Head Of Sales Channel Operations & Decision Support
Etisalat Egypt
مجموع سنوات الخبرة :13 years, 7 أشهر
Build a robust reporting scheme with flexible and high-tech capabilities.
✓ Create and innovate new solutions to improve reporting & analysis function.
✓ Responsible for managing Distribution, Retail Reporting & analysis teams and
functions.
✓ Ensure the fulfilment of Distribution, Retail channels reporting Requirements.
✓ Manage & supervise the process of developing and improving the reporting &
analysis function with added values reports.
✓ Build and develop the AD hoc reporting capabilities.
✓ Manage & supervising reporting & analysis teams for improvement and insure
the fulfilment of the required tasks.
✓ Supervising the submission of sales monthly performance review.
Monitoring & Supervising all reports and presentations done by the reporting &
analysis teams.
✓ Monitoring and supervising the process of developing the sales operation team’s
data bank.
✓ Responsible for monitoring and controlling and setting sales budget.
✓ Manage & supervise the preparing monthly budget review for the sales top-
management to facilitate the decision-making process.
✓ Responsible for the Corporate & SME & PCSP Reporting & Analysis.
✓ Ensure the fulfilment of Corporate, SME & PCSPs channels reporting
requirement.
✓ Drive the analysis to classify sales channels performance.
• Responsible for incident management which includes analyzing and troubleshooting incidents based on data in our end-to-end tooling.
• Coordinating multi-disciplinary teams making sure that progress is made towards resolution of the incidents.
• Initiate progress reporting towards stakeholders and our management and escalate issues where necessary.
• Responsible for service management which means I am taking part in high level design sessions to define SMC requirements for our tooling.
• Drive improvements for our tooling, service management process and for the team.
• Introducing new service alarms within our team and report on KPI’s in case of service deterioration and provide analysis to stakeholders and business.
• Ensure that our operations are running smoothly, and in case we are hit with a major outage I am taking the lead and facilitate sessions as the Escalation Manager Operations.
• During such times I was responsible with updating our operations management team on the service and business impact.
• Owning the forum with the technology to escalate and raise any technical problems impacting the retail users and customers as well as working to enhance the systems to recover any gaps.
• Handling all planned and unplanned outages that impacting the stores.
• Owning the escalation on behalf of retail with the technology as one single point of contact to insure consistency and better escalation and follow-up.
• Working to control the retail user application and application license as one of our vital tools to insure the best utilization and controlling as well.
• Setting and tailor the process needed and setting the SLA with the technology to insure best handling of the problems that impacting the retail to be matching with retail environment.
• Working in any system enhancement and following up in the deployment in stores.
• Insure providing the stores with the support regarding the connectivity and raising to technology any chronic issues.
• Working in escalating any coverage incident impacting the stores.
• Provide descriptive reports for retail stores overall performance in terms of system stability.
• Working as Projects Manager for all the Vodafone Egypt retail projects.
• Owned and create new concepts Channels to enhance the retail customer experience or create new revenue streams.
• Identify and manage external vendors to obtain best support and flexibility for Vodafone.
• Monitor and manage project resources and staff to ensure that timelines and milestones are on schedule and project is within budget, Lead and motivate project teams.
• Achieve the team’s assigned strategic sales targets (MNP, Post-paid, enterprise, PC Connectivity, Blackberry and ADSL).
• Motivate staff members to up-sell and cross-sell Vodafone products & services.
• Increase the YOY revenue in addition to margins.
• Monitor the quality of sales & improve the closure rate MOM in addition to; enhance sales figures MOM.
• Ensure appropriate service is constantly given to all customers.
• Effective customers’ complaints handling and decrease them month over month.
• Ensure proper internal and interdepartmental communication.
• Ensure the quality of delivering consumer and enterprise Customer Care activities.
• Improve the team’s Telephonic interview, NPS, SL & IVR results in addition to; improve store visit report results.
• Handling variance reports and taking corrective and preventive actions in addition to; handling the cash end of day processes and delivering.
• Adherence to all cash operation policies & procedures.
• Manage and develop team’s performance.
• Update store’s communication messages.
• Provide support, guidance and solutions to the team.
• Consistent feedback in all directions.
• Setting a tailored development plan for each staff member, recognize the team’s efforts & performing monthly staff observation.
• Ensure effective daily briefing
• Performing coaching sessions.
• Performing monthly one on one to team members.
• Ensure that Vodafone culture are properly communicated & put in action.
• Achieve the company’s benchmark in Vodafone’s Employee Surveys.
• Ensure proper handling of opening and closing procedures.
• Maintain the agreed stock level at all times.
• Ensure efficient and smooth day to day operations in addition to; the team’s adherence to company’s policies and procedures.
• Communicate daily reports and correspondences to stakeholders.
• Cost efficiency and effectiveness implementation.
• Delivery of all the assigned tasks on time.
• Accurate inventory control and stock take.
• Maintain store’s look and feel (maintenance, cleanliness, displays, etc…)
• Assists in executing marketing strategies and objective.
• Assists marketing manager to coordinate a wide range of integrated marketing & communication activities with various marketing executives to execute and achieve approved corporate marketing strategies & objectives.
• Assists with newsletter, direct mail, advertising, and material editing and proofreading.
• Identifies marketing opportunities by identifying consumer requirements; defining market, competitor's Share assist in making a full market survey and establishing targeted Market share.
• Conduct regular visits for existing and potential clients according to targeted territory.
• Coordinates the execution of Web site content to meet marketing and communication objectives.
• Coordinating and implementing general awareness / corporate campaigns
• Create, prepare and assemble marketing brochures as needed.
• Making presentations to customer or client audiences or professional peers to enhance Sales Volume and assist in achieving Sales plan.
• Analyze and provide market analysis to improve product service positioning and increase effectiveness of the sales team.
• Plan the target for different sales areas and communicate down the line to ensure everyone is working towards achieving the company objective.
• Tracking the results and communicate to senior management regional results with our management directors.
• Driving the improvements in the sales process and organization to increase the effectiveness and efficiency of team.
• Ensure that all staff are equipped with the right skills & knowledge to optimize team as well as individual performance.
• Provides analytical support for pricing, forecasting, monthly sales for respective sales regions, including budgeting and developing tactical marketing and promotional plans.
• Maintain a healthy & professional relationship with all internal & external customers for the smooth operation of business.
• Launches and manages the achievement of sales targets for new products. Carries out market studies, builds the business case and obtains approval. Obtains marketing support, arranges & coordinates the product launch.
• Supervise our sales and marketing team on their daily calls, emails, and customer meetings.
• Supervise sales meetings with customers by visiting customers for feedback and highly oriented services they’re reached.
• Lead and develop the sales and marketing team to support sales. Strategies and deliver exceptional, profitable sales growth and results.
• Lead our regional sales team to meet our goals and objectives.
• Responsible for the development and performance of all sales activities in assigned markets.
• Maintain relations with industry contacts and lead sources and conduct demonstrations and meeting with clients.
• Handle and resolve all customer complaints efficiently & effectively.
• Responsible for the performance of all showroom staff activities.
• Supervise, motivate and monitor team performance.
• Create a positive work environment by providing support and encouragement through open communication, positive attitude and fair treatment.
• Plan, implement, assess and control systems to raise the level of Retail and Wholesale effectiveness within the region in the achievement of coverage distribution and displays.
• Conduct compelling showroom demonstrations for customers.
• Qualify and asses customers needs as part of the showroom demonstration.
• Develop and update personal products knowledge and discuss with colleagues creative methods to sell products and services.
• Report sales and forecasts to the Sales Manager.
• Report dysfunctional equipment and complex technical issues to the Operations Manager.
• Maintain strong relations with existing clients and identify new clients in order to grow the business.
• Research competitive products and pricing in order to maximize sales opportunities.
• Demonstrate presentations to clients .
• Get leads of new projects.
• Responsible for achieving the annual sales plan.
• Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.
• Providing guidance in areas of professional matters as requested or needed.
• Applying FCR concept for all customer’s inquires.
• Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
• Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.
• Adhere to Customer Operations Department policies and procedures.
• Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.
• Perform standardized activities and tasks efficiently and effectively.
• Perform standardized activities and tasks efficiently and effectively.
• Handle and retain all the customers’ complaints within the SLA.
• Handle all USB and mobile internet basic trouble shooting related issues.
• Supporting corporate queue by handling SME authorized and end-users inquires.
• Supporting collection queue by handling collections inquires and bills explanation.
• Explore the required negotiation skills for making payments' deals when needed.
• Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
• Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.
• Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold.
• Selling the company's products including: Computers, Laptops and Hardware devices.
• B2B sales involve selling products or services from one business to another.
• B2C sales involve direct selling to the consumer or end user.
• Listening to customer requirements and presenting appropriately to make a sale.
• Maintaining and developing relationships with existing customers in person, and via telephone calls and emails.
• Arranging meetings with potential customers to prospect for new business.
• Negotiating the terms of an agreement and closing sales.
• Gathering market and customer information.
• Negotiating on price and costs, delivery and specifications with buyers and managers.
• Challenging any objections with a view to getting the customer to buy.
• Reviewing our own sales performance, aiming to meet or exceed targets.
MIBA “Master International Business Administration” holder endorsed by ESLSCA Business School Egypt.
BA degree in Public & Private Law