مدير شكاوى العملاء | الدار البيضاء (المغرب)

Job description

Company culture :

M-automotiv relies on a cooperation-driven culture, where trust, teamwork and employee well-being shape everyday work practices. The company promotes a close management approach focused on guidance, empowerment and strong human relationships. This collaborative foundation is supported by a strong competitive mindset, emphasizing performance and results. Innovation and organizational aspects, while more moderate, contribute to agility, structure and operational efficiency.

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