We're hiring: Client Experience Manager | Moroccan Brothers | Marrakech
** English must be exceptional for this job role ****
You will run two of our five departments, Sales and Client Success, working one-to-one with our founders, Jamal and Ousama.
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ROLE AT A GLANCE
• Job title: Client Experience Manager
• Company: Moroccan Brothers
• Employer: Belgravia Residence SARL
• Reports to: Hind, Executive Manager
• Works closely with: Jamal Eddine Manar (Founder) and Ousama Zakaria Bassi (Co-founder)
• Salary: 6,000 MAD gross per month
• Working days: Monday to Saturday, Sunday off
• Working hours: Monday to Friday 09:00 to 18:00 (one-hour break), Saturday 09:00 to 13:00.
44 hours a week
• Location: Guéliz office, Marrakech
• Contract: Permanent (CDI), with a probation period
• Instagram: Moroccan Brothers
• Website: https://www.instagram.com/moroccan_brothers/?hl=en-gb
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ABOUT MOROCCAN BROTHERS
Moroccan Brothers is an online coaching business that helps clients, mostly investors living abroad, buy and run property in Morocco. Our founders coach clients through the whole process, and our team in Marrakech does the hands-on work.
Every client follows the same journey:
They find us through our ads. Clients see our content and adverts on Instagram and social media, then book a call.
They speak to the founders. Jamal or Ousama runs a sales call and the client joins our programme.
We source their property. We find suitable properties, book viewings with local agents and help the client buy or lease.
We get the unit up and running. Hind, our Executive Manager, sets up the property and launches it as a short-term rental through our property company.
We run it day to day. Hind's operations and conciergerie team look after guests, cleaning and maintenance, while the client gets support from us on Slack.
Your job sits at steps 1 to 3: you turn leads into booked and attended calls, and you look after clients once they join.
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HOW THE TEAM IS STRUCTURED
The business runs as five departments, all managed by Hind.
Founders: Jamal and Ousama
Run sales calls and coach clients
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Hind, Executive Manager
Manages all five departments
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THIS ROLE: Client Experience Manager
• Department 1: Sales (leads, follow-ups, CRM, founders' calendars)
• Department 2: Client Success (Slack support, check-ins, property viewings)
RUN BY HIND AND HER TEAM
• Department 3: Operations
• Department 4: Conciergerie
• Department 5: New unit launches
You report to Hind but work with Jamal and Ousama every day.
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DEPARTMENT 1: SALES
Your sales goal is to get every lead onto a call with Jamal or Ousama, make sure they turn up, and keep the CRM accurate. You will also act as PA to both founders by running their calendars.
Handling every lead
Respond straight away. When a new lead comes in, you are notified. Create a WhatsApp group for the lead and reply to them quickly.
Follow the SOP. Use our SOP, scripts and frameworks for every message and every stage.
Follow up. Chase leads who go quiet until they book a call.
Make sure they attend. Send confirmations and reminders so the lead turns up to the meeting.
Update the CRM. When the founder finishes the call, log the outcome and next steps in the CRM the same day.
Chase after the call. Follow up with leads who have had their call but not yet joined.
Rescue no-shows. Contact every lead who misses a meeting and rebook them.
PA to the founders
• Manage Jamal's and Ousama's calendars: book, move and confirm their calls.
• Follow up on every meeting in their calendars so nothing is missed.
• Keep both founders briefed on what is coming up and where each lead stands.
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DEPARTMENT 2: CLIENT SUCCESS
Once a client joins, you are their first point of contact. Your goal is to keep every client answered, moving forward and happy.
• Answer client questions on Slack. Manage enquiries on our client Slack channel and reply quickly and accurately.
• Chase and check in. Follow up with clients regularly to see how they are getting on and where they are stuck.
• Track progress. Keep an eye on how each client is performing and flag anyone who needs help from the founders.
• Book property viewings. Contact estate agents, arrange viewings for our clients and book them in for our team.
• Work with Hind. Coordinate viewings and handovers with Hind so properties move smoothly into operations.
• Keep records up to date. Log every client conversation and viewing in the CRM.
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DAY TO DAY
• Morning: check new leads and reply, review Jamal's and Ousama's calendars for the day, send meeting reminders.
• Through the day: answer client questions on Slack, chase leads and no-shows, contact agents and book viewings.
• After each call: update the CRM and set the next follow-up.
• End of day: brief the founders on tomorrow's calls and any client who needs attention.
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WHO YOU WORK WITH
• Hind, Executive Manager, is your direct manager. She sets your priorities and reviews your performance.
• Jamal (Founder) and Ousama (Co-founder) run the sales calls and coach clients. You work with them one-to-one every day.
• The operations team under Hind handles properties once clients have bought.
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WHAT WE EXPECT
• Follow the SOP and frameworks at all times.
• Reply to leads and clients quickly, every working day.
• Keep the CRM complete and accurate.
• Clear, professional communication in English. French and Arabic are a strong advantage.
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Non negotiables
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Look forward to speaking
