Marketing Communication & Social Media Supervisor
Etisalat Misr
Total years of experience :19 years, 3 Months
-Manage the portal team to be aligned with the company's strategy regarding the web portal and e-Marketing solutions.
-Maintain etisalat.com.eg & fawzi.com up to date with all products/services/promotions.
-Perform core development within the company's portals.
-Manage all the social media channels for Etisalat on the web.
-Design UIs & workflows for custom web applications created on the portal.
-Design all the new banners, typographies, web pages for any new product/service launch.
-Design the e-Shop system for etisalat.com.eg.
-Enhance the SelfCare portal for a better self management experience for Etisalat customer.
-Design Digital marketing campaigns for the new products & services.
-Gather periodical feedback regarding about the company's products & services.
-Perform Search Engnie Optimization based on the data collected from different feedback channels.
-Design Etisalat Customer Care cultural motivation program to increase employees’ engagement (Based on Gallup results).
-Organize and coordinate Customer Operations Internal Events & Team buildings (Logistics, Scheduling, and Travel Arrangements).
-Maintain smooth communication between customer care department and commercial departments (Marketing, Sales, Retail, and Terminals & Operations).
-Coordinate launching new Products, Services and Promotions within the Customer Care against all other Departments.
-Follow up the impact of each Product, Services and Promotion on Customer Care and report it back to marketing.
-Communicate all new Products, Services, Promotions and advertisements or any related issues.
-Communicate marketing campaigns relevant to Products, Services and Promotions.
-Coordinate with IT all IVR Functions and options.
-Maintain posting new Products, Services and Promotions content on IVR (Interactive Voice Response) & Company Intranet.
-Design large scale web e-campaigns, surveys & polls to collect detailed data regarding customer satisfaction, newly launched products & services, etc…
-Design monthly detailed analysis report based on the data collection from the various feedback channels such as websites hits, surveys & Polls, discussion boards.
-Ensure web knowledge base accuracy in a timely and consistent update.
-Administrate, maintain and author the web based knowledge management system (MS SharePoint 2007) of the Customer Care & Marketing departments.
-Develop & customize business solutions & workflows based on MS SharePoint 2007.
-Design & Develop database driven business solutions using latest Web technologies.
-Manage the outsourced IT web development team to ensure optimal planning, development, testing and implementation of all development phases of the web knowledge base aside with any other enterprise web applications related to the customer care department.
-Perform periodical assessment to existing systems and processes of the Customer Operations & the Internal Communications.
-Propose quarter-Annual Development plans for Customer Operations systems and processes based on the assessment results.
-Coordinate with the Information Technology department, Project Management and Process Management Teams to implement all the proposed Management systems and processes.
-Perform post-launch analysis on the new implemented systems & processes to measure its impact on the management efficiency.
-Design & maintain the quality audit standard report for the Quality Assurance Team to audit the Outbound Communication cycle between our customers and the Contact Center.
-Handling the outage management of all the IT systems and GSM network of Vodafone Australia through its office in Cairo.
-Plan and implement the digital Marketing & Advertisement campaign in the Middle East & North Africa region.
-Gather periodical feedback regarding every campaign implemented for further assessment.
-Analyze the feedback data from campaigns for quality assurance purposes.
-Design and implement promotion packs and offers customized per each client.
-Develop the company’s Official Web Site.
-Manage and administrate the digital content of the company’s official website.
-Design customized training products and services based on analyzing the client needs.
-Perform a quarterly market research to assess the company’s position among the competitors and provide advises to increase the company’s contribution in the market.
Listening: 8/9 Reading: 8/9 Writing: 7.5/9 Speaking: 8/9
I earned this free scholarship among with another 40 applicants among 7000 applicants and it was fully funded within a MS gold partner in Cairo named "Top IT".
Decision Making, Leadership & Supervision, Communication, Time Management, Negotiation, Process Planning & Management