Customer Experience Officer - Casablanca
Marketing / ebusiness - Secteur Automotive / Motorcycles / Cycles
- Junior (1 to 3 years) - Mid Level (3 to 5 years)
- 1 job(s) in Casablanca and region - Morocco
- Bachelor (4 years) Minimum - Business School
Search for new things / novelty Extraversion Flexibility Ambition Organization
- Permanent contract
- Teleworking : No
Company :
With a modern distribution network of 7 branches and 7 agents across Morocco, M-AUTOMOTIV provides the means to offer a wide range of accessible & innovative solutions to its customers, wherever they are, with the best quality standards.
Website:
Company culture :
Job :
Ensure the implementation and adherence to M- Automotiv standards in all customer facilities at the branches.
As part of the customer satisfaction development policy within M- Automotiv, the Customer Experience Officer must implement the necessary actions to satisfy our customers within our showrooms and workshops.
• Analyze data collected from the perspective of customer expectations, satisfaction elements, and dissatisfaction related to lived or tested experiences.
• Analyze Mystery Shopping reports and implement recommendations in coordination with the Quality and Customer Experience Manager.
• Prepare audits: highlight best practices and verify the implementation of marketing and quality processes.
• Develop E-reputation by analyzing customer feedback and reviews made on the Internet, especially from customers on the services provided, their effectiveness, their quality, and provide feedback to the Quality and Customer Experience Manager.
• Define areas for improvement that can meet customer expectations and be fluid, simple, and effective to access regardless of the type of support (physical and digital).
• Analyze the monthly Pick up store performed and address shortcomings at the sites.
• Be proactive: by applying competitor benchmarks while respecting internal standards and procedures.
• Act on the presentation of our vehicles by ensuring an exhaustive, clean, and sober display of our models with a variety of vehicle colors; these choices should be made in coordination with sales managers.
• Ensure the presence of olfactory, sound, visual, and WiFi solutions in our showrooms.
• Coordinate with the marketing department: regarding the Point of Sale materials (PLV) to be implemented and the follow-up of marketing operations.
• Support new Customer Relations Officers (SR): in their integration: access requests, training on applications, and requests for work tools.
• Assist Customer Relations Officers (SR) on a daily basis: supervise their work, respond to their needs, and establish performance reports.
• Prepare presentations or follow-up reports: requested by the Quality and Customer Experience Manager.
Required profile :
Education & Experience
Minimum Bachelor's degree (Bac+4) in marketing, management, commerce, or customer relations.
2 to 5 years of experience in a similar role (customer relations, quality, customer experience, in the automotive industry).
Head office address :
44,44, Avenue Khalid Ibnou Al oualid – Ain Sebaâ 2628 Casablanca
Desired personality traits :
Search for new things / novelty Extraversion Flexibility Ambition Organization
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