DIGITAL INSIGHTS LEAD | CONSUMER & MARKET RESEARCH | MIDDLE EAST
Unilever - Egypt
Total years of experience :17 years, 6 Months
Translate internal briefs into analytical projects (to include refining the initial brief and asking the ‘right questions’, working through potential hypotheses and storyboarding the output)
Provide qualitative and quantitative analysis and insight to inform business strategy, marketing and brand strategies, digital marketing content and strategy, communications and new product development across middle east.
Conduct analysis using in-house analytics tools, and be comfortable analyzing a range of social and business data
communicate the key findings and insight to stakeholders and peers both conversationally and in formal presentation style
Monitor progress of deliverables and actively work with the team where required on complex briefs
Working with the global team to evaluate the current tools and testing new tools in the market.
Build and execute social media strategy through competitive research for each client in gulf area.
Creating engaging and meaningful campaigns to reach each client objective and deliver the right message.
Creating paid advertisement for each client based on the suitable target audience to achieve the client goad with lowest possible cost on different digital platform.
Providing monthly report, analytics and measure the ROI (Return on Investment) from digital marketing.
Recommending the digital marketing tools that could service each client and the company the best in digital world.
Assisting the junior members and follow up with them to develop the team members performance
Creating monthly reports to measure the customers' satisfaction and analyze Careem services as well as competitors.
detailed reports on data breaches or app crashes notified through digital monitoring to alert the relevant team
Crisis management: Monitor & size the online crisis against the brand & deliver the full picture to the management team with best recommendations to make the right decision.
Achieve Careem customer satisfaction by continuously developing and enhancing the online customer experience
Working closing with PR, Feet and Marketing team to ensure that we are on the right track from digital marketing perspective.
Managing, couching and develop social media team and evaluating team performance
Build and execute social media strategy through competitive research, platform determination, benchmarking, messaging and audience identification
Set up and optimize company pages within each platform to increase the visibility of company’s social content
Continuously improve by capturing and analyzing the appropriate social data/metrics, insights, and best practices, and then acting on the information
Crisis management: Monitor & size the online crisis against the brand & deliver the full picture to the management team with best recommendations to take the right decision
Monitoring the online conversations around the brand and competitors
Monthly analytics report for brand talking about, competition, sentiments, and mentions as well as performance across social channels.
Customer relationship management: Meeting the clients and understand their needs.
Build and execute social media strategy through competitive research, platform determination, benchmarking, messaging and audience identification
Generate, edit, publish and share daily content (original text, images, video) that builds meaningful connections and encourages community members to take action
Set up and optimize company pages within each platform to increase the visibility of company’s social content
Moderate all user-generated content in line with the moderation policy for each community
Continuously improve by capturing and analyzing the appropriate social data/metrics, insights, and best practices, and then acting on the information
Crisis management: Monitor & size the online crisis against the brand & deliver the full picture to the management team with best recommendations to take the right decision
Monitoring the online conversations around the brand and competitors
Monthly analytics report for brand talking about, competition, sentiments, and mentions as well as performance across social channels.
Customer relationship management: Meeting the clients and understand their needs.
• Make sure that we communicate all brand essence message and ensure delivery to our customers as well as ensure the understanding of our customers concerning brand messages through planning of appropriate cascading methods.
• Ensure the proper engagement of Vodafone’s customer in relation to the company’s objectives and deliverable through the different social media channels.
• Develop and execute detailed and innovative consumer focused programs to build up a vibrant community and engage prospective and existing users on social media networks, forums & online communities.
• Create viral online content and run special campaigns such as contests and online events for the community.
• Listen and participate to online conversations. Facilitate consumer relationship in social media.
• Regularly feedback insights gained from social media monitoring into the Marketing and Editorial teams, to help them evolve their strategies in a timely fashion.
• Achieve Vodafone customer satisfaction by continuously developing and enhancing the online customer experience
• Liaise with Vodafone Group and service model knowledge sharing and transfer of best practices and customer experience modelSocial Media Specia
- Determines requirements by working with customers.
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; - implementing solutions; escalating unresolved problems.
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
- Maintains call center database by entering information.
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Handle in-bound and out-bound calls from our customers.
- Deliver outstanding service to customers and fulfill the customers' needs in a claims center using various means of communication
- Responds to written and verbal customer requests, inquiries, and complaints in a timely and professional manner
- Makes appropriate telephone calls to resolve issue
- Recognize, document and alert the supervisor of trends in customer calls.
- Other duties as assigned.
-Sell specific products and services to consumers.
-Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
- Recommends changes in products, service, and policy by evaluating results and competitive developments.
- plan and work towards meeting sales targets and budgets