Customer Satisfaction & Quality Improvement Manager
Evaneos
Role & impact 🎯
Within the Brand & Customer department, our mission is to elevate the traveler experience towards excellence by guaranteeing their satisfaction to foster long-term customer loyalty.
We’re seeking a Customer Satisfaction & Quality Specialist to cover a maternity leave. In this role, you’ll enhance traveler satisfaction and loyalty by continuously improving the customer experience throughout the entire journey, from pre-booking to post-trip. You mission? Lead quality initiatives across our partner network and champion a traveler-first culture within Evaneos. Your work will have a direct impact on customer retention and the strategic positioning of experience quality as a key business driver.
The Quality Excellence team 👥
You’ll join the international Quality Excellence team of three passionate Quality & Satisfaction Specialists. The team thrives on autonomy and collaboration, with each member actively shaping decisions and helping evolve our practices.
You'll also work closely with other departments (Brand, Sales, Customer Service, and Product teams) and our local agency partners to enhance customer satisfaction.
Your role as Customer Satisfaction & Quality Specialist 📝
Here’s what your responsibilities will include:
📈 Be the guardian of customer satisfaction monitoring
Optimize satisfaction surveys at every key moment of the traveler journey — from pre-booking contact to post-trip feedback
Dive deep into quantitative survey results and qualitative feedback to uncover what truly matters to our travelers, from satisfaction to dissatisfaction
Turn insights into sharp, actionable improvements — boosting retention and helping Evaneos deliver unforgettable experiences
✨ Elevate our partner network to excellence
Identify underperforming partners and build personalized action plans to improve their service quality and customer satisfaction ratings
Run impactful coaching sessions
Create and host engaging webinars and workshops to scale best practices
Become a trusted advisor to our local agencies, raising the bar for quality across the marketplace
🤝 Define and implement quality standards
Pilot a high-stakes project to define and roll out clear quality standards across our platform
Rally Brand, Sales, Product, and Customer Service teams around shared benchmarks and implementation timelines
🔊 Amplify the customer-centric culture
Act as the "Voice of the Customer" internally by turning raw input into compelling stories and strategic insights to drive a traveler-first mindset
Build impactful communications materials (dashboards, reports, presentations) to inspire teams and influence decision-making
Why join us? 🚀
📊 Make a real difference: Your work will directly shape the traveler experience and influence the long-term success of our business. Satisfaction and loyalty aren’t just metrics, they’re a central strategic lever of our model
🫶 Lead with purpose: Join a company that believes in meaningful travel, cultural connection, and positive impact. You'll help build a travel experience that’s more personal, human, and responsible
🌍 Collaborative and international environment: Our team brings together passionate, open-minded people from across the globe, all driven by the same goal: to shake things up in the tourism industry
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 – Enjoy up to 3 teleworking days per week, balancing 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.
A healthy work-life balance – You shape your schedule in collaboration with your team.
Well-being activities – Yoga, meditation, partially covered sports memberships through Gymlib, music, and board games groups.
Community & team events – Cultural lunches, after-works, annual seminars, weekly team meetings
and even more!
💰 Salary range is €38K-43K. Transparent salary decisions based on clear benchmarks, career progression frameworks, and peer alignment to ensure fairness.
