Marketing Operations Manager
INTDV
Total des années d'expérience :19 years, 6 Mois
- Managing marketing operations and communications.
- Manage loyalty marketing programs plan for CRM
- Manage and advice Chatbot Analysis by enhancing the customer chatbot experience to be presented in Gitex event.
- Manage marketing operations and multi-discipline digital experience team (Social media, Digital marketing, marketing traffic and communication, graphic designer, Art director, copywriter)
- Manage the Email marketing, website landing pages
- Manage marketing automation requirements & CRM lead generation efforts.
- Manage the proposals &communication with different marketing automation and social media management platforms vendor's (Marketo, Hubspot, Salesforce cloud, salesfusion, HootSuite, social baker, agorapulse)
-Manage Media Agency work and set periodical meeting to follow the status report work
- Work with dpa reporter agency through Journalists to receive the customized website blog contents.
- Manage the Participation of the company into big events (Gitexweek) in Dubai world trade center
- Manage the Digital work (Email invite, Email signature, social media campaigns, and onsite event press release .etc)
- Manage team to deliver the company logos, covers, videos, leaflet, presentation, business cards, work with vendors for booth stand, work with event organizer account manager, catering, ushers, …etc)
- Define the campaign design best practice, drive processes that ensure consistent campaign effectiveness measurement.
- Program Manage projects with AI team that scale operational as well as management reporting that demonstrates marketing program effectiveness.
- Act as SAP Project Manager (select vendor) and managing our SAP support contract with vendor.
- Coordinate the renew process of user license with SAP Company.
- The main point of contact for the coordination between oil services company and vendor for SAP application to cover in scope and out of scope agreement & SLA.
- Measure user’s feedback for the customized reports of (FI and MM modules) or PO forms.
- Work with vendor to add approval levels for POs and PRs.
- Administrate & Create User Accounts logins for SAP Systems.
- Administrate User Security access, authorization and violations
Drive Digital governance and setting of standards for Microsoft Product for all Marketing platforms channels (MEA and France).
Managing data, campaign production, digital and client service operations teams of over 50 heads across 3 locations in Cairo, Beirut and Dubai.
I have a working knowledge of the Microsoft internally built/used marketing tools and infrastructure used for operations, as well as in-depth understanding of analytics, strategy, operational management and process management of the SMSC.
Served as a primary thought leader in facilitating Sales and Marketing business Program, policies, privacy policy, applying Corp process and updates into fields and reviewing field local process analysis with corp.
Manage customer related contents published via various channels and work on improving content management systems and tools in order to inform, engage and grow our customers.
Support the development of best practice, policies and standards to maintain consistency across all communications
Act as process manager, responsible for managing policies, procedures related to marketing Automation operation center for Microsoft MEA and France region.
Ensure compliance with global corporate Microsoft operation Quality Management System, policies, procedures and work processes.
Collaborating with internal operational and marketing teams to standardize the internal and external policy-related resource material
Authored business rules, SIPOCs, scope, contact matrix, escalation path, Digital Marketing privacy governance rules, field status updates, on-boarding guide, change management, high level flowchart of marketing operation.
Worked under the leadership of the US Corp Process & Privacy Managers, considered as Process and privacy consultant for Microsoft marketers and other stakeholders.
Successfully deployed marketing technology tools & programs.
Oversee key client implementation projects and relationships to ensure the highest possible quality work results
Accomplishments:
Team member of SMSC (Sales and marketing services center) Cairo right from day one/pilot phase.
Onboarded and implemented Marketing services operation for Microsoft France and MEA subsidiaries
Lead factories team and assign client requests.
Handpicked to serve as Service Account Manager & Project Manager for France, Turkey and Egypt Subsidiaries.
Superintended a team of 32 digital marketing campaigns project members, classified to different Factories Analysts (Emails, Data, Campaign measurement’s, Events, profiling, ROMI, digital destination, Budgeting) through assign and planning tasks.
Prepare monthly schedules for the team members.
Assure work quality and monitoring tasks delivery& meeting deadlines.
Successfully registered an overall satisfaction of 97% for Egypt and 100% for Turkey, based on the MSC Surveys.
Key Responsibilities:
Understand campaign brief and apply the best scenario using above digital marketing tools.
Monitor the daily workload, Reassign tasks and manage fair distribution of tasks.
Acted as a catalyst in the evolution of business process excellence, established and managed subsidiaries business rules and process updates.
Defined process for handling campaign’s & events segmentation and audiences for Microsoft. Directed various aspects of complex, highly visible, and comprehensive process and work-flow initiatives.
Ensured high-level deliverables across projects. Proffered expert advice for digital projects developed for the agency’s clients. Provided strategic project leadership right from initiation to delivery including strategic planning phase of these projects.
Chaired meetings with Marketing Managers to develop insights & analyze their marketing objectives/needs, follow-up on projects/daily updates to ensure agreed Service Level Agreement are met with high quality.
Optimized campaign setup processes and followed-up with MarCom Managers across Microsoft MEA, france Region for email campaigns.
Facilitated the adoption and implementation of engagement review and quality assurance procedures in accordance with Wunderman methodology to ensure seamless execution of consulting engagements as measured by regional goals and customer satisfaction.
Provided operations leadership to manage 5 shared junior resources, responsible for assigning tasks and managing their SLA’s.
Identified client needs and challenges and provided solutions-oriented campaign themes and timelines. Validated the input & content for any new marketing campaign.
Administered the Turkish pilot Fast Track project with ability to send static emails in 24 hours.
Successfully implemented automated nurture programs for B2B marketers leveraging LinkedIn's bottom-funnel marketing solutions.
Supporting the marketing manager and other colleagues, this includes; Product Managers, Business Development Managers and Sales teams.
Liaising with EMEA digital team in MEA counties
Liaising with the central marketing team for email marketing, website content, social media, video production and other activities.
Arranging the effective distribution of marketing materials across the Middle East and Africa, France.
Managing the online production of marketing materials.
Organizing and attending events such as conferences and seminars-some events .
Updating the web content in MEA countries in coordination with local and regional marketing teams.
Managing all social media activities in MEA countries in coordination with EMEA marketing team.
Developing email marketing activities in MEA countries and report the results.
Contributing to, and developing, marketing plans and strategies.
Evaluating marketing campaigns.
Work on daily basis on marketing campaign tools (Email marketing (Salesforce cloud ”ET", Event creations (live meeting, on-demand), profiling, Analytic listpull, CRM lead upload, execution planning, campaign measurement reporting, …)
Support Microsoft Marketing Communication Campaigns for MEA and France region.
Marketing Automation Consultant and Strategist
A first key player in the start-up Wunderman Egypt office (Marketing Services -Client Microsoft ), Team member of SMSC Cairo from day one (including pilot phase)
Handling Requests from Microsoft and setting up services for these requests like emails, events, databases and marketing campaigns over Middle East, Africa and France.
• Responsible for data preparation, data analysis, campaign execution, report building, etc. to meet client service level agreements.
• Transforming those business requirements into tactical execution deliverables (e.g. list pull, event set up, online profile forms created, campaign setup, email delivery, Newsletter, Website updates, Localization, etc.) using marketing automation tools (salesforce cloud, Marketo, ..ect)
• Performing campaign quality checks on finalized campaigns.
• Prepare written analysis and present findings to internal and external clients (if needed).
• Taking business requirements from clients for use in campaign execution using Microsoft Corporate tools..
• Supporting the implementation of a program of promotional offers and value-add propositions to achieve revenue, yield improvement and online penetration targets. Proposes sales strategies for the continued grow of Microsoft products, including regular benchmarking against key competitors
• Supporting the implementation of communications plans online, identification of proper digital publications in the markets, interaction with online vendors to negotiate suitable rates, track performance.
• Supporting online marketing activity to increase relevant traffic flow and sales conversion, using viral, display, email marketing, Events, webinars, digital campaigns; ensure delivery of all campaign applications on time, to the highest standard
Setting and meeting performance targets for speed, efficiency and quality metrics
Manage and increase the effectiveness and efficiency of Support Services through improvements to each function
Coordination and communication between support and business functions
Improving performance by raising efficiency
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- Coaching, motivating and coordinating bonus, reward and incentive schemes
Handle clients’ complaints and requirements
Provide best practice expertise to identify performance gaps and improvement opportunities
Design process maps, procedures and controls
Monitor and audit the performance to ensure complying with the new processes and procedures
Develop business process maps for Contact Center operations based on COPC requirements and best practice.
Facilitated the business process, documented policies and processes, proffered the strategic direction that guides the organization toward objectives and goals. Utilized tools for call center forecasting and scheduling.
Developed strategic plans for service level targets as well as action plans based on the prior analysis and following up on their implementation. Crafted Agents, Operation KPIs, clients reporting plan.
Developed results driven performance culture, implemented business changes to all accounts to achieve best AHT and best utilization and occupancy.
Set performance targets to ensure compliance to customer operations performance center (COPC).
Manages the day-to-day operational and tactical aspects of multiple or large scale projects.
Oversees managers working on client engagements within practice.
Reviews high-level deliverables across projects.
Implements engagement review and quality assurance procedures in accordance with our methodology to ensure profitable and successful execution of consulting engagements as measured by regional goals and customer satisfaction.
Manages scope and mitigates risk across projects.
Serves as key participant in team and client meetings.
Handles difficult personnel situations directly, using appropriate discretion, HR advice, and respect for the individual.
Assist the Business Process.
Documenting policies processes.
Responsible for Agents, Operation KPIs, clients reporting plan
Planning for the Service level targets according to (Copc concepts)
Business changes to all accounts to achieve best AHT and best utilization and occupancy.
Change the performance targets when needed according to the industry benchmark and based on structured analysis
Using CMS, IEX for call center forecasting and scheduling
Collect the contact center performance data
analyze the collected data and distribute it to the concerned parties
Providing action plans based on the prior analysis and following up on their implementation
Responsible for reporting the contact center performance results to the client and following up to fulfill their requirements.
Responsible for managing and implementing the automated online reporting system in Xceed (Data Mart)
• Analyze client requirements and documenting them.
• Advice the best Business solution for the client need.
• Covering active clients and deliver the company support interventions through client assessment, procurement of service providers, and similar tasks.
• Preparing marketing surveys and following with customers till we close the sale.
• Functional Analyst and implementations of CRM.
• (Out Source at Pepsi, General Motors, FGF, Siemens)
• Customization of CRM and administration.
• Act as business solution support (CRM, Microsoft dynamic).
• Marketing Planning to apply it at CRM application
Faculty of Computer science and information System-Ain Shams university
Faculty of Computer science and information systems-Ain Shams university with Major Information system.