Senior Manager - Customer & Market Insights
Bupa Arabia for Cooperative Insurance
مجموع سنوات الخبرة :24 years, 0 أشهر
Acting as the Consumer Champion in the organization, combining external and internal data to produce actionable market insights. Currently managing all aspects of qualitative and quantitative consumer research, in addition to the market intelligence function.
Managing a client servicing team responsible mainly for the Government and Finance Sector in KSA ensuring prompt delivery of service in order to achieve financial objectives and operational performance indicators
• Managing a diversified client portfolio (including: Saudi Commission for Tourism, Saudi Telecom Company, The Saudi e-Gov Program, Al Rajhi Bank, Saudi British Bank, Tawuniya Insurance and several FMCG companies and Retailers)
• Responsible for new business development as well as all project management activities.
• Responsible for achieving specific business / financial KPIs, project profitability along with client satisfaction KPIs
• Responsible for management and development of 6 client service executives
• The local champion for Nielsen’s customer satisfaction product (Customer eQ™). responsible for training of local (and some times regional) staff on concepts of customer satisfaction, supervise customer satisfaction projects running for different clients, in addition to the business development role
• Provide full service management of Nestle account, through marketing research information, analysis and reports. Responsible for the smooth execution of projects, from the stage of client briefing to the final stage of report writing and presentation of results. Moreover, I was usually a participant in Nestlé’s business planning workshops.
o Responsible for Nestle account locally and in the Horn of Africa (HOA) region
o Design and plan research projects following client briefing and needs
o Design questionnaires and methodologies, coordinate project execution and assign responsibilities to subordinates working in my team
o Contribute to training and coaching of other trainees and executives (cross teams and cross functions)
• Responsible for the development of client business and for handling projects from preparation of proposals to client through to final tabulations and reports/ presentations
o Started to develop Nielsen relationship with existing and new clients
o Have worked on several accounts, such as Vodafone, Tetra Pak, Pepsi, Talaat Mostafa Group, LinkDotNet, US Wheat, Bayer, Visa and Levi’s
o Helped and was heavily involved in developing Nestle to be one of the key accounts of Nielsen in Egypt
o Managed the day to day client relationships and ensured that all projects are completed on time to the required standard
o Prepared all FW and DP related material (EWN, FWI, analysis plans, etc)
o Checked tabulations and supervised fieldwork to ensure that the job is done with high quality and up to Nielsen standards
• Discovering Critical Issues & Communication Task leading to clear and focused Brand Position/Brand Ambition through
o Analysis of current marketing information through secondary information provided by client or independently researched
o Initiating and completing conversations with consumers through brand specific qualitative research
• Preparing a focused Creative Brief (The Selling Strategy) to capitalize on and inspire the brand idea
• Active participation in Creative Development
• Track the impact of communication on Brand’s Performance
• Conduct consumer and market research on behalf of the client
o Overall supervision and moderation of qualitative focus groups & one-to-one interviews
o Report writing and formulating recommendations and way forward based on research findings
o Contacting and coordinating with 3rd-party research agencies to conduct different research projects
• Responsible for number of accounts in terms of research and marketing communication strategies: McDonald's - Orbit - Carrier - Kodak Express - Metro Supermarkets - Xerox
• Organizing Qualitative focus groups & one-to-one interviews (recruiting, moderating, handling financial issues, and help in writing the report)
• Conducting market visits (preparing questionnaires, fieldwork, and Analysis)
• Organizing PULSE projects (recruiting, moderating, help in writing the reports)
• Projects I worked on:
General Motors Market Visits and focus groups
Boycott Syndicated study
Nescafe market visits and focus groups
Carrier market visits and focus groups
Coca-Cola market visits and focus groups
McDonald’s market visits and focus groups
Nouval market visits and presentation
Vodafone & Mobinil pitch presentations
Nivea focus groups and re-pitch presentation
• Monitoring Daily publications
• Translating Clippings of interest for a number of clients
• Preparing weekly & monthly reports for General Motors Egypt based on Translating ads of their competitors
• Preparing monthly report for Bord Bia, Irish Food Company, based on translating the clippings related to meat and agricultural field
• Preparing monthly reports for Carrier, Air Conditioning Company, based on translating ads of the competitors
• Editing & translating press releases
• Participating in market visits for General Motors Egypt to scan truck buyers behaviors and awareness of Chevrolet Campaigns
• Preparing outline proposals for the events of our clients
I was ranked 4th on Class