights and recommendations
- Conduct ad hoc analyses on specific topics related to the customer experience, going beyond aggregated data to understand underlying factors
- Create communication documents to highlight key information and insights derived from customer data analysis
- Assist in creating and updating reports or dashboards on customer satisfaction for performance tracking
- Monitor industry trends and competitor activities related to customer satisfaction strategies and provide insights for maintaining competitiveness
INTERNAL RELATIONSHIPS: Marketing, Operations, Brands, Business Analyst, Prod & Tech
Qualifications
Previous experience
Strong analytical skills and ability to interpret quantitative and qualitative data
Education level / certificates
Master degree in a relevant field such as management, marketing, social sciences
Languages
Fluent in English and French
Computer skills and software used
Proficiency in data analysis tools and software, as well as text and presentation processing (Excel, Google and Microsoft Office suites…)
Personal characteristics
Ability to work in an international environment
Excellent written and verbal communication skills to present insights clearly and concisely
Rigorous, organized, curious and agile
Ability to work independently and manage time effectively to meet deadlines
Capacity to work in a team and collaborate with different departments
Top Skills
What We Do
Europcar Mobility Group is the European N°1 in vehicle rental, with the ambition to become a leader in dedicated, sustainable mobility services in the years to come. 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, on-demand or on subscription, for businesses and individuals, relying on a fleet equipped with the latest engines including more and more "green" vehicles (EVs, PHEVs). It operates distinctive brands, responding to differentiated needs, use cases and expectations in terms of level of service: Europcar® - the European leader of car rental and light commercial vehicle rental, Goldcar® - the lowcost leader in Europe, and Ubeeqo® – one of the European leaders of roundtrip car-sharing (BtoB, BtoC). Customers’ satisfaction is at the heart of the Group’s ambition and that of its more than 8,000 employees, everywhere Europcar Mobility Group delivers its mobility solutions, thanks to a strong network in 140 countries (including 16 wholly owned subsidiaries completed by franchisees and alliance partners).
