Reporting to the Africa Customer Experience Division and under the supervision of a Regional Customer Experience Manager
MISSIONS :
The Customer Experience Manager will be responsible for managing the customer experience. The role encompasses : customer service, operations, billing, and the performance of inbound and outbound calls, digital channels, and the optimization of the customer experience.
PROFILE :
- Minimum BAC+3 degree in business administration,management, business, marketing, communication,customer relations, or a related field
- At least 5 years of experience managing a contact center or customer service department, including 3 years of management experience in voice and digital operations.
- Experience in performance and quality management.
- Excellent interpersonal skills, strong organizational abilities, an analytical mindset, the ability to generate new ideas,attention to detail, integrity, autonomy, and an agile work style.
- Proficiency in CRM, ACD, and other standard contact center tools, as well as excellent proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
- Fluency in multiple languages is a plus.
TO APPLY :
Send us your application including : RESUME, COVER LETTER, COPY OF YOUR HIGHEST DEGREE, SALARY EXPECTATIONS , 3 PROFESSIONAL REFERENCES (You must list your references ; doing so constitutes permission to contact them.) to the adress : rec@fthmconsulting.com
Application deadline : Septembre 11th, 2026