Chief Customer Officer (CCO)
DealGamed
مجموع سنوات الخبرة :22 years, 2 أشهر
1. Establishes metrics for defining the relationship with customers
• Defining metrics to manage customers as an asset.
• Voice of the Customer competency development.
• Create a united platform for understanding and taking action.
2. Influences cross-company agreement on how to deliver greatest value to customers
• Define what customers value - how to determine the differentiating experience to be delivered.
• Determine what customers to invest in.
• Decide where to make investment decisions, that is, the highest-impact contacts and efforts.
• Create a common language set and definitions for the customer experience.
3. Drives accountability through cross-company data and metrics
• Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI).
• Work with leaders to identify baseline metrics for tracking interaction with customers.
• Drive tracking and reporting to get to reliability in key interactions.
• Lead the accountability forums - when to meet with whom to drive accountability.
• Work with leaders on messages, reinforcing, recommendations for recognition, and driving the culture change forward.
4. Manage and increase the effectiveness and efficiency of operations.
• Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.
• Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output.
5. Improve the operational systems, processes and policies in support of organizations mission.
• Defining quality procedures in conjunction with operating staff.
• Devising and establishing a company's quality procedures, standards and specification
• Monitoring performance by gathering relevant data and producing statistical reports.
Managing and supervising three departments (Marketing, Administration and Quality)
1- Marketing Responsibilities:
• Working for Jobsitenet Recruitment Agency part of Tahweel Communications Group.
• Expand product solutions and offerings by providing recruitment service in medical services to B2B model and customer relations management.
• Prepare marketing strategies alongside other company executives and staff to offer recruitment services to new industries as hotels, Manufacturing and IT.
• Expand the service to target all the United Kingdom areas.
• Managing Egypt marketing team, to promote the company recruitment service and get businesses current and future requirements of employment asses them to achieve their needs.
• Enhance the productivity of the company and expanding the team to reach 15 members.
2- Administration and HR Responsibilities:
• Hire and retain the company staff by establishing recruitment and selection processes ; screening CVs; conducting interviews and testing; conducting exist interviews when required.
• Prepare the company pay plan by conducting job evaluations; monitoring and scheduling individual pay actions; planning pay structure revisions.
• Ensures planning and appraisal of employee work results, prepare employees KPIs, resolving employee grievances; counseling employees and supervisors.
• Maintains employee commission structure and benefits programs, studying and assessing benefit needs and trends; recommending benefit programs to management.
3- Quality Assurance and Quality Control Responsibilities:
• Establishing a company's quality procedures, standards and specifications
• Work closely with quality control team through defining, planning and implementing quality procedures
• Monitoring the marketing team performance by gathering relevant data and producing statistical reports; and perform monthly audits.
• Contacting and reviewing customer requirements through surveys and ensuring that they are effectively met
• Managing communication with the company and its agents training centers in Egypt and the Middle East.
• Ensures that effective advertising and promotions written by the team and that they compile comprehensive information about the company, and courses given for the media.
• Work closely with marketing team to advertise and promote our courses and services.
• Managing communication with the company and its agents training centers and individuals students.
• Responsible for maintaining the company's website pages are daily updated and organizing conferences.
• Evaluates the advertising and promotional programs and ensures that it is compatible with the target audience.
Senior Instructor for the mentioned courses specially Networking Cisco Technologies, and English courses during (2004-2006) full time instructor and part time instructor during 2007-2008
Master in Business Administration (MBA) GPA 3.94 Graduated Excellent with Highest Honors.
Project Grade: Excellent 90%