How long does this certification take?

The programme takes 11 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Advanced Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Social Customer Relations and Reputation Expert in Tunisia

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Social Customer Relations and Reputation Expert

Certified Social Customer Relations and Reputation Expert: industry context, trends and professional standards
Corporate governance principles and purpose
Governance, risk and compliance (GRC)
The regulatory and legal environment
Stakeholders, agency and accountability
Codes, standards and best practice (OECD)
Professional roles and ethics
Governance and organisational value
Public, private and non-profit governance
Trends: ESG, transparency and stakeholder capitalism
Career pathways and professional development

Board Effectiveness and Information

Board effectiveness and the quality of board information
Policy that changes behaviour
Assurance mapping and avoiding duplicate assurance
Conflicts of interest
Regulatory and legal duty
Fair treatment of stakeholders
Professional standards and self-regulation
Governance and compliance KPIs
Risk and control effectiveness metrics
Benchmarking against standards
Maturity and capability assessment
Continuous improvement of controls
Assurance and audit outcomes
Stakeholder trust and reputation metrics
Driving measurable governance improvement

Conflicts, Conduct and Speak-Up

Conflicts of interest and related-party transactions
Whistleblowing and speak-up channels
Investigating misconduct
Leading governance projects and change
Team leadership in governance
Governance transformation and reform
Building governance maturity
Institutional strengthening
Culture, ethics and behaviour change
Regulatory and digital transformation
Managing resistance and capability
Public-sector and institutional reform
Sustaining reform and benefits
Measuring governance improvement
Professional ethics and integrity

Policy and Behaviour

Policy that changes behaviour
Controls that work versus controls that exist
Designing and testing a compliance programme
Business ethics and ethical frameworks
Codes of conduct and values
Anti-bribery and anti-corruption
Fraud prevention and detection
Whistleblowing and speak-up
Transparency and disclosure
Ethical decision-making
Integrity due diligence
Building an ethical culture
Consumer rights and protection law
Fair treatment and market conduct
Competition and antitrust

Entity Context and Assurance

Governance in state, donor-funded and family-owned entities
Assurance mapping and avoiding duplicate assurance
Board effectiveness and the quality of board information
Impact measurement and disclosure
Stakeholder and investor engagement
The three lines model and who owns risk
Risk appetite and tolerance in practice
Regulatory mapping and horizon scanning
Board and executive reporting
Regulator and investor relations
Policy and public engagement
Professional writing and briefings
Influencing and advising leaders
Managing sensitive disclosures
Crisis and reputation communication

Three Lines and Risk Ownership

The three lines model and who owns risk
Risk appetite and tolerance in practice
Assurance mapping and avoiding duplicate assurance
Capstone scoping: a real governance or policy issue
Analysis and diagnostic assessment
Designing a governance, compliance or policy solution
Risk, legal and feasibility analysis
Implementation and assurance plan
Monitoring, evaluation and reporting
Stakeholder engagement plan
Directors' duties and responsibilities
Company secretarial practice
Governance in different ownership models
Regulatory mapping and obligations
Enterprise risk management (ERM)

Controls and Compliance Programmes

Controls that work versus controls that exist
Designing and testing a compliance programme
Regulatory mapping and horizon scanning
Consent, rights and data subject requests
Digital ethics and responsible AI
Cybersecurity governance
Cross-border data and transfers
Data breach and incident governance
Building trust through data governance
Internal controls and assurance
Managing regulator relationships
Compliance reporting and disclosure
Building a compliance culture
Policy cycle and evidence-based policy
Problem definition and analysis

Market Conduct

Balancing business and consumer interests
Know Your Customer and enhanced due diligence
Data protection and customer privacy
Data, analytics and customer insight
Customer segmentation and needs analysis
Customer journey and experience design
Managing user and customer expectations
Customer journey mapping and service design
Customer retention, loyalty and lifetime value
Market research and customer insight methods
Voice of the customer and acting on feedback
Customer (employee/manager) satisfaction
Jobs to be done and customer insight
Analytical techniques and bias
Customer data and CRM

Safety and Environment

Public health programmes: prevention and outreach
Financial reporting frameworks (IFRS/GAAP)
Healthcare quality, safety and accreditation
Health financing: budgets, insurance and out-of-pocket realities
Procurement and stock management for health commodities
Risk assessment and safety planning
The project environment and stakeholders
Health, safety and compliance in delivery
Market analysis and environmental scanning
Brand safety and responsible marketing
Customer and brand health metrics
Integrated and sustainability reporting
Contractor and visitor safety
Predictive safety analytics
Automation and safety technology

Records and Documentation

Information lifecycle and records management
Knowledge management and capability building
Incident reporting and record-keeping
Customer retention in the vehicle ownership cycle
Vehicle documentation, compliance and consumer protection
Health records, data and confidentiality
Record-keeping and data protection
Data, records and confidentiality tech
Lessons learned and knowledge management
Professional documentation and presentation
Customer success and retention
Relationship management and retention
Retention, loyalty and lifetime value
Professional and technical documentation
Process and control documentation

Ethics and Anti-Corruption

Ethical supply chains
AI, ethics and algorithmic accountability
Ethics and responsible leadership
Professional standards and ethics (CIPS)
Ethics and professional conduct in security
Ethics in tax practice
Ethics, transparency and reputation
Ethics and treating customers fairly in insurance
Regulation, ethics and misinformation in media and telecoms
Ethical principles and codes of practice
Sustaining ethical, effective practice
Conflict resolution and negotiation
Professional standards and ethics
Marketing and sales ethics
Conflicts of interest and transparency

Public and Donor Context

Public consultation and engagement
Real estate marketing channels and property portals
Real estate regulation, licensing and professional conduct
Real estate development and project appraisal
Proposal development and donor reporting
Procurement and asset management under donor rules
Preparing financial statements
Interpreting financial statements
Psychoeducation and public communication
Media and public communication
Management accounts and dashboards
Facilitation, training and public presentation skills
Financial statement and cash-flow analysis
Presentation and public speaking
Financial statements and the accounting equation

Standards and Certification

Data governance and quality
Data quality and stewardship
Traceability, certification and export requirements
Data quality, analysis and reporting
Sustainability certification and standards
Traceability, recall and quality assurance systems
Quality management systems and audits
Quality monitoring and coaching
Coaching and quality monitoring
Service quality and turnaround metrics
Quality assurance of audit
Budget vs actual and variance
Quality and delivery metrics
Delivery, quality and stakeholder plan
Quality planning and assurance

Governance Practice

Emerging governance technologies
Risk-based internal audit
Audit planning and execution
Control testing and evidence
Data governance frameworks and roles
Data privacy law and compliance (GDPR)
Research methods for policy
Regulatory impact assessment
Policy development and drafting
Data analytics for assurance
Regulatory technology (RegTech)
Cybersecurity and information governance
Compliance monitoring systems
NGO governance, boards and registration
How insurance works: risk pooling and the value chain

Legal and Regulatory

Contract governance and compliance
Vendor, venue and supplier contracting for events
Cost and profitability analysis
Forecasting and planning
Subcontractor and supplier management
Data visualisation for finance
Legal responsibilities and professional bodies
Goal setting and contracting
Stakeholder rights and fair treatment
Procurement and contract value
Procurement and contract management
Contract types and risk allocation
Contract administration and variation
Contract performance and exit
Market access, buyers and contract farming

Financial Oversight

Accountability and transparency
Budgeting techniques and the budgeting cycle
Flexible budgets and rolling forecasts
Responsibility accounting and cost centres
Cost reduction and efficiency programmes
Capital budgeting: NPV, IRR and payback
Cost of capital and WACC
Capital structure and financing decisions
Financial modelling and scenario analysis
Continuous improvement of finance processes
Budgeting, forecasting and variance analysis
Value proposition design and messaging
Marketing planning and budgeting
Marketing and sales: scope, roles and value
Value-based and dynamic pricing

Risk and Resilience

Risk identification and analysis
Qualitative and quantitative risk analysis
Risk response and contingency
Managing growth, risk and resilience
Implementation planning and risk management
Enterprise risk management in banks
Credit risk measurement and mitigation
Liquidity risk and asset-liability management
Operational risk and resilience
Decision support and insight
Model risk and provisioning (IFRS 9)
Wellbeing and resilience coaching
Financial risk in projects
Business continuity and crisis management
Interest-rate risk and gap analysis

Data and Reporting

Reporting and disclosure tools
Findings, reporting and remediation
Data protection and privacy
Board reporting and information flows
Governance of ESG and reporting
Cost, quality and cycle-time metrics
Data ethics, privacy and responsible analytics
Management and board reporting
Communicating financial results
Leading and lagging metrics
Environmental monitoring and reporting
Metrics and reporting
Data migration and cleansing
Stakeholders and users of financial information
Management reporting and decision support

Stakeholders and Oversight

Stakeholder and impact analysis
Customer and community engagement
Regulatory duty and accountability
Regulatory compliance and central-bank rules
Regulatory reporting and audits
Regulatory liquidity ratios (LCR, NSFR)
Stakeholder mapping and business partnering
Stakeholder communications
Stakeholder mapping and engagement
Accounting concepts, principles and the regulatory landscape
Shareholder and stakeholder rights
Compliance and regulatory projects
Stakeholder identification and analysis
Stakeholder engagement strategy
Reporting and dashboards

Leadership and Decisions

Storage, drying and stock management
Value addition and processing decisions
Team leadership in field and project settings
Psychodynamic and psychoanalytic approaches
Housing, welfare and environmental management
Pasture, forage and rangeland management
Dairy, poultry, and small-ruminant enterprise management
Data-driven decision support and analytics
Omnichannel and channel management
Queue management and service flow
Workforce management and scheduling
Sanctions screening and PEP management
Relationship management and cross-selling
Sales performance and pipeline management
Liquidity and funding management

People and Conduct

Treating customers fairly and market conduct
Customer and employee satisfaction
Bribery, corruption and conduct risk
Training needs analysis
Career and talent development
Capability and skills frameworks
Ethics, confidentiality and professional conduct in HR
Employee engagement models and drivers
Training needs analysis and learning strategy
The employee lifecycle and HR value chain
Strategic workforce planning and demand forecasting
Roles, standards and professional conduct
Workforce planning and scheduling
Employee experience and engagement
Training and capability building

Operations and Quality

Attachment and developmental theory
Service quality and the passenger experience in transport
Tariffs, regulation and the economics of essential services
Mineral processing and beneficiation
Quality management on site: inspections, hold points and defects
Reporting quality and governance
Evidence-based improvement
Outcome and process measures
Project management standards (PMI, PRINCE2)
Continuous improvement and retrospectives
Driving measurable delivery improvement
The vehicle sales process from enquiry to delivery
Industrial utilities, energy and process safety interfaces
Costing production: standard costs, variances and the true cost of scrap
Continuous improvement and optimisation

Programmes and Change

Professional roles, boundaries and settings
Designing a safety programme or control
Emergency preparedness and response planning
Policy, planning and objectives
Discovery-driven planning and assumption testing
Scenario planning and foresight
Negotiation strategy and planning
Programme governance
Tax planning vs avoidance vs evasion
Keeping current with tax change
Programme cycle management in NGOs
Capacity planning and line balancing
Projects and expansion: connecting the unserved
Range planning and category management
Mine planning and methods: surface and underground

Technology and Data Risk

GRC platforms and technology
Digital disruption and modern go-to-market
Digital and data-driven go-to-market
Digital marketing strategy
Email and marketing automation
Marketing technology stack
CRM and marketing automation platforms
Scaling technologies and business models
Digital and market transformation
Digital and self-service transformation
Closed-loop feedback systems
Managing boundaries and dual relationships
Water supply systems: sources, treatment and distribution
Telehealth and digital care delivery
Peer support and consultation

Third Parties and Procurement

Digital procurement and the future of the profession
Sustainable procurement principles and standards
Fair trade and responsible supply
Ethical frameworks and codes of practice
Conflicts of interest and procurement ethics
Vendor selection and management
Input supply, agro-dealers and last-mile distribution
Negotiation with vendors
Supply market analysis
Supply analysis, gaps and scenario planning
Procurement and supply chain: scope and value
Procurement’s contribution to organisational strategy
The procurement cycle and operating models
Procurement maturity assessment
Driving measurable procurement value

Sustainability and ESG

Carbon markets and climate finance
Monitoring sustainability outcomes
Monitoring, evaluation and sustainability plan
Social media customer care
Responsible and sustainable banking
Social performance and outreach
Sustainable and green banking
Emerging assurance areas (ESG)
Corporate social responsibility communications
Sustainability, ESG and integrated value
Responsible and sustainable governance
Sustainability and responsible sourcing
Embedding sustainability in sourcing
Mine water, tailings and environmental management
Social media management: platforms, communities and algorithms

Communication and Disclosure

Communicating technical information to diverse audiences
Professional report writing and presentation
Communication and interpersonal skills
Influencing and presenting insights
Professional and persuasive communication
Transaction monitoring and suspicious reporting
Presenting and influencing
Control monitoring and reporting
Ethics in communications
Communications strategy and planning
Internal communications
Transparency, fairness and value for money
Risk registers and reporting
Tax provisioning and reporting
The media and telecommunications landscape

Strategic Context

Pricing strategy
Data-driven growth
Building strategic customer relationships
Competitive and market intelligence
Translating insight into strategy
Duty of care and risk management
Complaints, accountability and fitness to practise
Customer experience strategy
Competitive bidding processes
Financial inclusion strategy
Strategic analysis: PESTLE, SWOT and Porter’s Five Forces
Turning strategy into results
Digital transformation and IT strategy
Client feedback and satisfaction
Competitive bidding and tender management

Workforce Governance

The sales pipeline and forecasting discipline
CRM, sales operations and data discipline
NGO financial management and budget-versus-actual discipline
The customer experience (CX) discipline
Governance frameworks and codes
Regulatory change management
Product safety and standards
Environmental governance and climate risk
Leadership and management development
Reward strategy and total reward frameworks
Continuous feedback and performance conversations

International and Sanctions

International and cross-border tax
Global sourcing and international trade
Brand and reputation as strategic assets
Growth strategy and demand generation
Innovation and new product launch
Governance of campaigns and spend
Managing price and discount governance
Market and customer analysis
Designing a marketing or sales strategy
Marketing strategy and the mix
Brand strategy, identity and equity

Frequently Asked Questions

Common Questions

What is the CSCR2 certification?

Yes. GLI certifications are recognised across 100+ countries and are aligned with OECD principles, ISO and recognised governance and compliance standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

Who should enrol in the CSCR2?

This certification is ideal for Governance and Compliance Officers, Policy and Regulatory Analysts, Risk and Audit Professionals and Company Secretaries and Board Advisors, and other professionals seeking to formalise their expertise in corporate governance, compliance, policy and accountability with a globally recognised credential.

How long does the CSCR2 certification take to complete?

The programme is structured over 11 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CSCR2 internationally recognised?

What is the cost of the CSCR2 certification?

The Certified Social Customer Relations and Reputation Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CSCR2 certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CSCR2?

The Certified Social Customer Relations and Reputation Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CSCR2?

The Certified Social Customer Relations and Reputation Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CSCR2 while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CSCR2?

Graduates progress towards senior governance, compliance and policy-leadership roles. The CSCR2 strengthens your expertise in corporate governance, compliance, policy and accountability and positions you for advancement across corporates, regulators, government and civil-society organisations.

Certified Social Customer Relations and Reputation Expert