Trade Marketing Manager
Vodafone Qatar
مجموع سنوات الخبرة :23 years, 2 أشهر
Channel strategy and BTL Execution: Ability to determine, develop, implement and review full communication matrix for various campaigns
Attendance of various Go to Market \[GTM\] meetings
BTL Campaign development end to end. This includes and is not limited to: agency briefing, design development, adaptation, execution and implementation, including review and budget management
Ensure spend is within agreed trade/marketing budgets including tracking and reporting of spend
Identify and manage any PR opportunities and liaise with Media Relations and Channel Heads in the production of press worthy material
Understand and monitor the competitive environment and quickly provide appropriate responses to competitor actions.
Ongoing engagement and relationship development with Channel Heads, Marketing Managers, Terminals team and the broader Brand & Communication team in order to deliver the proposition at hand
Maintain relationships with agencies and suppliers to maximise value for Vodafone Qatar
At all times be an ambassador for Vodafone Qatar and do things in the Vodafone way
Managing Vodafone retail branding & communication guidelines. This includes defining, implementing & monitoring the brand & communication activities in retail channel.
Handling marketing communication activities in Vodafone Egypt retail expansion project. This includes stores layouts, communication mediums planning & implementation, in-store branding activities, final store look & feel, and customer experience elements.
Managing digital signage communication network in retail stores. This includes contracting, designing and implementing the network hardware with suppliers according to channel’s requirement. This is to ensure deploying state of the art communication mediums is being utilized.
Define, implement and monitor Below The Line communication plan/calendar of activities in all trade channels. This includes defining appropriate communication medium for each channel to deliver on best communication plans execution.
Monitoring BTL communication across channels to ensure effective & efficient implementation of communication in all trade touch points.
Support new products, services & promotional launches in trade channels, tailoring the “how to” plans per channel to maximize reach based customer segmentation and product details.
Manage Vodafone’s brand guidelines in trade touch points (exclusive and non-exclusive dealers shops, TKA, and new points of sales) to maximize brand equity across all consumer sales channels.
Identify and implement new accounts’ look & feel of different customer touch points based on customers’ profile, products, account types & locations. This includes design briefing, implementation & monitoring.
Managing third parties & partners commitment to Vodafone brand & communication guidelines.
Perform communication activities requirements for channel marketing and sales teams initiatives through trade channels.
Support enterprise/corporate segments activities through managing BTL communication plans in trade channels. This also includes creating selling locations.
- Ensure that all customers’ complaints are received and handled efficiently in a way that exceeds our customers' expectations.
- Follow complaint management’s processes and policies whilst living up passion for our customers.
- Analyze and solve customer complaints using “customers’ eyes” and find the right balance with the need to improve and sustain business profitability.
- Interact with all concerned internal and external parties in a highly professional manner.
- Be a driver for customer satisfaction and loyalty.
- Preparing data warehouse reports.
- Manage and monitor all cross-functional projects with different departments related to complaints management‘s issues.
- Prepare pre meeting requirements including invitations, agenda and documentation.
- Own and manage the VF Egypt customer relationship through conducting calls is an efficient and timely manner.
- Sell products, services and promotions through providing customers with accurate and timely information.
- Communicate positively with all involved departments in order to facilitate customers receiving the expected distinguished service.
- Retain and enhance VF Egypt customers’ loyalty.
- Ability to identify opportunities to enhance the customer’s awareness of the value of the service we provide, thus increasing revenue.
- Assigned to train and supervise agents from Raya & Ecco call centers to conduct outbound calls to achieve the same goals of the team.
- Serving the internal & external customers technical inquiries within the entire Vodafone Web and Data based services.
- Present to new hires, different departments, and higher management levels.
- Ability to handle technical escalated calls from the call center agents.
- Handling customers’ complaints on walking area meetings.
- Communicate with other divisions, departments & facilitate meetings.
- Selected to promote Vodafone Live during the events held in Alexandria (Alexandria Sporting Club, Apr 2003 & Rotary 76th District Forum May 2003). During which I promoted the product (in the first introduction to the Egyptian market) including customer education & selling activities.
- Providing the best service to retain our customers in order to gain their loyalty, through handling inbound and outbound calls in a professional way, listen to the customers complains and demands.
- Provide excellent quality service standards and implement the one call resolution.
- Provide the customers with accurate information related to the company services and products.
- Liaise with other departments to resolve customer’s problems and queries when needed.
- Handled Cargo & Express incoming & outgoing shipments, beginning with shipment receipt and ending with follow up on the delivery reports locally & internationally.
- Reported receipt & delivery of shipments to Aramex international hubs.
- Planned & supervised the delivery function performed by the couriers.
- Follow-up on custom-clearance process of shipments.
- Analyze report the monthly activity of incoming and outgoing shipments to the operations manager.
Bachelor, of Science in Foreign Trade, English Section