Head of Content, Community and Customer Care Department
7awi.com
Total des années d'expérience :16 years, 8 Mois
responsible mainly for four areas: Content Moderation & Creation, Community management and Online Customer Care, Social media platforms
Content:
• Content creation - Professional writing, which includes for example without narrowing the options: blog posts, articles, newsletters, PRs, communications materials, mail shot, banners text, user agreement, site messages and descriptions. And
so on
• Set the content moderation strategy, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools
• Generate compelling editorial content - like: FAQ, Help Section, Community guide lines - and manage a schedule of webchats and competitions for the site communities to engage with, and lead them into contributing their own high quality submissions across the entire suite of tools available
• Moderate all User Generated Content according to the Moderation policy, liaising with the Legal team where required.
Community:
• Set the online community strategy, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools.
• Work with the Product development team to ensure the community platform are kept up to date and functional, as well as influence the roadmap by collating user feedback.
• Act as an advocate of the Company in the brand’s community and as the advocate of the community within the Company, engaging in dialogues and answering questions where appropriate.
• Ensuring return of lapsed readers through the judicious use of regular system mass emails and producing a regular community newsletters and editorial.
• Manage a Volunteer Hosting program and build an active community leader network.
• Regularly feedback insights gained from community monitoring into the Marketing and Editorial teams, to help them evolve their strategies in a timely fashion.
• Monitor trends in online community tools, trends and applications.
• Set the customer care strategy, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools.
Online Customer Care:
• Set the online customer care strategy, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our users with the help of various communication tools (Email, live chat and handling support email)
• Produce and update the FAQs.
• Produce reports on regular basis (weekly and monthly) about users feedback with (complaints, suggestions, thank u, bugs and issues and so on) and share these reports with management and other departments.
• Call center: as a customer care department, we handle users calls and inquires as well we call some users on weekly basis for many reasons like: their feedback about new feature and so on.
• handling all services related to special member ship and VIP user like: payment, renewal their subscriptions and so on.
responsible mainly for three areas: Content Moderation & Creation, Community management and Online Customer Care, I manage a team from
Content:
• Content creation - Professional writing, which includes for example without narrowing the options: blog posts, articles, newsletters, PRs, communications materials, , mail shot, banners text, user agreement, site messages and descriptions. And
so on
• Set the content moderation strategy, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools
• Generate compelling editorial content - like: FAQ, Help Section, Community guide lines - and manage a schedule of webchats and competitions for the site communities to engage with, and lead them into contributing their own high quality submissions across the entire suite of tools available
• Moderate all User Generated Content according to the Moderation policy, liaising with the Legal team where required.
Community:
• Set the online community strategy, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools.
• Work with the Product development team to ensure the community platform are kept up to date and functional, as well as influence the roadmap by collating user feedback.
• Act as an advocate of the Company in the brand’s community and as the advocate of the community within the Company, engaging in dialogues and answering questions where appropriate.
• Ensuring return of lapsed readers through the judicious use of regular system mass emails and producing a regular community newsletters and editorial.
• Manage a Volunteer Hosting program and build an active community leader network.
• Regularly feedback insights gained from community monitoring into the Marketing and Editorial teams, to help them evolve their strategies in a timely fashion.
• Monitor trends in online community tools, trends and applications.
• Set the customer care strategy, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools.
Online Customer Care:
• Set the online customer care strategy, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our users with the help of various communication tools
• Produce and update the FAQs.
• Produce reports on regular basis (weekly and monthly) about users feedback with (complaints, suggestions, thank u, bugs and issues and so on) and share these reports with management and other departments.
• Call center: as a customer care department, we handle users calls and inquires as well we call some users on weekly basis for many reasons like: their feedback about new feature and so on.
• handling all services related to special member ship and VIP user like: payment, renewal their subscriptions and so on.
responsible mainly for managing the content team (Egypt) for writing a description for products based on content plan, trends and SEO side.
• Building, managing and expanding online communities for many sites and startups projects like Daftaree, Sa7at.
• Responsible for gathering competitive industry and market analysis to understand community/customers’ needs current trends and partnership opportunities.
• Understanding user needs, gather requirements, create roadmaps, assess and recommend new products and/or new feature.
• keep applying innovative ideas and concepts to improve product features and performance and expanding communities.
• Manage community leaders and partner relationships, identifying necessary and/or desirable third-party features, negotiating agreements and contracts, and managing partnership integration.
• Work closely with internal marketing, advertising, sales, design & development, business development, PR, accounting, and other functional units in order to successfully manage and coordinate all products and features related to projects under my managements.
• During that, I founded my startup "online community agency" under the name Um-mah, which provides four main services: Content producing, building & managing communities, managing social media and public relations & outreach.
During the 4+ years that I have worked in, I covered various roles in community management, product management, QA, content creation and content acquisition
• Managing Yahoo! Maktoob Blogs and I am an active blogger with positive influence on other bloggers on the platform.
• I have also managed the following Maktoob channels: Yahoo Homepage, News, Seen Jeem, Zoom, Maktoob forums, Sawt Al-Islam and Ramadan.
• I was responsible for a new type of content tasks which included content, community and social media under the name SSP (social -scene- people).
• I write articles for Maktoob Helwa from time to time.
• I am deeply involved in content acquisition deals especially for Ramadan and Sawt Al-Islam channels.
• I regularly apply white hat SEO approaches
• I have great understanding of web & user-experience best practices.
• Maintained high level of quality on properties that I managed.
• I am used to interact with users directly to get their feedback and to highlight special features and tools in properties I am responsible for which clearly reflects on the rich FAQ sections I prepare in addition to interactive tutorials and remote online workshops I held.
