QUALITY SERVICE MANAGER

Client of MaroCadres

Company and Position Description :

As part of strengthening its teams, our client, a major player in mass distribution, is recruiting a Quality Service Manager.

Your mission

• Ensure, manage and continuously improve the quality of service offered to customers, by deploying quality approaches across the entire distribution network, while analyzing customer feedback, measuring satisfaction and supporting teams towards operational excellence.

Your main responsibilities :

• Define and deploy the company's quality service policy, in line with the group's strategic directions.
• develop and update quality benchmarks, internal procedures and point-of-sale service standards.
• Carry out regular quality audits in the field to measure compliance of practices and detect areas for improvement.
• Monitor, analyze and use customer satisfaction indicators (returns, complaints, surveys, NPS, etc.).
• Implement corrective and preventive action plans to ensure a high level of quality and customer satisfaction.
• Work closely with operational teams (stores, logistics, customer service, marketing, etc.) to ensure the deployment of best practices.
• Train and raise awareness among employees about the challenges of quality of service and customer culture.
• Lead the continuous improvement process through working groups, quality workshops and performance reviews.
• Provide regular reporting to senior management on the evolution of quality indicators and actions taken.
• Ensure compliance of activities with current quality standards (ISO, internal certifications, etc.) and ensure constant monitoring of developments in the sector.

Profile

• Bac+5 training in quality management, engineering or business school,
• Proven experience (5 years minimum) in quality of service, ideally in distribution or multi-site environment,
• Mastery of quality standards (ISO 9001), audit and reporting tools,
• Excellent analytical, communication and facilitation skills,
• Sense of customer service, rigor and autonomy.