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 lead, coordinate, and improve customer satisfaction and experience, based on survey results, barometers, complaints, focus groups, and field visits, in order to identify pain points and propose concrete and measurable action plans.

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

2. Facilitation and Management
• 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 listening and satisfaction measurement results; • Ensure the reporting of results and follow-up of recommendations to governance bodies; • Regularly communicate on customer satisfaction KPIs; • Participate in risk management, crisis situations, and prevention of malfunctions.

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

Attitude
• Leadership, service orientation, and active listening skills. • Analytical thinking, rigor, organizational skills, and responsiveness. • Pedagogical approach, diplomacy, proactivity, and ability to unite. • 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: Confirmed 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.