Ahmad Altamimi

Key Responsibilities:
□ Develop MENA short-/long- term digital strategies with clear objectives and tactics.
□ Develop MENA online channels such as Mobile Apps, contents, self-service, live chat ...
□ Study market situation, segmentation and align business strategy thru proper communication channels.
□ Work with digital marketing managers to develop digital strategy (Display/PPC, Social Media, SEM, SEO & E-mail).
□ Ensure campaigns are executed based on planned strategy to achieve targeted ROI.
□ Ensure campaigns effectiveness and amend any misalignment with proper action plans.
□ Design, build and maintain an engaging social media presence of the company.
□ Ensure proper communications are delivered thru all digital channels.
□ Develop proper metrics (KPIs) to evaluate performance with proper interactive presentation.
□ Use data analytic tools to build actionable insights, use the insights to improve UX at all touch points
□ Develop contents strategy to deliver dynamic and valuable contents across all touch points.
□ Present strategy, operation status and business cases to top-level management.
□ Create synergies with e-commerce to support sales.
□ Support and plan company digital transformation for communication channels.
□ Regular visits to MENA countries to gather insights and strengthening relationships with key regional partners.
□ Proactive engagement with Samsung agencies, distributors and business partners.
□ Manage the communication with external and internal stakeholders (managers, agencies, partners ..).
□ Develop, plan and Support digital transformation projects.
□ Work with IT department to manage website technical structure, design, aesthetics and testing (A/B).
□ Study and monitor competitors status and progress, set up proper plans to stay ahead.
□ Enhance team skills and provide proper coaching and mentoring.
□ Stay attuned to digital trends, best practices and tech innovations; refine infra and develop strategies (always ahead of competition!).

- Lead region’s technical and service operation, monitor partners’ performance (distributors) thru related KPIs and customer satisfaction levels for MENA region.
- Maintain regular communication with assigned partners over MENA to share KPIs status, projects progress and products performance in the market.
-Lead new projects and contracts process to ensure seamless end-to-end delivery of complex solutions for better customer satisfaction based on SLA (Service level Agreement/contract deliverables).
- Monitor P&L situation for assigned partners to sustain a reliable service network in MENA to service Samsung Smartphones.
-Rigorous pursuit product and service quality; continuously monitor data and set up early warning processes and improvement plans.
- Conduct frequent audits at different levels (technical set up, repair process, systems usage, manpower efficiency, spare parts availability, ...) to find any deviations or conflicts, then set up a continuous improvement plan and execute it with partners support. Frequent reports are shared between Samsung and the partners on status and expectation.
-Lead new projects and contracts that require technical support and evaluate technical solutions such as integrating processes with partners. Accordingly, ensure no side effect exists and solve any related problem.
-Develop MENA short-/long- term strategies with clear vision to ensure countries commitments to targets and business partners’ motivation to achieve strategy objectives.
-Proactive engagement and conduct regularly scheduled meetings and ad hoc communications with key personnel in the partners operations.
-Be a customer advocate within Samsung by properly representing the issues and severity to drive the resolution of complex operational and organizational problems.
- Work with key accounts (partners) service mangers in the development of contract requirements to design proper solution and ensure customers satisfaction of the results.
-Ensure clarity of service procedures, systems, KPIs, and adherence of business partners with company procedures, policies and guides to achieve customers’ satisfaction as an ultimate goal of all digital service channels.
-Provide escalation support on issues and ensure prompt resolution according to SLAs.
-Investigate and document multi-faceted complex problems, and analyze data, logs, and testing results to help identify root cause to fulfill project needs and solve customer issues.
-Ensure partner receives all expected deliverables in excellent quality and keep communication channels to ensure highest levels of satisfaction.
- Prepare and present monthly operational service reviews to the partners and management. Report major service level metrics and agreed KPIs in the meetings to ensure clear communications and improve performance accordingly.
- Ensure excellent customer support is provided; assist with incidents management and escalations, contract management, and tactical delivery and execution of post-sales support activities.
- Document all projects requirements, deadlines, expectations, capacity, crisis management, escalation process, problems reporting management and other requirements to ease up internal and external future communications.
- Assist the sales team with renewals, upgrades, or other opportunities to increase the Samsung presence and market share with partners by meeting expectation and provide high quality deliverables.

Manage new products launching with coordination between PM & MM. On the other hand, doing the required pre-launching accreditation and QA (field test).

work with umniah mobile operator for four months, in the transmission and RF planning departments.