Fondation Arrawaj features a culture primarily shaped by innovation, promoting creativity, agility and experimentation to drive impact and transformation. This orientation is strengthened by a competitive dimension, reflecting a strong focus on performance and results. Collaboration and organizational structure further contribute to the overall balance by supporting teamwork, accountability and structured ways of working. The environment appeals to autonomous, committed profiles who thrive in dynamic and evolving contexts. [+]

Main Mission:

To continuously manage, coordinate, and improve customer satisfaction and experience, by using results from surveys, feedback, complaints, focus groups, and field visits, in order to identify pain points and propose concrete and measurable action plans.

1. Deployment of the satisfaction listening and improvement roadmap
• Deploy the customer listening strategy (satisfaction surveys, mystery shopper, etc.);
• Deploy objectives, performance indicators (CSAT, NPS, resolution rate, deadlines, etc.) and monitor their tracking;

2. Management and leadership
• Collect, analyze, and interpret customer feedback to identify major pain points and measure their impact on the foundation's perception and performance;
• Propose, implement, and monitor improvement plans;
• Promote a customer-oriented culture among internal departments and teams.
• Conduct regular benchmarks of best practices in the sector and develop internal comparisons (between branches, customer segments, or products...)

3. Coordination and communication
• Ensure the consolidation of customer satisfaction listening and measurement results;
• Ensure the presentation of results and follow-up of recommendations to governance bodies;
• Regularly communicate on customer satisfaction KPIs
• Participate in risk management, crisis situations, and dysfunction prevention.

Required Skills

Knowledge
• Mastery of survey methodologies: CSAT, NPS, CES, mystery shopper surveys, CATI, CAWI;
• Mastery of customer experience, loyalty, and customer relationship management principles;
• Knowledge of data analysis tools (advanced Excel, CRM, statistical tools);
• Good understanding of business and organizational processes;
• Knowledge of quality standards and frameworks (ISO 9001, Lean Six Sigma, CX best practices).
• Knowledge of the financial, micro-finance, and/or insurance sector.

Skills
• Manage survey systems, analyze data, and formulate recommendations.
• Use data analysis tools to design and automate dashboards.
• Handle complaints and complex situations with diplomacy.
• Lead cross-functional working groups, formalize and track action plans.
• Communicate effectively with various stakeholders.

Personal Attributes
• Leadership, service orientation, and active listening skills.
• Analytical mindset, rigor, organizational skills, and responsiveness.
• Pedagogical, diplomatic, proactive, and team-building abilities.
• Results-oriented, stress management, and adaptability.

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  Required Education Level: Master's degree (Bac+5).


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  Required Specializations: Management, marketing, business administration, quality, customer relations, or equivalent.


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  Desired Experience: Proven experience (minimum 3 to 5 years) in data analysis, customer relationship management, service quality, or customer experience.


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  Other: Proficiency in CRM tools, complaint management platforms, reporting tools, customer data analysis tools, and Excel/PowerPoint.