Overview
Yassir is the leading super App in the Maghreb region set to changing the way daily services are provided. It currently operates in 45 cities across Algeria, Morocco and Tunisia with recent expansions into France, Canada and Sub-Saharan Africa. It is backed (~$200M in funding) by VCs from Silicon Valley, Europe and other parts of the world. We offer on-demand services such as ride-hailing and last-mile delivery. Building on this infrastructure, we are now introducing financial services to help our users pay, save and borrow digitally. Helping usher the continent into a digital economy era. We’re not just about serving people - we’re about creating a marketplace to bring people what they need while infusing social values.
Full job description
About The Role
Yassir is the leading super App in the Maghreb region set to changing the way daily services are provided. It currently operates in 45 cities across Algeria, Morocco and Tunisia with recent expansions into France, Canada and Sub-Saharan Africa. It is backed (~$200M in funding) by VCs from Silicon Valley, Europe and other parts of the world. We offer on-demand services such as ride-hailing and last-mile delivery. Building on this infrastructure, we are now introducing financial services to help our users pay, save and borrow digitally. Helping usher the continent into a digital economy era. We’re not just about serving people - we’re about creating a marketplace to bring people what they need while infusing social values.
Details
Rattachement : Operations / Customer Support
Rôle : Le CRM Operations Manager sera rattaché aux équipes Opérations et travaillera en étroite collaboration avec Product, Tech, Data et les équipes opérationnelles. Il sera le point de référence pour le pilotage quotidien du CRM, son adoption et son amélioration continue.
Responsabilités principales
Pilotage du CRM & Performance
Assurer le pilotage quotidien du CRM, son utilisation et sa performance.
Suivre les principaux KPIs opérationnels : SLA, First Response Time, Resolution Time, Backlog, Productivity, Quality, CSAT, etc.
Identifier les dysfonctionnements, écarts de performance et opportunités d'amélioration.
Coordonner avec les équipes Product & Tech les incidents, feedbacks et évolutions.
Adoption & Amélioration continue
Accompagner les équipes dans l'utilisation du CRM via des formations, refresh et supports utilisateurs.
Développer des initiatives innovantes et ludiques pour favoriser l'adoption.
Recueillir les feedbacks du terrain et les transformer en améliorations concrètes.
Tester et suivre les nouvelles fonctionnalités afin de mesurer leur impact opérationnel.
Profil recherché
3 à 5 ans d'expérience en Operations, Customer Support, CRM, Product Operations ou Project Management.
Bonne maîtrise des KPIs opérationnels et compréhension des environnements Customer Support.
Expérience dans le pilotage ou l'accompagnement d'un outil opérationnel.
Esprit analytique, structuré et orienté résultats.
Excellentes capacités de communication et de coordination.
Maîtrise des outils de reporting et capacité à analyser les données opérationnelles..
Additional information
At Yassir, we believe in the power of diversity and the importance of an inclusive culture. So, if you're ready to bring your unique perspective and experiences to the table, then we're excited to listen.
Don't just apply for a job, come and be a part of our journey. Let's create a better tomorrow together.
We look forward to receiving your application!
Best of luck, Your Yassir TA Team
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