WE ARE HIRING
OFFERS AND CUSTOMER EXPERIENCE DEPARTMENT MANAGER – BICEC – Banque Internationale du Cameroun pour l’Epargne et le Crédit

Within the Retail Banking Department, your main mission will be to:
• Guarantee the customer review within the Bank by bringing added value to the customer journey •
Ensure the management of product offers and solutions intended for DBD customers , as well as competitive intelligence
• Participate in the development of new DBD products in liaison with the Organization and Marketing. Job activities
Be the main architect of innovation and the implementation of new solutions and customer offers by working with the markets;
Define the company’s customer knowledge strategy and Organize the feedback collection channels,
Review SLA (Service Level Agreement) and processing times through processes and procedures to ensure quality. the consistency and homogeneity of the Customer Experience

Participate in the development of innovative and competitive commercial offers for customers. in line with their real needs;
Ensure the development of knowledge and understanding of the bank’s customers through the analysis of previously collected customer data.
Conduct studies to measure customer satisfaction and monitor corrective actions to improve it
Guarantee the internal propagation of the customer culture, taking into account customer needs and expectations at all levels
Build a differentiated and personalized customer experience on all of the bank’s channels Improve the handling of customer complaints
Organize work to improve the customer journey in the Region;
Define the KPIs allowing the evaluation of the loyalty and satisfaction actions of the targeted customers. Profile
• You have a higher education diploma (BACC 5) in management. Commercial, marketing or banking diploma (ITB)
• You have at least 05 years of banking experience Proven experience in customer relationship management.
• Knowledge
Mastery of the range of products and services intended for individual customers and VSEs
Mastery of sales, prospecting and commercial negotiation techniques
Knowledge: UX (User experience) and Data analysis;
Knowledge of digital technologies and practices
Mastery of project management methodology Mastery of IT tools
Bilingual expression (French and English). Know-how

Managerial skills;
• Ability to communicate and lead a customer relationship;
• Ability to work results-oriented
• Ability to adapt to changes.
Ability to work under pressure
Soft skills
• Rigor and organization
Ability to work in a team
• Sense of planning and organization,
• Effective communication
• Capacity for analysis and synthesis

Send your Curriculum Vitae only by e-mail to recruitment@bicec.com with the subject “recruitment OFFERS AND CUSTOMER EXPERIENCE DEPARTMENT MANAGER”
Deadline for admissibility of applications • Tuesday, August 08, 2023 at 4:30 p.m.