تأمر Mokhles

Voice Of Customer & Customer Insights Manager في Mobily - Etihad Etisalat Company

• المملكة العربية السعودية - الرياض
• أشغل هذه الوظيفة منذ يوليو 2012

Key Responsibilities:

 Concluding & demonstrating a 360c review of both brand and market, through interpretation of research studies, Voice of Customer outputs, competitive Intelligence, and social media initiatives

 Concluding & reporting marketing activities to solve any drop in any of 'Sale’s or ‘Customer satisfaction’ via online and offline channels
 Capturing & analyzing the current customer experience level across all the touch points. Forecasting and providing a clear road map to develop & enrich it
 Pre & Post testing marketing & branding initiatives (New products/services, Revamped products/services, Offline & Online communication campaigns/Ads, Promotional campaign/offers, ..etc)
 Providing internal stakeholders with accurate SWOT analysis/performance bond for Mobily & competitions, along with a clear/actionable way forward to improve our customers’ experience

Responsibilities cover the following three areas:

Marketing Research
Managing research projects, handling customized researches done in-house, back Check champion-Developed & implementing the FW back check plan for 2013

Social Media
Managing Mobily SM monitoring platform, providing daily reports, weekly& quarterly reports, along with the way forward to Internal SH.

Voice of Customer
Analyze consumers’ feedback, integrating with the research output, tracking, reporting, and presenting the customer satisfaction report outlining the conclusions, recommendation & way forward to improve the offered services/products

Achievements:
2013 Winners of 3 AMEC awards - Global best practice in social media measurement

Senior Executive في The Nielsen Company (ACNielsen) – Kingdom of Saudi Arabia

• المملكة العربية السعودية - الرياض
• سبتمبر 2008 إلى يوليو 2012

Profession flow

Sep., 08 - Dec., 10 - Joined the Quantitative team in KSA
Oct., 10 - Training with Egypt Qualitative Team
Jan., 11 - Mar., 11 - Joined the Qualitative. Team in UAE for a Short term Assignment
Mar., 11-Jul., 12- Return to KSA as a dual role Quan./ Qual.

Job responsibilities include:

1. Developing appropriate research designs, planning and executing market research projects (Quan.& Qual.), making recommendations based upon the research findings to help clients make better business decisions

2. Business Development Focus

Responsibilities:
- Exploiting the huge business potential existing with the key major multinational organizations in the FMCG sector for KSA
- Focused on those market sectors which were poised for strong growth in the future

Achievements:
 The only dual-project manager (Quan/Qual) in the Saudi team
 Key lead for P&G promotions audit exercises across the GCC
 In the period 2009-2010 was responsible for all Retail sector projects (with the exception of Panda) having managed to achieve a 116% growth in revenues in 2009 vs 08
- Additionally, successfully achieved approx. 300% growth in 2010 vs '09
 Managed to exceed my 2010 set target by 78%
 In 2011; as a team handling the Qual. department, we increased revenues by 270%.
Some of the key accounts worked on:

FMCG: P&G, ULKER, ARASCO
Retail: Carrefour, Othaim, Bindawood
Pharma: GSK, EliLilly, Abbott
Telecom: STC, Friendi
Auto: HONDA
Gov.: SAGIA

Unit supervisor - Marketing studies Unit في Al Othaim Markets Company ( J.S.C ) - member of Al Othaim Holding

• المملكة العربية السعودية - الرياض
• مارس 2005 إلى يوليو 2008

Field : Retail (FMCG)
Activities : 3 Hypermarkets - 83 Super Markets - 5 Private Labels
Position : Unit supervisor - Marketing studies Unit.

Job responsibilities include:

1. Part of the team developing the annual marketing plans
Responsibilities:
- Developed short & long term marketing plans, creation & implementation of promotional campaigns
- Investigate and formulate solutions for any drop in Sales & the market variations
- Responsible for handling all advertising/marketing agencies relationships

2. Leading the marketing research team
Responsibilities:
- Supervising the research team with regard to conducting the field work and punching the data
- Developing the research questionnaires and analyzing the collected data
- Evaluating the market in question, its trends, conditions etc.

3. Responsible for the new corporate identity of the company
Responsibilities:
- Team member - Responsible for the development of a new corporate identity for Othaim in conjunction with an international consulting agency.
- Project manager- Launching & implementing the new corporate identity across the whole company as well as all of its activities across the Kingdom


Achievements:
- Marketing team member - Participated in developing and implementing the marketing plan that helped increase the Sales by 27 % on 2006 & 29 % on 2007
- Project manager - Successfully developed and implemented the new identity

Marketing communications coordinator Responsible for Foam products في Habitat - Egypt, branch of Habitat Saudi Arabia

• مصر
• يوليو 2003 إلى مارس 2005

Field : Furniture and Contract Furnishings.
Activities : Production and distribution of home and office furniture.

Achievements:

1. Team member that set & implemented the marketing & sales plan for 2005 that increased the sales amount of Foam from 750, 000 to 1.5 Million LE monthly.
2. Set up of the export unit for Mattress.

Customer Care Specialist في Modern service group ( Wagieh Abaza Misr El Gadeda ).

• مصر - القاهرة
• أبريل 2002 إلى يوليو 2003