Dealers Network Development, Costumer Experience Management, and Training Director
NISSAN MOTOR EGYPT S.A.E.
مجموع سنوات الخبرة :25 years, 7 أشهر
Responsible for the development of the following departments:
o Dealer Network Development
o CRM & Costumer Experience Management
o QMS-Quality Management System
o Training
Additional Responsibilities:
o Ensure budget/CAPEX adherence and allocations.
o Evaluate new business opportunities by executing the relevant feasibility studies.
o Other ad hoc assignments that may require achieving the overall effectiveness of the Business.
1. Expand Dealer Network & prepare Dealers recruitment/Opining Process.
2. Evaluate an accurate and fair/systemic periodical auditing & Define gab analysis.
3. Implementing NSSW activities (CS Improvement, RVI implementation, CHS).
4. Design and implement regular CS survey to monitor Dealers performance
5. Develop corrective action plans and necessary KPI’s with Dealers regularly, Follow-up, Tracks & analyze the progress, Identifies occurrences where improvement in the Customer experience resulted in brand loyalty.
6. Setup, Remodel and Renovate NISSAN’s entire network current and future.
7. SCI (Customer Satisfaction Index), SSI (Sales Satisfaction Index) & CRM, Routinely analyzes sales satisfaction survey results and all costumer contact sources to evaluate feedback and customer interaction information.
8. Customer Touch Point/Customer Voice.
9. Training (Product Knowledge - Non-Technical - Technical of Non-Technical - Soft Skills).
1. Setup, Restructure, Remodel &/Or renovate all GB Auto Group’s entire network current and future for owned, Authorized Dealers & Authorized Service Facilities for both Egypt & Region.
(Passenger Vehicles “HYUNDAI/MAZDA/GEELY”, Commercial Vehicles, Tires & Mores, North Pan Africa…etc.)
2. Implementation and standardization of corporate Identities across all brands/dealerships.
3. Dealers Development across Egypt/Region - new opportunities, locations, splits & expansions.
4. Oversee all new openings.
5. Liaise with project teams on brand/dealership image/ construction and opining.
6. Assess and evaluate an accurate and fair periodical and systemic auditing across all brands all over the network in order to define gab analysis.
7. Training setup incorporation with all Brands mother companies and Centennial Collage.
8. Implementation of New programs designated by all the brands mother companies.
9. Implementation of Dealers Enhancement and Development Programs.
10. Enhance performance all over GB Auto network for both Egypt & Region.
11. Monitor/Insure all implemented processes are working well.
12. Raise the Brands Network competitiveness.
13. Maintaining relationship with the Dealers as well as.
14. Enhance BRAND IMAGE for all brands & GB Ghabbour AUTO.
15. Securing compliance for out-door advertising is within the policies and procedures.
16. Defining, Maintaining & analyzing Customer Touch Points across all brands/Facilities.
17. Setup, operation, Summarizing Feedback of Test Drive Process.
18. CSI, SSI & KPIs (Monitoring & regularly reporting the Customer Satisfaction Index).
19. Costumer Touch Points.
20. CRM & Call center.
21. Test Drive.
Ensure that all branches will use their potential in terms of Sales efficiency, After Sales quality and dealers facilities in order to achieve the DEP Department target in order to improve customer satisfaction index, increasing company profitability & Enhancing the brand image as follow:
1. Implementation and standardization of HYUNDAI MOTOR COMPANY Standards across all branches/ dealerships.
2. Auditing & evaluating all HYUNDAI branches Standards across all branches/ dealerships.
3. Setup improvement/Enhancement action Plans.
4. Develop SOP for various Sales, Service & Spare Parts operations.
5. Monitor & analyze KPIs across all branches/ dealerships.
6. Ensure achievement of HGSI (HYUNDAI Global Satisfaction Index) & Dealer Enhancement Program.
7. Implementation of the ELITE Model Dealer Certification Program as per as HMC requirements.
1. Responsible for the presence of every single pharmaceutical tender all over Egypt (Hospitals, army, governmental medical society, private hospitals, institutional & hospital universities).
2. Responsible for all the prices lists, offers, tender’s prices lists & discounts.
3. Responsible for developing and direction of marketing strategies (planning, targeting, segmentation, positioning & follow up) of the promotions & activity's of the pharmaceutical products of the company before & after the tenders (directions of Fourteen Professional medical Representative & there supervisors).
4. Monitoring and periodical reporting on progress on the project marketing plan.
1. Responsible for direction of West Cairo sales.(Nine sales Representatives & Two Sales supervisors )
2. Responsible for direction of West Cairo promotions of the pharmaceutical products ( Three supervisors & there teams including 24 medical Representatives )
3. Planning, targeting & follow up of new products (preparing & action planes for the pre lunch & lunches of the new products) this process should be in coordination with the marketing department (either marketing manager, product managers).
4. Organization of medical conference
1. One year Down Town & one year Cairo West.
2. Lebanon conference of oncology products.
3. Tunisia conference of oncology products.
1. Coordination in a Hospital Team Responsible for promotion of west Cairo hospitals.
2. Numerous achievements in win back and competitive Pharmaceutical business
I.e. Police, Army, Petroleum companies and west Cairo outlets.
3. Pre launching/ launching of the Viagra product, Pfizer Egypt, year 2000.
Performance Improving Training (PIT).
Process Enhancement Practical Implantation (PEPI).
Diploma, Master diploma of Stock market
Technical analysis diploma
Master's degree , Business Administration (MBA)
Veterinary Medicine
