CRM Operations Manager

Yassir
Algiers
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 3-5 yearsSkills: ["Analytical mindset","Structured","Results-oriented","Communication","Coordination","Reporting","Data analysis"]

Own the daily operations of the CRM, ensuring its adoption, performance, and measurable outcomes. Track operational KPIs such as SLA, first response and resolution times, backlog, productivity, quality, and CSAT. Identify gaps, coordinate with Product and Tech on incidents and feedback, and run CRM training and support. Gather frontline feedback, test new CRM features, and translate them into continuous operational improvements.

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FursaFursa
Yassir
Yassir
1 day ago

CRM Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Own the daily operations of the CRM, ensuring its adoption, performance, and measurable outcomes. Track operational KPIs such as SLA, first response and resolution times, backlog, productivity, quality, and CSAT. Identify gaps, coordinate with Product and Tech on incidents and feedback, and run CRM training and support. Gather frontline feedback, test new CRM features, and translate them into continuous operational improvements.
Location: Algiers
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations

Key Responsibilities

  • •Ensure day-to-day CRM operation, usage, and performance.
  • •Monitor operational KPIs including SLA, first response time, resolution time, backlog, productivity, quality, and CSAT.
  • •Identify performance issues and improvement opportunities, and coordinate with Product & Tech on incidents, feedback, and evolutions.
  • •Drive CRM adoption through training, refreshes, and user support, including innovative initiatives.
  • •Collect frontline feedback, test new CRM functionalities, and measure their operational impact.

Key Requirements

  • •3 to 5 years of experience in Operations, Customer Support, CRM, Product Operations, or Project Management.
  • •Strong understanding of operational KPIs (e.g., SLA, First Response Time, Resolution Time) and Customer Support environments.
  • •Experience piloting or supporting an operational tool.
  • •Analytical, structured mindset with a results-oriented approach.
  • •Excellent communication and coordination skills, plus the ability to report and analyze operational data.
Experience:3-5 years
Skills:Analytical mindsetStructuredResults-orientedCommunicationCoordinationReportingData analysis

Company Brief

Yassir
Yassir is a North African super app offering ride-hailing, delivery, and fintech services. It connects riders, couriers, and merchants through a mobile platform focused on emerging markets across Africa.
Industry: Mobility Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Algiers, Algeria
Founded: 2017
Website