Customer Complaints Manager - Casablanca
Sales - Secteur Automotive / Motorcycles / Cycles
- Mid Level (3 to 5 years) - Senior (5 to 10 years)
- 1 job(s) in Casablanca and region - Morocco
- Master or PhD Minimum - Business School
Search for new things / novelty Extraversion Will to persuade Intuition / spontaneity Ambition
- Permanent contract
- Teleworking : No
Company :
M-Automotiv is one of the leading car distribution groups in Morocco, operating in a dynamic multi-brand environment that covers both the sale of vehicles (Renault, Dacia, EXEED, KGM, Soueast, JAC Motors) and related services through M-Service and M-Occaz.
With nearly 900 employees and strong growth ambitions, the group continues its development by integrating new talents and aiming for an additional 500 recruitments in the short term. Driven by an entrepreneurial, agile, and future-oriented culture, M-Automotiv offers a stimulating work environment where autonomy, responsibility, and rapid career progression are encouraged.
Employees work in a collaborative setting based on proximity, trust, and listening, with real development opportunities in a sector undergoing major transformation.
Joining M-Automotiv means joining a company in motion, where people, innovation, and performance advance together.
Company culture :
Job :
As part of strengthening M-Automotiv's Customer Experience approach, we are looking for a professional responsible for managing and processing customer complaints.
The holder of the position will be responsible for ensuring structured, responsive, and high-quality handling of complaints, from their reception to their resolution and closure, while contributing to the identification of customer pain points and the continuous improvement of customer journeys.
Main responsibilities:
1. Customer Complaint Management
• Receive, record, and categorize complaints from various channels.
• Analyze requests and identify the relevant contacts.
• Ensure coordination with sales, after-sales, brand, network, and support teams.
• Follow up on complaints until their resolution and ensure their closure.
• Ensure the quality, relevance, and timeliness of responses provided to customers.
• Provide regular communication to stakeholders on the progress of cases.
2. Customer Recovery
• Implement and monitor the Customer Recovery process.
• Identify appropriate recovery actions based on the nature and criticality of the complaint.
• Ensure the proper resolution of sensitive or high-stakes customer situations.
• Leverage handled cases to identify recurring causes and improvement opportunities.
3. Interaction with the Legal Department
• Identify complaints requiring legal support or advice.
• Ensure coordination with the legal department for sensitive cases or those with legal risks.
• Provide the legal department with the necessary information for case analysis and follow up on recommendations.
• Ensure consistency of customer responses with the legal department's guidance and recommendations.
• Follow up on cases subject to pre-litigation or specific procedures, in coordination with the relevant contacts.
4. Monitoring and Reporting
• Maintain structured and up-to-date tracking of complaints.
• Produce regular reports on activity: volume, typology, status, processing times, recurrence, etc.
• Identify key trends and customer pain points.
• Alert on sensitive or recurring cases requiring special intervention.
• Contribute to the implementation and monitoring of complaint-related performance indicators.
5. Continuous Improvement of Customer Experience
• Analyze complaints to identify malfunctions in customer journeys and processes.
• Propose corrective and preventive actions in collaboration with the relevant teams.
• Contribute to improving complaint handling and resolution standards.
• Participate in disseminating a customer-oriented culture within the teams.
• Feed back key learnings from complaints into VOC/NPS and customer experience improvement initiatives.
6. Tools and Processes
• Contribute to structuring and improving the complaint management process.
• Participate in the deployment and evolution of the Complaints module within the CRM / tracking tool.
• Ensure the reliability and quality of complaint-related data.
• Formalize the procedures and documents necessary for proper case management.
Required profile :
Profile Sought
• Bachelor's to Master's degree in management, commerce, marketing, customer experience, quality, or a similar field.
• Experience in customer relations, complaints, Customer Care, quality, or customer experience.
• Experience in the automotive, distribution, retail, or services sectors is a plus.
• Good analytical and synthesis skills.
• Excellent written and oral communication skills.
• Customer focus and ability to handle sensitive situations with diplomacy.
• Organization, rigor, and ability to manage multiple cases simultaneously.
• Ability to coordinate different stakeholders and ensure follow-up until resolution.
• Proficiency in office tools, especially Excel and PowerPoint.
• Knowledge of a CRM and/or a complaint management tool is a plus.
Key Skills
• Complaint management and resolution
• Customer relations and communication
• Cause analysis and identification of pain points
• Cross-functional coordination
• KPI reporting and monitoring
• Continuous improvement
• Service orientation and customer focus
• Management of sensitive situations
• Rigor and organization
Personal Qualities
• Listening and empathy
• Responsiveness
• Diplomacy and assertiveness
• Sense of responsibility
• Analytical mindset
• Autonomy
• Proactivity
• Interpersonal skills
• Results and customer satisfaction orientation
Head office address :
44,44, Avenue Khalid Ibnou Al oualid – Ain Sebaâ 2628 Casablanca
Desired personality traits :
Search for new things / novelty Extraversion Will to persuade Intuition / spontaneity Ambition
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