Yassir

CRM Operations Manager

Posted Yesterday

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Algiers, DZA

In-Office

Mid level

Information Technology • Mobile • Consulting

The Role

Manage daily CRM operations, adoption, performance, and continuous improvement. Track customer support KPIs such as SLA, response and resolution times, backlog, productivity, quality, and CSAT. Coordinate with Product and Tech teams on incidents and enhancements, train users, gather operational feedback, test new features, and analyze their impact. The role requires strong communication, coordination, analytical, and reporting skills.

Summary Generated by Built In

Yassir is the leading super App in the Maghreb region set to changing the way daily services are provided. It currently operates in 45 cities across Algeria, Morocco and Tunisia with recent expansions into France, Canada and Sub-Saharan Africa. It is backed (~$200M in funding) by VCs from Silicon Valley, Europe and other parts of the world.

We offer on-demand services such as ride-hailing and last-mile delivery. Building on this infrastructure, we are now introducing financial services to help our users pay, save and borrow digitally.

Helping usher the continent into a digital economy era. We’re not just about serving people - we’re about creating a marketplace to bring people what they need while infusing social values.

Rattachement : Operations / Customer SupportRôle : Le CRM Operations Manager sera rattaché aux équipes Opérations et travaillera en étroite collaboration avec Product, Tech, Data et les équipes opérationnelles. Il sera le point de référence pour le pilotage quotidien du CRM, son adoption et son amélioration continue.Responsabilités principales

Pilotage du CRM & Performance

Assurer le pilotage quotidien du CRM, son utilisation et sa performance.

Suivre les principaux KPIs opérationnels : SLA, First Response Time, Resolution Time, Backlog, Productivity, Quality, CSAT, etc.

Identifier les dysfonctionnements, écarts de performance et opportunités d'amélioration.

Coordonner avec les équipes Product & Tech les incidents, feedbacks et évolutions.

Adoption & Amélioration continue

Accompagner les équipes dans l'utilisation du CRM via des formations, refresh et supports utilisateurs.

Développer des initiatives innovantes et ludiques pour favoriser l'adoption.

Recueillir les feedbacks du terrain et les transformer en améliorations concrètes.

Tester et suivre les nouvelles fonctionnalités afin de mesurer leur impact opérationnel.

Profil recherché

3 à 5 ans d'expérience en Operations, Customer Support, CRM, Product Operations ou Project Management.

Bonne maîtrise des KPIs opérationnels et compréhension des environnements Customer Support.

Expérience dans le pilotage ou l'accompagnement d'un outil opérationnel.

Esprit analytique, structuré et orienté résultats.

Excellentes capacités de communication et de coordination.

Maîtrise des outils de reporting et capacité à analyser les données opérationnelles..

At Yassir, we believe in the power of diversity and the importance of an inclusive culture. So, if you're ready to bring your unique perspective and experiences to the table, then we're excited to listen.

Don't just apply for a job, come and be a part of our journey. Let's create a better tomorrow together.

We look forward to receiving your application!

Best of luck,

Your Yassir TA Team

Skills Required

3 to 5 years of experience in Operations, Customer Support, CRM, Product Operations, or Project Management
Strong knowledge of operational KPIs and customer support environments
Experience managing or supporting an operational tool
Analytical, structured, and results-oriented approach
Excellent communication and coordination skills
Proficiency with reporting tools and ability to analyze operational data

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The Company

HQ: Palo Alto, California

1,213 Employees

What We Do

Yassir is the leading super App in the Maghreb region set to changing the way daily services are provided. It currently operates in 45 cities across Algeria, Morocco and Tunisia with recent expansions into France, Canada and Sub-Saharan Africa. It is backed (~$200M in funding) by VCs from Silicon Valley, Europe and other parts of the world. We offer on-demand services such as ride-hailing and last-mile delivery. Building on this infrastructure, we are now introducing financial services to help our users pay, save and borrow digitally. Helping usher the continent into a digital economy era. We’re not just about serving people - we’re about creating a marketplace to bring people what they need while infusing social values