Customer Engagement Manager
Link Development
Total years of experience :22 years, 7 Months
• Managing onsite customer relationship and the on-time and on-budget delivery of services against multiple parallel projects and resolution of customer issues
• Grow relationships within handled customers beyond the project under implementation and assist in planning/implementing sales strategy for to achieve long-term sales/revenue and establish long term relationships.
• Consult current & prospect customer on their digital assets and how to benefit from their digital presence
• Collaborate with internal team to define project strategies and plan approaches and manage scope.
• Report project risks and issues to the head of delivery and recommend corrective actions.
• Share accountability and responsibility with the PM on project quality and deliverables in a timely manner to insure customer satisfaction.
• Co-develop annual strategic plans and budgets • Oversee company operations ensuring timely delivery of client needs ensuring successful product launch execution and support • Create new products in alignment with customer needs and business model and define and capture feature requirements • Manage the product life cycle from strategic planning to tactical activities • Selects appropriate design concepts and technology for developing new products or upgrading existing ones that ensure superior user experience • Manage the operations that deliver overseas clients’ needs in a timely fashion at expected international standards • Advise clients on recommended digital solutions that cater to client’s objectives, sales targets and business model
• Assessed business model of Social Fund for Development and provided recommendation on how to adapt model to achieve franchise growth targets
• Responsible for product planning & development including marketing, communication, research, operations, & financial aspects
• Responsible for managing product’s life cycle
• Create different business & commercial models for different stakeholders
• Managed license acquisition with Capital Market Authority (CMA) and Egyptian Exchange (EGX)
• Set company objectives, target market share and strategy
• Develop and oversee marketing strategy and marketing plans
• Manage the internal operations including; Sales and Marketing, Support, Portal Development, Web Development, Designers and Content Team
• Created international Trading Desk,
• Oversee portal development of online trading website
• Manage all ArabFinance.com team including (Portal Development, Customer Service, Content, Web development and Web design)
• Monitor Arabfinance operations and workflows
• Deliver annual roadmap setting revenue and business targets
• Manage relationship with CMA and Cairo stock exchange
• Plan and oversee marketing campaigns
• Set content strategy and manage content team
• Manage the relationship with Content providers
• Cooperate with MSN to ensure alignment with guidelines and domain
• Develop and deliver annual roadmap and quarterly action plans
• Achieve traffic targets to maintain portal performance
• Set strategy for content team and oversee implementation
• Plan and monitor online Marketing campaigns
• Deliver quarterly analysis for online Marketing activities
• Supervise partners’ content and manage partner relationships
• Manage cross function relationships between MSN Arabia and services departments
Responsible for DSL targets, Hosting and IVR.
Organize with the Portal Development Manager for promoting the services sites, creating action plans to achieve the quota, acting as a liaison with all service departments that are involved in providing the services
Responsible for developing several channels in masrawy.com portal in terms of increasing page views, increasing user satisfaction and loyalty
Responsible for managing the backend of Masrawy Electron-shop. Also held the responsibility of the online sales transactions and direct customers contact.
Responsible for testing the functionality and the quality of some of the major web sites of the Masrawy.com portal. Throughout the work duration, I used to follow an organized testing procedure and I managed to develop a good sense of how to discover potential bugs.