May Khourshid

MARKETING ROLES AND RESPONSIBILITIES:-

1. Responsible for Tawar Mall's marketing and communications strategies

2. Develop and implement marketing plans, branding and image, including promotional calendars and programs, new products introductions and other projects

3. Oversee the implementation of the marketing strategy

4. Prepare annual marketing plans

5. Create, manage and execute a calendar of events and campaigns

6. Set and administer the marketing budget and analyze the market and competitors.

7. Identify new business opportunities

8. Negotiate with media agencies and secure agreements on the production of promotional materials

9. Manage/supervise a marketing team, including hiring, training, workloads, schedules and deadlines

10. IN-HOUSE PRODUCTION/ ACTIVITIES
•Oversees the in house production of all promotional/advertising materials and marketing campaigns
•Guide the day-to-day activities of marketing department team members in all executions

11. PR & MEDIA CORRESPONDENCES
•Proofread press releases & approve press Materials for distribution

12. TENANT COORDINATION & SPONSORSHIP
•Responsible for tenant inquiries and partnership
•Prepares sponsorship letter/internal circulation and send out to tenants

13. TENANT MARKETING ADMINISTRATION
•Responsible for giving approval of tenants marketing and promotional activity
•Ensure that government permit is provided and artwork has the same message as per the government permit prior to providing approval

14. CORPORATE BRANDING
•Responsible for approving any marketing and events artwork prior to execution
•Responsible for checking and approving any Tawar Mall brand related elements that is used in any forms of communication
•Ensure all marketing and events forms are in line with Tawar Mall brand guidelines
•Ensure that all departments are aware and complying with the brand guidelines

15. IN MALL ADVERTISING
•Propose strategic location for in-mall advertising spaces
•Administer in-mall advertising space to tenants and ensure that no in-mall advertising space left empty
•Entertain inquiries, provide advertising rates and space
•Prepares in-mall advertising/production quotations and agreement
•Issue work permit for installation
•Monitor Ad duration and ensure new materials are available to cover the space

16. DIGITAL MEDIA/ADVERTISING PLATFORMS ROLES AND RESPONSIBILITIES
•Continually review changes to the market, consumer trends and the activities of competitors, adjusting the marketing plan if necessary
•Manage and refine the organization’s website and social media presence
•Manage and measure marketing campaign costs
•Report on the effectiveness of marketing campaigns using pre-determined

MARKETING ROLES & RESPONSIBILITIES:-
1.Create The Long Term Marketing Strategy
2.Prepares Annual Marketing Plan
3.Prepares And Executes Annual Marketing Budget
4.Events Supervision
5.Pr & Media Correspondences
6.Tenant Coordination & Sponsorship
7.Tenant Marketing Administration
8.Corporate Branding
9.In Mall Advertising

DIGITAL MEDIA ROLES AND RESPONSIBILITIES:
1.SOCIAL MEDIA MANAGEMENT
•Create concept for competitions for each specific activity mentioned on the marketing and events calendar
•Prepares weekly content plan for posting in all social media platforms
•Upload promotional artworks of tenants and Ezdan Mall advertisement
•Coordinate with tenants regarding their artwork for social media posting. Ensure that tenants are complying the approved social media template

2. WEBSITE MANAGEMENT
•Liaise with website developer for Ezdan Mall website development project
•Provide all pertinent data to website developer for website development project
•Regularly check the website content and coordinate with IT for any promotional artworks of tenants and departments upload

1) Digital Media Supervisor:-
•Monitor, listen & Communicate with fans/tenants existing / new, respond to queries in a timely manner and monitor customer reviews via ERE Social Platforms (FB - TW - IG)
•Designing and implementing social media strategy to align with business goals
•Generate/Create, edit, publish, share and manage all published content (images, video and written)
•Suggest and implement new features to develop brand awareness, like promotions
•Measure the success of every social media campaign
•Creating social media reports - to measure your work efficiency and impact of activities (overview of all the different social media stats and metrics - data on engagement, Click-through Rate (CTR) or Cost-per-click (CPC) etc.)

2) Call Center Supervisor:-
•Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
•Answering agent questions regarding best practices or difficult calls
•Identifying operational issues and suggesting possible improvements.
•Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
•Preparing reports and analyzing data to assist management as they determine call center goals
•Working with other supervisors and management team members to support agents and maximize customer satisfaction
•Track open cases and requests - ensuring they are closed and tenant is satisfied

• Developing and maintaining the front and back end functionality of websites (Maintenance and support of existing/new internal and public web-based applications)
• Develop & maintain a consistent look and feel throughout all related web properties
• Participating in discussions with clients to clarify Their needs (Plans site design by clarifying goals; designing functionality)
• Mapping and outlining website’s structural content. (Information collecting, analyzing, and summarizing data and trends)
• Creating logos, banners and buttons for websites
• Develops site content and graphics by coordinating with copywriters and graphic artists; designing images, icons, banners, audio enhancements, etc.
• Creating templates of approved website layout
• Creating verbal content for the website
• Integrating verbal content with website design for final product
• Contacting external webmasters (back-end developers) if any issues occur
• Provide guidance to other team members on web development issues
• Providing technical support to end users
• Identifying and correcting any available deficiencies
• Upgrades site by updating content and graphics; monitoring performance and results; identifying and evaluating improvement options; introducing new technology; maintaining links
• Maintains site appearance by developing and enforcing content and display standards; (CMS back-end editing)
• Produce web content in a manner that is appealing to targeted audience
• Wrote internal and external design specifications/documentation
• Copy edit and proofread all web content(EN/AR)
• Performed maintenance and updates to existing Web sites
• Involved in creating a comparison site from scratch
• Helped end users to solve operating problems
• Participated in brainstorming sessions to come up with ideas
• Provided guidance and advice to less experienced staff
• Worked on multiple projects simultaneously to a high standard
• Escalated operational issues to senior management
• Addressed cross-browser compatibility issues

• Expertise working in multiple social media platforms
• Knowledge of SEO, keyword research and Google Analytics using Social Bakers (Optimize Your Social Media Performance)
• Photo and video editing- Ability to deliver creative content (text, image, GIF and video)
• Creating engaging text, image and video content
• Familiarity with online marketing strategies and marketing channels
• Ability to gasp future trends in digital technologies and act proactively
• Excellent communication skills
• Multitasking &analytical skills
• Researching audience preferences and discover current trends
• Create posts to sustain readers’ curiosity and creating buzz around new products
• Stay up-to-date with changes in all social platforms ensuring maximum effectiveness
• Assist co-workers to use social media in a cohesive and beneficial way
• Communication skills- Facilitate online conversations with customers and respond to queries
• Report on online reviews and feedback from customers and fans
• Develop an optimal posting schedule, considering web traffic and customer engagement metrics
• Suggest new ways to attract prospective customers, like promotions and competitions
• Routinely handles digital content and social media operations
• Strategize ways to hit digital goals through social media and content creation
• Content creator for breaking news, feature stories, photo galleries, and social media videos
• Live streaming knowledge- Provide social coverage of local events
• Work in a team environment to excel socially, enhance the users' experiences with our brands
• Write and curate content on a weekly basis and maintain station website
• Work some nights and weekends (Live coverage -respond to customer queries and conversations)
• Reporting and writing news- Ability to write and publish under short deadlines, and/or in a high-pressure environment
• Ability to plan, troubleshoot, and get things done in a team-oriented environment

• Coordinate all website activity, and support the delivery of online and digital marketing activities within the organization; acting as the primary point of contact for all related enquiries.
• To populate the company’s website with up-to-date and engaging content, working with members of the Marketing & Communications department, staff and Officers to produce and edit content to support the delivery of key campaigns and service areas.
• Supporting all staffs in considering digital approaches for marketing and communications activity; acting as an advocate for the use of online and digital media across the organization.
• Supporting the delivery of website development projects, to include, the testing and integration of digital platforms and channels.
• Responsible for the on-going audit and review of the company’s websites - making recommendations and implementing developments to improve accessibility and navigation.
• Analyze statistics and user information to monitor website performance, including use of Google analytics, producing reports and making recommendations as applicable.
• Assisting the Web & Digital Media staff ensuring the team adheres to relevant Guild policy and service standard setting.
• Participating as a member of the Marketing & Communications department and other web teams.
• Copy edit and proofread all web content
• Creating templates of approved website layout
• Creating verbal content for the website
• Mapping and outlining website's structural content
• Undertaking such other duties as is required, consistent with the nature and grade of the post such as the development of new internal and public web-based functionality.

 Creative Accountabilities

• Work with internal & external stakeholders to proactively evolve Privilege Club website
• Ensure the Privilege Club website is up to date and has the latest information about the program and partners
• Constantly review competitor websites and ensure Privilege Club Website has a leading edge
• Ensure all marketing collateral is updated with the latest branding
• Develop new micro-sites for Privilege Club website

 Marketing Accountabilities

• Assist the Marketing & Communications Officer in day to day marketing activities
• Ensure that the intranet is updated with relevant information
• Assist in developing online banners to promote partner campaigns
• Assist in all UAT for new website developments
• Assist in standardizing the Standards, Procedures and Policies documents
• Provide support for Arabic translation
• Develop Arabic copy for marketing campaigns

 Demonstrations available upon request for the below:

• Designed and created the Privilege Club website.
• Created and designed Privilege Club roll-up banners for all related Privilege Club marketing.
• Develop email templates for email campaigns, E-statements and E-newsletters.
• Design Privilege Club Marketing Collateral including flyers, information leaflets, DM (Direct Mailing) & internal communication materials (training).
• Assisting in the design of all Privilege Club presentations.
• Assisted in the Look and Feel adjustments and testing for the online booking engine.
• Created templates for Internal Newsletter.
• Created flash banners, web and email pages and templates for Privilege Club 10th anniversary.
• All Arabic translation for all privilege club areas ( Marketing, Operations, Member Service Team)
• Created the English and Arabic Qmiles membership guide.
• Provide support for Arabic translation (Translation for Qmiles website).
• Translation for Application form.
• Develop Arabic copy for marketing campaigns, ensuring the Arabic translation follows the same style and tone as Qatar Airways.
• Check Arabic translations for Partners campaigns.

 MARKETING

• Development of Quarterly Newsletter
• Consolidate all partner offers and prepare Newsletter File to send to Marketing
• Revise Newsletter Drafts and submit to partner for comments
• Send Newsletter hard copies to all partners who participated.
• Coordinate the development of the quarterly internal newsletter
• Coordinate the development of HTML campaigns upon request
• Request target segment data and forward to Marketing
• Forward same info to Marketing
• Review the draft and submit to partner for approval
• Update all partner information files: promotions, marketing, mileage rates, etc.
• Ensure Partner related information is updated in the Privilege Club Manual and Terms and Conditions

 OPERATIONS

• Update Partner contact details
• Manual upgrades to Burgundy Level for HSBC Greece
• Handle Retro Claims for In-flight Duty Free
• Airline Retro verification
• PC member on Partner Airlines
• OAL members on QR

 Member Service Centre

• Provide professional and efficient service to members who visit the helpdesk and ensure membership information is clearly communicated and answer questions if necessary.
• Ensure emails are replied to within 48 hours.
• Provide a one-stop shop by making award bookings and issuing tickets for members.
• Assist members with their account information and ensure issues are resolved in one visit.
• Ensure smooth operation at the Helpdesk. Visits to be processed within 15 minutes.
• Ensure all redemption requests are processed within 48 hours and alternatives are provided to the member where actual date of travel is not available
• Ensure tickets are issued correctly and audit coupons are logged.
• Report any customer complaint to the Supervisor if unable to resolve.


 Administration

• Maintain a member’s query log and follow up with suppliers and revert to the member with findings.
• Contact members to verify correct address details have been provided and obtain the correct data and update the database if it is missing.
• Maintain a proper filing system of all award request forms.
• Ensure compliance of all policies and procedures.


 Processing redemption requests

• Ensure travel details have been correctly received from members.
• If seats are not available on preferred flights then suggest alternatives - cross sell and up sell to satisfy member demands
• Correctly deduct miles from member accounts and ensure the ticketing information is updated in FFP system
• Process redemption requests within 48 hours of receiving them
• Actively promote Buy/Transfer Miles program to generate revenue for Privilege Club.
• Collect all fees and taxes and ensure bookings are set up correctly for ticket issue
• Correctly issue tickets for members and ensure all procedures are adhered to.

Afternoon - Part time position:
Screening incoming telephone calls; recording and transmitting messages; scheduling, receiving, &announcing scheduled patients & visitors
Ensures physician productivity by maintaining calendars; scheduling patient appointments; physician consultations; professional meetings, conferences; teleconferences
Produces information by transcribing dictation, preparing medical reports and summaries, patient histories, operative notes, manuscripts and correspondence
Provides historical reference by developing and utilizing filing and retrieval systems; maintaining patient records
Generates revenues by completing direct patient and third-party billing
Maintains patient confidence and protects operations by keeping information confidential.
Updates job knowledge by participating in educational opportunities; reading professional publications.

Office Experience -
- Scheduling
- Telphone Skills
- Typing
- Business Knowledge,
- Time Management
- Customer Service & Verbal Communication
- Reporting Skills
- Filing.
- Cashier.
- Fluency in Translating.
- Excellent Computer Skills.

Three (3) Months Practical Training Course in:
* Reservations.
* Communication and Guest Relations.
* Operator.