The well-being and satisfaction of employees and customers are at the heart of the social pillar of our ESG strategy. That is why Mobilize Financial Services is committed to providing a fulfilling and inclusive work environment that fosters the commitment, creativity and loyalty of its employees. Similarly, by developing a close and attentive relationship with its customers, we can better meet their expectations and offer them a quality experience.
Among its objectives for the social pillar, Mobilize Financial Services aims at reaching at least 40% of women in manager positions by 2030.
OUR ACTION FIELDS
- Forr our employees: zero-discrimination programme, women in management, upskilling.
- For our customers: follow up of customer and dealer satisfaction, CareMakers programme by Renaut Group
Our policy and initiatives for employee well-being
Mobilize Financial Services is committed to creating a work environment where all employees can grow and express themselves. The company encourages the sharing of information through employee involvement and fosters a culture of daily feedback.
Mobilize Financial Services also promotes diversity and inclusion, so than all employees feel defended and represented, whatever their profile, in line with Renault Group’s Diversity and Inclusion strategy. This includes:
- A target of at least 40% women in management positions by 2030
- A zero-discrimination policy
- In-house anti-discrimination training programs
- Striving for greater inclusion of people with disabilities
Mobilize Financial Services is now included within the scope of the Disability Agreement negotiated at Renault Group level for a period of three years (2024–2026), and our company applies Renault Group’s Diversity and Inclusion Charter. Since 2025, we have published the gender pay gap within the Group in the CSRD report.
For employee health, we deploy Renault Group’s OneHealth program, designed to support employees with solutions for physical and mental well-being:
- A dedicated app with daily best practices
- Free, personalized health check-ups by independent professionals
- Access to a free helpline for personal, family, or professional concerns
We also invest in human capital through training, offering an e-learning platform Learning@Mobilize-FS with a wide range of courses and resources.
Several of our subsidiaries are certified under Great Place to Work well-being standards (UK, Spain, Brazil, Argentina, and Colombia).
Governance for responsible and sustainable products
Mobilize Financial Services is committed to deploying products and services that adhere to responsible marketing principles through dedicated governance. Before each launch, products are reviewed by the New Products Committee, which meets throughout the year to assess any new product or significant change to existing products, regardless of the market.
This committee evaluates the social and environmental impact, customer value, and associated risks before approving launch. It also ensures that product names accurately reflect real benefits to avoid greenwashing, based on a reference document defining the use of sustainability-related terms.
The committee also conducts a review one year after launch to assess commercial results, implementation, and customer feedback. Every year, all employees involved in product launches receive training on product governance. Locally, subsidiaries provide mandatory training to ensure products are marketed under the best conditions.
Facilitating access to mobility for customers
Mobilize Financial Services supports Renault Group in implementing the CareMakers program, designed to facilitate mobility for unemployed individuals. It offers mobility solutions to job seekers who need transportation to find work. As part of this program, vehicles are offered to job seekers or employees on probation, combined with a microcredit whose repayment starts from the fourth month. The goal of CareMakers is to reach 10,000 beneficiaries by 2030.
Responsible and sustainable marketing based on customer respect and ethical remote sales
At Mobilize Financial Services, ethics and respect for our customers are at the heart of our activities, especially in remote interactions. We strictly comply with consent rules, manage customer solicitations responsibly, and ensure transparency in data collection and usage with explicit consent.
Customers have the right to access, modify, or delete their personal data at any time. We commit to avoiding over-solicitation and ensure communications are relevant, personalized, and sent sparingly via a secure common tool. Customers can easily unsubscribe from our mailing lists.
We prohibit any form of forced selling. Our teams advise customers honestly and transparently, offering products and services tailored to their real needs. We ensure that remote sales practices are always respectful and customer-centric.
We believe these principles are essential to building long-term trust and contributing to a more responsible future.
Listening to our customers: a continuous commitment
We place the utmost importance on the Voice of the Customer. We conduct ongoing surveys, including cold surveys covering the entire customer relationship and hot surveys after key interactions. These insights feed dedicated action plans to continuously improve our service.
We also assess customer experience on our financial offers, analyze feedback on digital platforms, and rigorously monitor complaints through dedicated committees.
We believe that respecting these principles and actively listening to our customers are essential to building lasting trust and meeting their expectations.
