Commercial Stores - Heavy Weight - Dakar

Main duties

Responsible CRM (Customer Relationship Management) Posted on 16 Jan 2016 2025 LAITRIE DU BERGER Food, Dairy Dakar Job Description: Laiterie du Berger is recruiting a CRM Manager (Customer Relationship Management). He/she will be based in Dakar with possible trips to regions and will be attached to the Marketing and R&D Manager. Duties and activities of the post 1. Management of consumer complaints and requests: Centralize consumer complaints and requests from different channels (email, phone, social networks, online forms...). Respond quickly and effectively to consumers while respecting the tone and values of the brand. Ensure coordination with the services concerned (quality, R&D, production, sales...) to provide accurate and adapted answers. Manage crisis situations (bad buzz, difficult consumers) with professionalism, calm and diplomacy 2. Management and management of the reception Ouakam Oversee the reception of visitors to ensure a positive and professional experience Centralize and process requests received at the reception by relaying them to the competent services Collaborate with internal teams to continuously improve the visitor experience and strengthen the company’s image as a first impression 3. Community Management (Consumer Relations): Monitor and execute responses to comments, private messages, and social media reviews. Maintain proactive and positive communication with consumers online. Identify opportunities for engagement to improve consumer satisfaction and loyalty Participate in the development of digital communication strategy e-reputation monitoring and technology (CRM, new media, trends...) Management of history and data archiving 4. Setting up and running the Consumer Hub: Creating and maintaining a customer database (Consumer Hub) gathering

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