Head of Digital Projects
Wunderman
Total years of experience :12 years, 3 Months
In addition to the duties under the title Head of Customer Support:
- Managing the development team’s pricing for all projects including but not limited to: video development, animating banners, and developing websites
- Participating in all pitches and proposals that include digital projects, as well as creating suggested strategies, digital ideas with samples, in addition to pricing the digital services from the agency
- Handling any digital related requests, starting with the briefing session to delivering all their related deliverables
- Handling the project management part for the SEO services that the agency offers to its clients, through handling the strategy, KPIs, pricing, analysis, and reporting
- Managing all the website development and maintenance projects, beginning with pricing, briefing the designers, managing the content creation, overseeing the development phase, reaching
to launching the website
- Supervising and managing the moderation team in the Social Media department, including handling the budget and the hiring schemes of the team
- Responsible of purchasing and managing all the Social Media tools needed for the whole department, including training the team members how to use the tools
- Being involved with all the agency’s Social Media clients through having direct contact and training for all new products and services to be able to train the moderation team accordingly
- Provide support for Yahoo Customers through email & chat in English & Arabic, for multiple products and markets
- Work with engineers & product support team to ensure resolution of the issue
- Create and maintain help content in English and Arabic
- Support and interact with outsourced vendor organizations
- Ensure responses meet or exceed established metrics for response time, quality and customer satisfaction
- Handle customer refunds for paid services according to procedure and guidelines
- To handle (Assisted/Verified Assisted services ) as per the task list
- To follow up with clients and confirm their satisfaction on the short listed CVs
- Ensure user understands benefits of using website tools and basic functions by providing full site training physical or telephonic for all the system users
- To leverage this relationship ultimately to promote Bayt.com products and services and motivate repeat client usage (Renewals)
- To motivate clients to recommend Bayt.com through positive word of mouth (Referrals)
- To obtain testimonials from clients on the benefits of Bayt.com services
- To promote positive client experiences on Bayt.com