Community Manager
Axiom Telecom
Total years of experience :14 years, 11 Months
360 Community Management - Axiom Community & Four Mobile
• Community Strategy
Expanding and leading the community strategy and its goals by leveraging between functional departments (Customer Operations, Brand, Legal and HR) and seeking efficiencies in content, process and resources.
Assist with creation, conception, and presentation of social media strategy and integrated marketing campaigns.
• Publishing
Create and maintain Content Calendars.
• Management & Moderation
Review user generated comments and posts in a quick and timely manner.
Respond to comments, when appropriate, in order to foster a positive community and add value to the user’s experience.
Cultivating super users for product/service review discussions.
• Listening & Reporting
Summarize insights and conversations to create actionable that lead to optimization
• Make sure that we communicate all brand essence message and ensure delivery to our customers as well as ensure the understanding of our customers concerning brand messages through planning of appropriate cascading methods.
• Ensure the proper engagement of Vodafone’s customer in relation to the company’s objectives and deliverables through the different social media channels.
• Develop and execute detailed and innovative consumer focused programs to build up a vibrant community and engage prospective and existing users on social media networks, forums & online communities.
• Create viral online content and run special campaigns such as contests and online events for the community.
• Listen and participate to online conversations. Facilitate consumer relationship in social media.
• Regularly feedback insights gained from social media monitoring into the Marketing and Editorial teams, to help them evolve their strategies in a timely fashion.
• Achieve Vodafone customer satisfaction by continuously developing and enhancing the online customer experience
• Liaise with Vodafone Group and service model knowledge sharing and transfer of best practices and customer experience model
Projects
• Vodafone Egypt Facebook milestones for services / products since 1998.
• Vodafone Engezly Testing & UAT.
• Unboxing products educational videos.
• Own all customer inquiries regarding business solutions till closure and post resolution call to ensure customer satisfaction and close case
• Provides relevant and accurate information (Services, Products & Policies)
• Handle new complicated devices and business solutions currently in the market
• Meeting/exceeding department KPIs consistently & innovatively
• Ensure elimination of wrong transactions that leads to financial negative impact
• Awareness of the competition updates in business solutions products & services with high ability of comparing
• Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers
Projects
• Sherkety: Business solution for SME/SOHO including domain hosting service, CRM and campaign management.
Role: launching and support.
• Self help
• Social media support
• Handling inquiries from Vodafone Egypt employees, offshoring teams, managed services, retails and franchise as 1st line of support in Software and Hardware problems.
• Creating trouble tickets for 2nd line of support in case problem not solved in FCR.
• Monitoring violated and escalated trouble tickets, managing escalation matrix.
• Monitoring and managing Service level of the queue.
Projects:
• User education program.
4 years focusing on solid understanding of modern business fundamentals, as well as the essential IT skills necessary for today's dynamic business world.
