{"id":44869,"date":"2023-11-07T20:29:44","date_gmt":"2023-11-07T20:29:44","guid":{"rendered":""},"modified":"2023-11-07T22:21:15","modified_gmt":"2023-11-07T21:21:15","slug":"directeur-service-client","status":"publish","type":"emplois","link":"https:\/\/louma-jobs.com\/cameroun\/recrutements-emplois-stages\/2023\/directeur-service-client\/","title":{"rendered":"Directeur Service Client"},"content":{"rendered":"

Mission principale <\/span><\/strong>:<\/span> Assurer la satisfaction et l\u2019am\u00e9lioration de l\u2019exp\u00e9rience client.<\/span><\/p>\n

T\u00e2ches :<\/span><\/strong><\/p>\n

Conception de la strat\u00e9gie relation client<\/span><\/strong><\/p>\n

\u2b9a    <\/span><\/span>D\u00e9finir les priorit\u00e9s [exp\u00e9rience client (niveau de satisfaction, intention de rachat, taux de recommandation)<\/em>, fid\u00e9lisation, etc.].<\/span><\/p>\n

\u2b9a    <\/span><\/span>Recueillir les besoins exprim\u00e9s par les clients et identifier des axes d\u2019am\u00e9lioration.<\/span><\/p>\n

\u2b9a    <\/span><\/span>D\u00e9finir les outils, les budgets et les moyens (humains et techniques) n\u00e9cessaires.<\/span><\/p>\n

\u2b9a    <\/span><\/span>Mettre en \u0153uvre les op\u00e9rations et processus d\u2019am\u00e9lioration de la relation client.<\/span><\/p>\n

\u2b9a    <\/span><\/span>G\u00e9rer les litiges commerciaux avec les clients en privil\u00e9giant une proc\u00e9dure amiable.<\/span><\/p>\n

\u2b9a    <\/span><\/span>D\u00e9finir des r\u00e8gles et des pratiques de r\u00e9ponse au client (t\u00e9l\u00e9phone, courrier classique ou \u00e9lectronique, r\u00e9seaux sociaux).<\/span><\/p>\n

\u2b9a    <\/span><\/span>R\u00e9aliser des enqu\u00eates de satisfaction aupr\u00e8s des clients.<\/span><\/p>\n

\u2b9a    <\/span><\/span>Concevoir des indicateurs de performance ( temps d\u2019attente, d\u00e9lais de r\u00e9ponse, note de satisfaction client etc.)<\/span><\/p>\n

\u2b9a    <\/span><\/span>G\u00e9rer l\u2019assistance support des clients.  <\/span><\/p>\n

\u2b9a    <\/span><\/span>Onboarder les nouveaux clients ( pr\u00e9sentation de la plateforme et des fonctionnalit\u00e9s ).<\/span><\/p>\n

\u2b9a    <\/span><\/span>Contribuer \u00e0 l\u2019am\u00e9lioration de la roadmap produit gr\u00e2ce aux feedbacks clients.<\/span><\/p>\n

\u2b9a    <\/span><\/span>Mener une veille SEO active dans le domaine du \u00ab Content \u00bb.<\/span><\/p>\n

\u2b9a    <\/span><\/span>Animer les ateliers th\u00e9matiques \u00ab Content & Fonctionnalit\u00e9s \u00bb sur le produit.<\/span><\/p>\n

\u2b9a    <\/span><\/span>Recruter et animer l\u2019\u00e9quipe de la direction du service client.<\/span><\/p>\n

\u2b9a    <\/span><\/span>Mise en place et conception de la cartographie du parcours client sur le produit  <\/span><\/p>\n

 <\/span><\/strong><\/p>\n

Suivi et analyse des campagnes men\u00e9es<\/span><\/strong><\/p>\n

\u2b9a    <\/span><\/span>Analyser les r\u00e9sultats des campagnes et faire des recommandations.<\/span><\/p>\n

\u2b9a    <\/span><\/span>Faire remonter aupr\u00e8s des directions concern\u00e9es les r\u00e9sultats.<\/span><\/p>\n

\u2b9a    <\/span><\/span>Mener des actions correctives si n\u00e9cessaire.<\/span><\/p>\n

 <\/span><\/strong><\/p>\n

Comp\u00e9tences :<\/span><\/strong><\/p>\n

\u2b9a     <\/span><\/span>Connaissance du secteur d\u2019activit\u00e9 de l\u2019entreprise<\/span><\/p>\n

\u2b9a     <\/span><\/span>Ma\u00eetrise des techniques d\u2019animation de r\u00e9seau<\/span><\/p>\n

\u2b9a     <\/span><\/span>Connaissance des comportements des clients et compr\u00e9hension de leurs besoins<\/span><\/p>\n

\u2b9a     <\/span><\/span>Ma\u00eetrise des principaux logiciels CRM<\/span><\/p>\n

\u2b9a     <\/span><\/span>Connaissances des r\u00e9glementations portant sur les questions de conformit\u00e9 et de qualit\u00e9<\/span><\/p>\n

\u2b9a     <\/span><\/span>Connaissances juridiques en mati\u00e8re de droit commercial et\/ou droit des contrats<\/span><\/p>\n

\u2b9a     <\/span><\/span>Maitrise de la langue Anglaise ( orale et ecrite)<\/span><\/p>\n

 <\/span><\/p>\n

Aptitudes professionnelles<\/span><\/strong><\/p>\n

\u2b9a     <\/span><\/span> <\/span><\/strong>Aisance relationnelle<\/span><\/p>\n

\u2b9a     <\/span><\/span>Rigueur et m\u00e9thode<\/span><\/p>\n

\u2b9a     <\/span><\/span>Aptitudes commerciales<\/span><\/p>\n

\u2b9a     <\/span><\/span>Organisation<\/span><\/p>\n

\u2b9a     <\/span><\/span>\u00c9coute<\/span><\/p>\n

\u2b9a     <\/span><\/span>Autonomie<\/span><\/p>\n

\u2b9a     <\/span><\/span>Pragmatique<\/span><\/p>\n

\u2b9a     <\/span><\/span>R\u00e9activit\u00e9<\/span><\/p>\n

\u2b9a     <\/span><\/span>Relation client<\/span><\/p>\n

\u2b9a     <\/span><\/span>Esprit d\u2019initiative<\/span><\/p>\n

\u2b9a     <\/span><\/span>Bon Manager<\/span><\/p>\n

\u2b9a     <\/span><\/span>Pouvoir travailler \u00e0 pr\u00e9sentiel et \u00e0 distance<\/span><\/p>\n

Profil du candidat :<\/span><\/strong><\/p>\n

Niveau d\u2019exp\u00e9rience : exp\u00e9riment\u00e9e<\/span><\/p>\n

Exp\u00e9rience professionnelle : Entre 5 \u00e0 10 ans <\/span>le domaine commercial, Marketing, Relation client<\/span><\/p>\n

Niveau acad\u00e9mique : BAC+4\/5 en <\/span>Commerce, Relation client, Marketing
\n<\/span><\/p>\n

NB : Postuler au plut\u00f4t avec en objet l\u2019intitul\u00e9 du poste<\/strong><\/span><\/p>\n

Envoyer : Lettre de motivation et CV<\/strong><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Mission principale : Assurer la satisfaction et l\u2019am\u00e9lioration de l\u2019exp\u00e9rience client. T\u00e2ches : Conception de la strat\u00e9gie relation client \u2b9a    D\u00e9finir les priorit\u00e9s [exp\u00e9rience client (niveau de…<\/p>\n","protected":false},"author":1,"comment_status":"open","ping_status":"open","template":"","categories":[4067,25],"tags":[],"villes":[135],"contrats":[148],"diplomes":[212],"louma_meta":{"emploi_title":"Directeur Service Client","emplois_employeur":44856,"emplois_date_publication":"2023-11-07","emplois_heure_publication":"","emplois_date_cloture":"2023-11-23","emplois_heure_cloture":"","emplois_experience_min":"","emplois_experience_max":"","emploi_email":"postuletradingpool.cm"},"_links":{"self":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/emplois\/44869"}],"collection":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/emplois"}],"about":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/types\/emplois"}],"author":[{"embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/comments?post=44869"}],"version-history":[{"count":0,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/emplois\/44869\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/media\/44857"}],"wp:attachment":[{"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/media?parent=44869"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/categories?post=44869"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/tags?post=44869"},{"taxonomy":"villes","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/villes?post=44869"},{"taxonomy":"contrats","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/contrats?post=44869"},{"taxonomy":"diplomes","embeddable":true,"href":"https:\/\/louma-jobs.com\/cameroun\/wp-json\/wp\/v2\/diplomes?post=44869"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}