Customer Loyalty and CRM Coordinator
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Key responsibilities
- Support the rollout plan, coordinate user testing with local IT and the platform provider, and follow up issues before launch.
- Train and support station teams on customer registration, programme benefits and reward redemption.
- Maintain customer accounts and accurate CRM records, following customer consent and confidentiality procedures.
- Implement approved loyalty marketing programmes and campaigns in coordination with the local Marketing team to recruit members, encourage repeat purchases and reactivate inactive customers.
- Monitor points and rewards, handle routine account queries, and follow up complaints or technical issues with the relevant local teams and provider.
- Track enrolment, active members, repeat visits, reward usage and campaign results; recommend practical improvements.
- Monitor campaign costs against approved budgets and prepare regular performance reports for local management and periodic reports for Corporate Marketing. Candidate profile :
- University degree or equivalent in Marketing and Customer Relationship Management.
- Around 2 to 3 years of experience in CRM, customer loyalty or customer service, preferably in retail or a service network.
- Practical knowledge of CRM tools and Microsoft Excel, with the ability to analyse customer data and prepare clear reports.
- Good written and spoken French and Arabic, for customer and station communication.
- Organised, customer-focused and able to solve routine problems and coordinate with local teams and service providers.
- Availability for station visits within Morocco.
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