Customer Experience Manager

About the role

The Customer Experience Manager will lead the end‑to‑end experience of customers interacting with Fromagerie Bel Maroc SA. Working fully remotely, you will monitor feedback, analyse service performance and drive initiatives that increase satisfaction and loyalty.

Key responsibilities

• Monitor and analyse customer feedback and service performance data.
• Identify opportunities to improve the customer journey and increase loyalty.
• Design, implement and track customer‑experience initiatives across all touchpoints.
• Collaborate with customer service, sales and operations teams to ensure consistent communication.
• Develop and maintain key performance metrics and dashboards.
• Resolve escalated customer issues and recommend process improvements.

Required profile

• Proven customer‑focused track record in improving journeys.
• Strong communication and analytical abilities.
• Experience managing CX programs in FMCG, food production or related sectors (advantageous).
• Ability to work independently, prioritize tasks and manage multiple projects remotely.
• Bachelor’s degree in Business, Marketing, Communications or equivalent experience.
• Fluency in English; additional languages a plus.

Required skills

• Proficiency with CRM tools.
• Experience using customer feedback platforms.
• Ability to create basic reports and dashboards.