A day in a life of a Customer Care Manager, Maëva Pereira Da Cruz

Crafting a seamless and human experience 

Maëva’s role centres on building continuity and trust. Her team anticipates needs long before a project starts, arranging accommodation, coordinating catering, planning training sessions, setting up events, and taking care of every detail that shapes daily life of the clients on site.
Their ambition is simple: make each stay smoother, easier, and more personal. 

Customer Care sits at the heart of the operation, connecting with project managers, production teams, the warehouse and commercial teams to ensure everything flows. This internal coordination is what allows clients and crew to focus on their project, while feeling supported throughout their time in La Ciotat. 

Personalisation at the core 

The added value of Customer Care lies in its ability to observe, listen, and tailor the experience. Knowing a client’s routine, understanding a crew’s preferences, or recommending a local spot in La Ciotat, these small touches create a sense of belonging. 

Over long stays or repeat visits, this connection grows into long-term trust. A comfortable crew is an energised crew, and Maëva knows that well-being on the ground strongly influences whether a client returns in the future. 

Navigating complexity with calm and clarity 

With dozens of projects underway at any given time, structure and anticipation are key. Maëva’s team relies on methodical planning and transparent communication to maintain consistently high standards. They keep track of client preferences, past experiences and ongoing expectations to ensure continuity from one project to the next. 

Clear budgets, predictable processes and timely updates are what clients value most. Customer Care works to bring that clarity every day, turning complexity into a smooth, straightforward journey. 

Moments that matter 

The impact of Customer Care is often most visible during the long, sometimes intense stretches of refit. Helping crews settle in, creating moments of connection, simplifying admin, organising small escapes, or just being a familiar, reliable presence, these are the touches that turn a stay from merely functional to genuinely memorable. 

Every season brings its own stories. Some stick with you more than others, like that crew who, every Friday, would cook a homemade couscous and invite the team to share it, a simple ritual that became a weekly bubble of warmth and laughter. For Maëva, these are the moments that give real meaning to the job: seeing people feel at home, watching relationships strengthen, and hearing someone say their stay felt “smoother, simpler, more human.” 

A culture of feedback and connection 

What sets Customer Care apart is its strong feedback culture. Clients and crews are encouraged to share their experiences, allowing the team to adapt, improve, and constantly refine the service. 

Beyond supporting the progress of each project, the Customer Care team also looks after the personal needs of every crew member (medical appointments, beauty salon/hairdresser appointment… and more),  because a great refit experience isn’t just about technical excellence, it’s about people feeling supported, understood, and at home on site. 

At the same time, the team helps build a sense of community at MB92 La Ciotat. From connecting crew members with each other to creating opportunities to discover the region (wine tastings, natural park tours, cycling outings, and more) they contribute to making La Ciotat not only a refit hub, but a place where professionalism, enjoyment, and local culture meet. 

Behind the scenes, Maëva and her team play a key role in creating a positive atmosphere for everyone on site. Their work supports all departments, reinforces client confidence, and nurtures the long-term relationships that define MB92 La Ciotat. 

Reliable, creative, and empathetic, these are the qualities that drive the Customer Care team every day.