Manager, E-Commerce
Orange - Egypt
مجموع سنوات الخبرة :23 years, 7 أشهر
Overlooking: Digital Marketing - Online Sales - Partners - Suppliers - GTM
Responsibilities:
- Utilizes best practices and key learning to assist in the development and management of strategic 3rd party online key accounts.
- Runs all aspects of Orange Online Shop business including ownership of P&L and creation and management of yearly budgets.
- Own demand strategy and end to end impl ementation with execution support from web, design and content marketing teams.
- Work with product team to plan and execute GTM plans for new services & products to market in a way that grow the opportunities.
- Enhancing customer experience and customer journey to create programs/offers that work at each stage of the journey to add value, create engagement, and drive action.
- Liaise directly with upper management and present their plans for any new advances or initiatives to improve the company’s online presence and e-sales.
- Management of agency partners for digital performance.
- CRM - developing onsite journey with Digital team to support marketing activity.
- Analyzes Online Shop business and ROI reporting including web analytics, competitor reports, and ad hoc reports for analysis to senior team members. Uses consumer insights to develop future marketing strategies.
- Build and implement measurement plans that demonstrate delivery against business and company objectives and provide optional solutions to improve or optimize strategies.
- Manages online merchandise presentations and executes effective position of products based on sale, inventory, newness, and trends. Partners with sales and marketing teams to develop and ensure successful online assortment.
- Monitors website usability and the consumer experience in partnership to improve site performance, merchandising options, engagement and conversion.
Key Achievements:
- Launched the first “Promo Code” in Orange Egypt June 2022
- Increased Online Shop revenue 35% 2021 vs 2020.
- Increased Online Shop revenue 135% in 2020 vs 2019.
- Increased Online Shop sessions by 205% in 2020 vs 2019.
Overlooking: Marketing - Sales - Supply Chain - Import - Logistics - Domestic distribution - Suppliers - Go To Market - Branding - Customization
Responsibilities:
- Develop a global marketing strategy and roadmap.
- Managing Orange Online Shop channel to generate more revenues & compete over the Egyptian online markets.
- Managing Strategic projects that leads to increase the total revenue & enhance the margin of the Devices Online & Offline.
- Drive the marketing strategy at a global level to support growth in customer numbers.
- Managing relationship with creative agencies and in-house creative to ensure briefs are in line with the Brand guidelines.
- Provide a deep understanding of customer needs to drive proactive proposition development and defining needs-based growth opportunities.
- Support Portfolio Manager in Portfolio strategy for Smartphone, mobile broadband & IOT.
- Work with suppliers to bring best Co-marketing fund to support our running activities to cover the entire year calendar.
- Oversee product launches, ensuring the playbook is executed and other GTM teams can implement their launch plans.
- Further define and evolve the brand strategy, and help brand marketing strategies to support the company's global growth objectives.
- Development and effective execution of a customer-focused marketing strategy to drive growth in customer numbers.
- Managing strong & solid relationship with key vendors, suppliers & distributors to form effective partnerships.
- Managing & building Banks relationships to maximize the financial benefits for the Company & customer by availing the most profitable margin with the max payment facilities options.
- Managing & approving relevant commissions, contest & incentives for devices with key sales stakeholders.
- Managing the devices customization cycle & delivery for Orange branded devices OBD (Smart Feature phone, Smartphone, MBB, IOT & Accessories) to guarantee the best customer experience.
Key Achievements:
- Duplicate Devices margin in 2019.
- Sealing a competitive & exclusive deal with CIB for installing iPhone 11 over 24 months 0% interest for Credit Cards Holder.
- Achieve 30% devices revenue over targets in 2018.
- Introduce the most affordable 4G Smartphone with 20% incremental revenue.
- Re-brand for all devices, applications, network settings & documentations from Mobinil to Orange brand.
Overlooking: Consumer Marketing - Sales - Production house - Agencies - Trade Marketing Activity - Supply Chain - Product Development - Channel Marketing - Merchandising - Branding - Retail
Responsibilities:
- Managing annual trade promotion/campaigns across sales channels with co-operation with Product Marketing & Sales Team.
- Managing the implementations of Shops, Mini Shops & Kiosks (Smart & One Shop concept Design).
- Managing BTL merchandising performance in different Trade channels through setting merchandising standards & developing innovative merchandising tools that reflect on sales volume & visibility.
- Monitoring competitors’ activities & prepare reports based on market visits & feedback from the Sales Teams.
- Managing relationship with creative agencies and in-house creative to ensure briefs are in line with the Brand guidelines.
- Managing opening events ceremony for new Shops.
- Manage Trade Marketing budget from forecasting, tracking & ROI.
- Development and delivery of the category trade marketing strategy to deliver commercial, customer and Mobinil Partnership brand objectives.
Key Achievements:
- New “One Shop” concept design & opening ceremony
- “Souk” indirect sales Location Base Campaign
- “On shelf” Devices magazine
- Selling Mobile Broad Band in non ADSL areas campaign
Overlooking: Customer Satisfaction - Loyalty Program - Marketing - Sales
Responsibilities:
- Managing the implementation of the required strategies to ensure on-going high levels of Customer Satisfaction through regular monitoring of calls & emails are responded as per the set SLA & provide a continuous service improvement.
- Managing a high quality of service is maintained at all times & takes necessary measures to fix the situation.
- Managing escalations & ensuring that they are dealt within the agreed SLA.
- Managing, evaluating performance, training & motivating First Class team to achieve goals & objectives set for the team.
- Developing the staff to ensure skills levels match both current & future operational & customer requirements.
Key Achievements:
- Increased the First Class customer satisfaction to 98.5%.
- Decreased the First Class complaint handling SLA to 1 working day.
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