After-Sales Service Department Manager - Casablanca
Company sector : Distribution
COMPANY :
The Label'Vie Group is a subsidiary of the Best Financière Group, a public limited company specializing in the placement and management of securities.
Based in Rabat, the Best Financière Group is organized around 3 areas of activity: Distribution, Commercial Real Estate, and Medical Equipment.
Under Retail Holding, the distribution division includes the distribution of cultural products through the VIRGIN brand, the distribution of clothing products through the KIABI brand, catering through BURGER KING, and food distribution through the Carrefour, Carrefour Market, and ATACADAO brands (brands of the Label' Vie Group).
With over 120 points of sale across more than 27 Moroccan cities, the LabelVie Group is growing very rapidly. It has also experienced significant expansion since the partnership with Carrefour and more recently following the acquisition of Metro, as the Group's size has almost doubled.
Our organization is based on a logic of partial decentralization: BU Carrefour Market, BU Carrefour, BU ATACADAO, and Central Departments.
Company culture :
Groupe Label'Vie - Carrefour is characterized by a culture strongly rooted in collaboration, where people, teamwork, and supportive leadership play a central role. The company promotes a collaborative environment built on trust, accountability, and talent development, enabling employees to contribute fully to collective success. This people-centered approach is complemented by a strong focus on performance, encouraging achievement and results-driven excellence, as well as a structured organization that ensures efficiency and service quality. Innovation further strengthens this balance by fostering adaptability and continuous improvement. Together, these dimensions create a dynamic, engaging, and high-performing workplace.
Job :
Main responsibilities
Reporting to the Store Manager, you will be responsible for managing and developing the After-Sales Service activity, ensuring customer satisfaction and loyalty.
In this role, your main responsibilities will be:
Manage the After-Sales Service activity and guarantee service quality and customer satisfaction.
Oversee the handling of complaints, returns, exchanges, and repair requests.
Ensure follow-up of customer files and compliance with processing times.
Supervise, motivate, and develop your team's skills.
Ensure compliance with internal procedures and commercial policy.
Track performance indicators and implement necessary improvement actions.
Coordinate interventions with suppliers, service providers, and different store departments.
Required profile :
Required profile
Bac+2/3 (Associate's or Bachelor's degree) in business, management, or a related field.
Proven experience in managing an after-sales service department, ideally in large retail or specialized distribution.
Good command of complaint management and customer relations.
Experience in team management and motivation.
Proficiency in performance indicators and reporting tools.
Customer service orientation, leadership, organization, and ability to handle difficult situations.
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