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 Improvement Manager 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 Improvement Manager 📝

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.

What we’re looking for ✨

You may be a great fit for this position if:

• You have 4+ years’ experience in customer experience or satisfaction, ideally in travel, marketplaces, or tech environments

• You have a proven track record of designing, managing, and analyzing customer satisfaction surveys, turning insights into actionable plans

• You’ve led cross-functional projects, aligning and engaging multiple stakeholders toward shared goals

• You’re confident coaching partners and delivering engaging webinars

• You’re a sharp analyst with a strong business impact mindset

• You’re fluent in English and have a good command of French (written and spoken) to communicate effectively with our partner agency network and internal teams

Evaneos may be a great fit for you if:

• You combine autonomy, ownership, and a genuine “customer-first” mindset

• You thrive in fast-paced and collaborative environments

• You’re motivated by impact and purpose, and want your work to serve both customers and a more sustainable travel model

• You’re not afraid to challenge the status quo to elevate quality across a complex ecosystem

We are committed to creating an environment where everyone feels respected and included. We strive to provide equal employment opportunities, regardless of gender, sexual orientation, background, disability, or any other characteristic that makes you who you are. Our goal is simple: to ensure that everyone can thrive, feel safe, and be treated with respect.

In French and English:

• HR call with Marion - Initial chat to get to know you, learn about your work experience, and how they connect to the role ⏲️ 45 minutes

• Team Leader Interview with Gaëlle - Open discussion to dive deeper into your skills and get a clear understanding of the role ⏲️ 1 hour

• Case Study – A practical exercise based on (almost) real scenarios, ideally face-to-face, including preparation time, restitution, and discussion with the team ⏲️ 2 hours

• Cultural fit – Meet other Evaneossians during an interview focused on culture alignment and collaboration. The perfect occasion to see what it feels like to be part of Evaneos ⏲️ 1 hour