Marketing Manager
Raya Data Center
Total years of experience :12 years, 4 Months
Involvement in Organization Business Plan and GTM Marketing Plan with research, market segmentation, targeting, campaigns' design among other activities.
Developed customized reports through primary & secondary data produced in conjunction with major market research analysts such as Gartner, Celent, BMI, Forrester, IBS & presenting the findings & recommendations to Top Management.
Produce Reports include competition analysis reports, country/region market studies, market trends and forecasts reports, internal capabilities reports, SWOT analyses, etc
Responsible of the creation and analysis of customer Satisfaction surveys.
Production and Publishing of Library Content including Brochures, Press releases, presentations, battle cards, mail shots, newsletters, video scripts.
Preparing a Repository of different branding messages based on target segments; to cover products, services in both English and Arabic.
Propagating branding messages into branding material items ranging from backdrops & rollups all the way to giveaways & Online advertisements & including marketing collateral & presentations used by commercial team such as brochures, write-ups, product fact sheets, newsletters, press releases, print & electronic ads, success stories, case studies, mail shots, etc.
Supporting the Sales team with necessary material such as Sales Kits, Battle Cards, Competition SWOT, Sales Presentations, Product Descriptions, etc.
Performing Website content development/copywriting activities, maintaining & supervising IT and cloud services, data center services & company news sections in the corporate Website
Managing Organization's Digital Marketing.
Road shows that would serve the organization strategy such as penetration of new markets, customer loyalty and retention of existing market segments, replacing competition, etc.
Management, and Follow Up and coordination of the activities of company annual events.
Liaising with several industry associations & advertising agencies to promote/manage company & products brands to achieve the necessary brand awareness.
Researching, evaluating & involvement in the execution of industry events/exhibitions.
Participating in the creation of the annual promotion budget & measuring the ROI of promotion activities through collecting, organizing and analyzing sales data on CRM.
Develop channels specific propositions, positions and expand channel scope and scale to ensure to maintain the consistency of the stores look and feel.
Interact directly with the sales and marketing teams to develop product, merchandising and promotion strategies.
Achieve HV customers’ revenue target (Value Share).
Focus on HV Acquisition & enhance channel’s GAs quality.
Develop a clear channel analysis for all channels, with profitability model suggestions
Identify, develop and Increase the channel knowledge and communicate it.
Manage the competitive channel information, channel training (new products and services), and develop new channel services, channel advertising and promotion, customer relations development.
Implementing Segments' directions across channels with on-ground activities and process.
Keep updated with trade dynamics pulse in order to keep up with competitors.
Produce and develop channels strategies as well as representing the customer into the channels.
Support the channel sales and services, lead and manage the people, resources and execute all of the committed sell-through programs submitted by Channel Sales.
Develop concept presentations, research briefs, product description, concept testing, sales & customer care training presentations.
Decide on vendor selection process.
Increase Gross Ads via new propositions across the calendar.
Focus on HV Acquisition.
Enhance channel GAs quality.
Enhance channel performance for better customer experience.
Work coherently with all stakeholders to drive acquisition engine.
Prepare propositions plan and story line.
Align with all stakeholders on propositions launch.
Drive propositions results and monitor performance.
Take necessary actions reactive and proactively to mitigate any impact.
Lead actions to all customers’ touch points.
Develop actions to contain & enhance churn rate.
Develop daily and weekly reports, with insight input to drive actions if needed.
Weekly meetings with channel managers to discuss actions for enhancing business.
Maintain smooth communication between customer care department and other departments (Sales, Retail, marketing, terminals, Operations & carriers Business….etc
Coordinate launching new products, Promotions, services...etc within the Customer Care against all other Departments.
Ensure that affected parties agree and able to implement the proposed product, service, promotion through gathering requirements, UATs, training, processes, call reasons and service requests paths.
Maintain uploading new products, services and promotions content on IVR & Company Intranet.
Communicate all new products, services, promotions and marketing campaigns relevant to products ads or any related issue that can affect calls/customers to customer care management.
Follow up the impact of each promo, product, services...etc on CC and report it back to marketing.
Investigate and assist in products and services enhancement and upgrade.
Investigate & implement the recommended solutions or ideas for the assigned new Products.
Arrange with IT all IVR Functions and options.
Ensure IVR functions updates with 100% smooth and accurate workflow guarantee ongoing updates measured through Daily observation.
Ensure smooth and accurate workflow of IVR functions and guarantee ongoing updates.
Responsible for quality and timeliness of operations
Acting as a Supervisor “Frequently, during delegation period”.
Handling all cases received through several sources such as “Trouble Ticket application and E-mail”.
Reporting & analysis (weekly, monthly basis).
Handling all the customer complaints within the Service Level Agreement.
Communicate positively with all involved departments in order to facilitate customers receiving the expected distinguished service.
Ensure service level agreements are met and maintained.
Handling hard calls from the customers need to talk to a responsible person in charge and making the necessary actions.
Responsible to handle the “walk-In Area” customers face to face.
Retention (retain customer asking to deactivate the service through getting into negotiation with all types of customers as well as problem solving).
Setting new process with different departments before lunching new offers, products, etc…
Maintain smooth communication between customer care department and other departments (Sales, Retail, marketing, terminals, Operations & carriers Business….etc
Coordinate launching new products, Promotions, services...etc within the Customer Care against all other Dept
Ensure that affected parties agree and able to implement the proposed product, service, promotion through gathering requirements, UATs, training, processes, call reasons and service requests paths
Maintain uploading new products, services and promotions content on IVR & Company Intranet.
Communicate all new products, services, promotions and marketing campaigns relevant to products ads or any related issue that can affect calls/customers to customer care management.
Follow up the impact of each promo, product, services...etc on CC and report it back to marketing
Investigate and assist in products and services enhancement and upgrade
Investigate & implement the recommended solutions or ideas for the assigned new Products.
Arrange with IT all IVR Functions and options.
Ensure IVR functions Updates with 100% smooth and accurate workflow guarantee ongoing updates measured through Daily observation
Ensure smooth and accurate workflow of IVR functions and guarantee ongoing updates
Handling customer operations Back-office activities on a timely manner, and with high efficiency.
Handle all types of customers’ requests and technical complaints that are received via Trouble Ticket and e-mails. Provide customers with right recommendations and actions.
Handling Rejecting trouble ticket reports.
Handling Monthly reports for area performance and productivity.
Attending UATs and kick off meetings for new services and products.
Preparing reports and application requirement in RSD format.
Manage and monitor all cross-functional projects with different departments related to Back Office issues.
Prepare pre meeting requirements including invitations, agenda and documentation.
Create a smooth communication channel with different departments including marketing sales and engineering to resolve customer problems and requests when needed.
Responsible for developing the business plan.
Achieving profit and sales targets.
Provide quotes to customers and train all employees on pricing and quotes.
Manage Finances and maintain financial records.
Maintaining and developing good customer service relations.
Track invoices and monitor accounts payable and accounts receivable.
Maintain inventory of supplies and order supplies based on minimum and maximum inventory guidelines (Package and Retail).
Coordinate with vendors.
Calculate end-of-month receipts and reports.
Supervise activities of all employees.
Perform supervisory functions including preparing performance evaluations, approving time cards, assigning work distribution, etc.
Perform other miscellaneous duties as assigned.
Handling customer’s calls.
Ensure the customer’s satisfaction and loyalty.
Answering the customer’s inquiry about FedEx service and shipping prices.
Handling the incoming and outgoing shipments problems.
Responsible for providing sales lead for new customers.
Working on attracting the new customers to become FedEx customer.
Contact the customers and obtain clearance instruction.
Coordinating between shipper, recipient and customs regulations.
Following up the customs procedures with shipper and recipient.
Handling the customs documents needed with the brokers.
Answering customers inquires which are related to the customs.
Ensure all customers inquires are answered on a timely manner.
Responsible for all cars, Trucks and busses for the business firm.
Solve any problems and accidents, concerns the cars and trucks.
Authorized to review the licenses and law breaker.
Arranged special requests or treatment for VIP guests.
Responsible for the reception of new employee and preparing their papers.
Entered all the data on the company’s System to be clear for all departments.
Preparing the Passports.
Responsible for taking out the Visas.