Responsable services client - Benguerir

UM6P Executive Education Science & Technology has an operating model centered on the internal client (departments and schools) and the external client (OCP, public institutions, etc.). In this sense, its mission is to set up a service center that offers services for the development of strategic opportunities, advice and support allowing to offer the best “Learner Experience”.

The ExEd S&T  programs are intended for professionals (executives, senior executives, experts, etc.). Thus, in the design and deployment of the various formats, particular focus will be placed on creating the best conditions for the transfer of knowledge and expertise from UM6P, thus allowing participants to contribute to the creation of value within their organizations. , the development of the economic competitiveness of their company and of a unique expertise on the market.

 Responsibilities

1. Operations : 

• Design the entire experience from awareness to retention
• Develop views of both present and future customer journeysthrough quality research.
• Serve as customer advocate during new product launches andservice upgrades.
• Develop customer needs and use cases throughout a customerjourney.
• Translate customer needs into business requirements.
• Define key indicators to regularly measure the performance interms of customer satisfaction, retention and effort
• Create standard operating procedures to ensure good implementation of the experience we want to offer
• Develop operational plans to deliver great customer experiences.
• Lead customer journey mapping sessions and service blueprinting.
• Lead consistent focus on delivering a positive experience

1. Teaching :

• Train the teams to create a customer centric structure
• Act as trainer on topics : customer service and customer centricity

1. Expected Resualts :

• Become the first choice when it comes to ExecutiveEducation in sciences &Technologie
• Ensures that we providethe best possibleexperience to ourpartners: (customers /suppliers and employee)
• Coordinate customer service activities and operations

Requirements

• Proven work experience in similar role
• Excellent communication skills
• Leadership ability
• Outstanding organisational skills
• Degree in Business, Marketing, sales or related field

• Proven work experience in similar role
• Excellent communication skills
• Leadership ability
• Outstanding organisational skills
• Degree in Business, Marketing, sales or related field