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

• Support the Customer Experience premiumization strategy and roadmap from digital, station and on rent experience in close cooperation with other functions including Brand, OPs, Digital, Customer Service, P&T among others
• Define and design end to end Customer Experiences for the Europcar brand end drivers for each mobility use case upgrading the current perception of the Customer Experience and improving Customer Satisfaction.
• Follow up on the implementation of brand experience initiatives with the required KPIs, pushing correcting or new measures in case needed and supervise deployment in all entities and geographies.
• Defines and designs target customer experiences for Europcar brand end driver use cases as per Brand Value Proposition, based on research and customer insights, in order to improve customer satisfaction and business results
  • Challenge existing procedures and experiences leveraging technologies where it makes sense 
  • Simplify, personalise and digitise the customer journey according to the Brand Value Proposition
  • Specialise customer experience to match each use case expectations
     
• On assigned projects, steer customer journey strategy and roadmap to secure regular deliveries from a customer standpoint while also supporting moving to a 100% digital supported customer journey at large scale
  • Work closely with other functions (OPs, Digital, Brand, P&T, CS, MI, Loyalty, CSAT) to design and execute premium customer experiences 
  • Set the priorities to maximize customer journey premiumization and digitalization from web and apps, to the rental stations and in-life management of the customers
  • Establish the right balance between Digital and Physical brand interaction in order to reach the right Brand positioning through the experience
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• Monitor all relevant KPIs and dashboards to track customer experience progress with the aim to 
  • Identify improvements and resolve painpoints
  • Understand new feature impact
  • Understand customer behaviour for CJ further development   
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• Support and control all geographies and functions in the implementation of the elected customer journey solutions and target customer experience, including change management.

PERSONAL PROFILE OF POSITION HOLDER

• Proven experience in Customer Experience and/or Digital fields in an international environment on B2C/B2B markets.
• Demonstrated success in delivering projects related to customer experience
• Experienced in working in a complex matrix organization and  in multidisciplinary teams
• Experienced in working with tech with Product/Agile teams
• 5+ years’ experience
• Fluent in English

MAJOR AREAS OF COMPETENCY NECESSARY FOR SUCCESS

• Ability to Influence cross-functional teams without formal authority to drive solution strategy
• Strong communication, interpersonal and presentation skills
• Ability to push projects forward proactively 
• Strongly focused on data-driven decision
• Self starter and Organized individual with good management skills

INTERNAL AND EXTERNAL RELATIONSHIPS

• Internal : Marketing /B2B Brand Experience / E-Commerce & Digital / Sales (central and countries teams) / Product & Tech / Pricing / Operations /Finance / Fleet / Legal / Business Intelligence / Country Teams / Customer Service

• External : Customers / Tech partners / Suppliers / Agencies