Customer Service Department Head Position at Moroccan National Railways Office

Career Opportunity at Moroccan National Railways Office

The Office National des Chemins de Fer (ONCF) announces a recruitment competition for the position of Customer Service Department Head, representing an exceptional professional opportunity for specialists in digital marketing and customer relationship management. This senior management role serves as a key element in enhancing customer experience and optimizing railway services across Morocco.

Essential Position Information

Recruitment occurs through external competition under code C41288/26, with one vacant position within the Relational Marketing Department. The primary workplace will be in Rabat, with field travel anticipated according to operational requirements. The application deadline for online submission through the dedicated portal is March 31, 2026, at 23:00.

Core Responsibilities and Duties

The Customer Service Department Head will oversee a range of strategic and operational responsibilities including:

• Deploying and managing digital systems dedicated to customer relationship and assistance across ONCF platforms
• Designing and implementing innovative digital services aimed at improving customer experience and satisfaction
• Developing and executing segmented customer contact plans in coordination with marketing teams
• Implementing and optimizing multichannel relational campaigns including email, SMS, notifications, and social media
• Configuring and managing automated and personalized communication scenarios such as welcome packages and customer follow-ups
• Supervising customer complaint resolution and directing back-office team activities
• Analyzing relational campaign performance and proposing continuous improvement mechanisms for customer experience

Required Qualifications and Experience

Candidates must hold a BAC+5 degree (Engineering School, Business School, or University) in marketing, management, digital transformation, information systems, or equivalent specialties related to services, mobility, or systems engineering. A minimum of five years' experience in customer relationship, digital marketing, CRM, or digital project management is required, with preference given to experience in transportation or mobility sectors.

Technical and Behavioral Competencies

The ideal candidate should demonstrate:

• Mastery of customer relationship tools and practices
• Strong knowledge of digital customer relationship systems
• Ability to design and manage relational campaigns
• Proficiency in CRM and marketing automation tools
• Capacity to analyze customer data and key indicators
• Experience in team leadership and activity coordination
• Ability to work cross-functionally with marketing and commercial teams
• Aptitude for structuring and improving complaint management processes

Application Procedure

Interested candidates must submit their applications exclusively through https://oncf.etalent.ma/ with the following documents:

• Copy of academic diploma
• Copy of electronic national identity card
• Updated curriculum vitae
• Work certificate(s) covering all required years of experience

Only diplomas issued by public institutions or those with equivalence certificates from competent authorities will be eligible. Any incomplete application or dossier not matching the required profile will be automatically rejected.

About ONCF

The Moroccan National Railways Office is a public institution managing the national railway network, playing a central role in developing sustainable transportation and mobility in Morocco. The organization continuously works to modernize its infrastructure and improve services, providing a dynamic work environment with diverse professional challenges.

This position offers an opportunity to join a specialized team in a professional environment that values competencies and encourages innovation and career development. The role provides excellent career growth prospects within an established institutional structure recognized in the Moroccan employment market.