Customer Experience Manager Job Vacancy in Ouargla, Algeria – Retail

Job Description

Position:Customer Experience Manager

Company:Marjane Holding

Location:Ouargla, Algeria

Experience:5+ years in customer service or retail management

Education:Bachelor’s degree in Business Administration, Marketing, or related field

Employment Type:Full-time

Industry:Retail

Department:Customer Experience

Salary:180,000 – 250,000 SSP per month

Vacancies:1

Company Overview

Marjane Holding is a leading retail conglomerate in Algeria, operating a network of hypermarkets and supermarkets that serve millions of customers nationwide. With a strong commitment to quality, affordability, and community development, Marjane has become a trusted brand for everyday shopping needs. The company continuously invests in modern retail technologies, sustainable practices, and employee development, positioning itself as a top employer for ambitious professionals seeking career growth in the dynamic retail sector. As part of its expansion strategy, Marjane is enhancing its presence in the southern regions, including Ouargla, to bring premium shopping experiences to new markets. This focus on regional growth creates exciting opportunities for talent across various functions, especially in customer experience, where the company aims to set new standards for service excellence. By joining Marjane, you become part of a forward‑thinking organization that values innovation, diversity, and the empowerment of its workforce, contributing to the broader economic development of Algeria.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of customer service strategies across Marjane’s Ouargla stores. Reporting to the Regional Operations Director, you will be responsible for ensuring that every shopper receives a seamless, personalized, and satisfying experience, from entry to checkout. This role involves close collaboration with store managers, merchandising teams, and digital platforms to align in‑store and online touchpoints. You will also analyze customer feedback, monitor key performance indicators, and develop action plans that drive loyalty and increase sales. For more information about Marjane’s vision and values, visit the official website at Algeria Job Search. This position is a critical component of Marjane’s commitment to delivering world‑class retail experiences and supports the company’s broader mission of becoming the preferred shopping destination in Algeria.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy tailored to the Ouargla market.
• Lead a cross‑functional team to implement service standards, training programs, and performance metrics.
• Monitor and analyze customer satisfaction data, Net Promoter Scores, and complaint trends to identify improvement areas.
• Collaborate with merchandising, marketing, and e‑commerce teams to ensure consistent brand messaging across all channels.
• Design and oversee mystery shopper programs and regular store audits to assess service quality.
• Implement loyalty programs and personalized communication initiatives that boost repeat visits.
• Prepare monthly and quarterly reports for senior leadership, highlighting achievements, challenges, and actionable insights.
• Stay updated on retail best practices and emerging technologies that enhance the shopper journey.

Required Skills

• Strong leadership and people‑management abilities with a focus on coaching and development.
• Excellent analytical skills to interpret data and translate insights into strategic actions.
• Proficiency in CRM and retail management software; familiarity with SAP Retail or similar platforms is a plus.
• Exceptional communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Customer‑centric mindset with a passion for delivering outstanding service.
• Ability to manage multiple projects simultaneously in a fast‑paced environment.
• Fluency in Arabic and French; English proficiency is advantageous.

Education

A Bachelor’s degree in Business Administration, Marketing, Retail Management, or a related discipline is required. Candidates with a Master’s degree or relevant certifications in Customer Experience Management will be given preference.

Experience

Minimum of five years of progressive experience in customer service, retail operations, or experience management, with at least two years in a supervisory or managerial role. Proven track record of improving customer satisfaction metrics in a large‑scale retail environment is essential.

Salary

The compensation package ranges from 180,000 to 250,000 SSP per month, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the total rewards structure.

Benefits

• Health insurance coverage for employee and dependents.
• Retirement savings plan with company contributions.
• Annual paid leave and additional holidays aligned with Algerian labor law.
• Employee discount program across all Marjane stores.
• Transportation allowance for commuting to the Ouargla location.

Training

• Comprehensive onboarding program covering company culture, systems, and customer experience standards.
• Ongoing professional development workshops on leadership, data analytics, and retail innovation.
• Access to e‑learning platforms and industry conferences to stay ahead of retail trends.

Working Environment

Marjane offers a collaborative and inclusive workplace where creativity and initiative are encouraged. The Ouargla store operates in a modern retail space equipped with the latest technology, providing a dynamic environment for both staff and customers. Employees benefit from a supportive management team, clear career pathways, and a culture that celebrates diversity and continuous improvement.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online application portal on the Marjane Careers page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for a virtual interview followed by an on‑site assessment at the Ouargla location.

Equal Opportunity Statement

Marjane Holding is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, ethnicity, religion, disability, or any other protected characteristic. All qualified applicants will receive consideration for employment without discrimination.