RECRUITMENT
Internal – External
01 CUSTOMER /EXPERIENCE MANAGER
Douala-Cameroon
Application deadline
09/18/2024
How to apply?
Send your application via the following address: recruitment@group-activa.com
Activa Our Clients Our passion
TYPE OF CONTRACT: Permanent
SECTOR OF ACTIVITY: Insurance
WORKPLACE: Douala – Cameroon
Date of offer: 09/04/2024
COMPANY PROFILE
Among the leaders in sub-Saharan Africa in the insurance market, with 12 subsidiaries present in 9 countries and a Globus Network with members in 49 African countries, the Activa Group has stood out by offering its customers innovative and responsible offers for over 25 years.
REPORTING LINE
• Group Director Retail, Marketing, Brand & Customer Experience
CONTEXT
Sponsor of the “voice of the customer”, the customer experience manager leads omnichannel customer relations, CRM and loyalty, Data, with a view to unified customer journeys, combining product sales and the provision of an ecosystem of services. This expert will put his expertise to the benefit of the group’s subsidiaries: Cameroon, Ivory Coast, France, Ghana, Guinea, Liberia, DRC, Sierra Leone.
MISSIONS
You are the spokesperson for customer needs and expectations within the organization, promoting a resolutely customer-centric and digital-oriented approach
Design and deploy a global strategy for customer experience and relations, adopting an omnichannel approach. Deploy the strategy across the entire value chain, including service development, customer journey analysis, and continuous process improvement Supervise and optimize the allocation of the budget dedicated to your scope of action, ensuring efficient use of available resources. Conduct benchmarking and continuous monitoring to identify best practices and market trends. Track team performance through relevant KPIs, and implement corrective actions to ensure a superior customer experience. Identify critical stages of the customer journey, and spot opportunities for proactive interventions to improve satisfaction and loyalty. Support teams in resolving customer issues quickly and efficiently, and manage escalations professionally. Test and implement new strategies to maximize customer value, while integrating strategic listening points into the customer journey.
Work closely with teams in different countries as well as with the group’s teams to ensure the consistency and effectiveness of initiatives.
Lead multidisciplinary teams and manage relationships with external service providers to achieve set objectives.
TRAINING & EXPERIENCE
University education, Business School – Bac +5 level (e.g. master’s degree in marketing, communication, marketing management, commercial strategies)
Significant experience of at least 5 to 10 years on omnichannel and customer-oriented issues. A stint in retail / telecom may be an asset. Strong communication skills
Leadership and pedagogy
Real customer focus
Bilingual French / English
Proven project management skills.
Excellent use of the office suite (Word, Excel, PowerPoint)
Knowledge and strong taste for digital and social tools and devices
Managerial skills for supervising teams
Ability to organize and manage several files simultaneously and at different stages of progress Excellent analytical and synthesis skills in order to interpret results, structure the strategy and the different aspects of the marketing plan
Be comfortable with figures in order to analyze and interpret
Please send your application, consisting of a detailed CV via the following address:
recruitment@group-activa.com and specify in the subject Ref CEMIDCM no later than September 18, 2024 at 5:00 p.m.
Applications will be analyzed as they are received and only selected applications will be contacted.
ACTIVA is a socially responsible Group; we attach importance to respecting human rights and equal opportunities.
NB: Any application that does not meet the prescribed conditions will be purely and simply disqualified. Only shortlisted candidates will be contacted
