Emad Ibrahim
Marketing Segment Manager at STC Company Riyadh, Saudi Arabia
Contact Information
Email Address: ed.ibrahim@hotmail.com
Mobile Phone: +966566669849
Country: Riyadh, Saudi Arabia
Skype: PmEmad
Personal Information
Birth Date: 11 December 1981
Gender: Male
Nationality: Egypt
Visa Status: Residency Visa (Transferable)
Career Objectives
Seeking a challenging career in a reputed organization and to contribute in a dynamic environment, enhancing my capabilities with career opportunities in consumer marketing field, within a commercial environment industry.
Professional portfolio
Customer Lifecycle Management, Marketing Segment Manager
Saudi Telecom Company
Company Industry: Telecommunications Job Role: Marketing/PR
Location: Riyadh, Saudi Arabia. July 2013 – Present
Fully responsible for all commercial marketing activities related to segmentation keys like:
Key responsibilities
A. Customer base management (CBM).
B. Customer value management (CVM).
C. Designing tailored offers.
A. Customer base management:
1. Implement and develop marketing plans/strategies to ensure market share and revenue growth.
2. Ensure that the execution of the strategy is delivered and key milestones are met.
3. Solid understanding of customer lifecycle management and core marketing principals.
4. Understand the current implementation of existing process vs. the actual, in order to spot unforeseen phenomena within the process, system, business rules, and staff involvement, among both CC/Sales channels.
5. Conduct market studies based on multi-dimensional (Customer segmentation, profile, behavior, usage, revenues drop, focus group and pilot phase).
6. Engage with the customer services, retention, operations and editorial teams to develop remediation plans and long-term strategies to deliver a positive customer experience “WOM”.
7. Analyze segment needs &requirements and develop appropriate value propositions
B. Customer value management:
8. Identifying business opportunities and risks for optimal customer value management.
9. Evaluate programs/promotions results (target & control group) and optimize as needed.
10. Manage, monitor revenues trend analysis to identify best targeted segments and criteria.
11. Refine segments, promotions and campaigns based on post-evaluation for the Pilot phase.
12. Increase profitability of existing products by running a revenue boosting promos.
13. Identify revenue generating opportunities, and overall return on investment.
14. Enhancement of customer usage, consumption, experience & lifecycle by offering the best fit Up/Cross-Sell campaigns based on their usage behavior (on/cross-net, IDD, SMS, MMS, video calling, data, VAS trends) & (MO/MT).
C. Designing tailored offers:
15. Create, design and deliver out-of-the-box marketing campaigns, ATL/BTL offers that will enrich customer experience, CSI, customer lifetime value and revenue, as per roadmap. In order to create customer stickiness to the company.
16. Effective product planning & positioning based on strategic benchmarking, in accordance with company’s set of objectives, targets, policies and processes.
17. Ensure all programs/promotions are properly aligned to customer segments, strategic goals and business plans.
18. Manage all communication channels, using call center outbound team, IVR recorded massages, SMS, direct email& digital forums.
19. Engage with planning & budgeting team on building the required financials assumptions for any business case.
20. Create feasibility studies
21. Build best practice guidelines/FAQ for “Go-to-Market” – i.e. communications, sales, customer experience and customer service elements of our propositions.
Marketing Retention Manager
Mobily Company
Company Industry: Telecommunications Job Role: Marketing/PR
Location: Riyadh, Saudi Arabia. April 2010 – July 2013
Key responsibilities
A. Managing churn across segment.
B. Customer experience program (CEX).
A. Managing churn across segment:
1. Implementing micro-segmentation based on customer value, tenure, propensity to churn, and lifecycle stage.
2. Keep a close eye on customer usage behavior across key segments that have a churn potential, and subsequently target them with an offer.
3. Monitor MNP service, to counter any competition offers and enhance port in numbers
4. Close cooperation with market research/outbound team for the sake of understanding the key customer churn driver(s)/reason(s).
5. Seek offers to win back, reward, and retain revenue dropped customers, either from on spot programs, contingency plans or from regular BTLs. And devise solutions in order to prevent future issues.
6. Own and manage churn forecasting. Ensure that forecasts are robust.
7. Achieve the yearly churn targets, within the assigned retention budget.
8. Optimizing Churn Prediction & inactivity Models to reduce churn through better targeted offers.
9. Putting in place CVM and Retention offers for revenue enhancement and base management
B. Customer experience program:
10. Managing end-to-end Customer Lifecycle and Customer Experience for voice and data customers
11. Design & Implement various CEX programs & activities within consumer marketing aimed at identify and engage with unpinned alternate micro segments to enhance their experience and lifecycle, as well as deliver our WOM.
12. Identify an untapped alternate segment as a group of customers with specific and similar set of behaviors, and where not recognized as a segment by Mobily.
13. Defined customer journey across all touch points and devised initiatives to improve CEX at each touch point.
14. Increased CSI for to gain lead over competition and to establish as benchmark in Middle East region.
Business Analyst
Mobily Company
Company Industry: Telecommunications Job Role: Marketing/PR
Location: Riyadh, Saudi Arabia. Aug 2008 – April 2010
Key responsibilities
1. Monitoring and reporting the ongoing promotions and revenue margin trends to the management on weekly/ monthly basis.
2. Benchmark quality performance with local / international competitors
3. Market analysis and requirement gathering for new products and services through different methods. (Focus groups, direct mails, one on one etc.).
4. Controlling incentive and Commission scheme for all retail department, and coordinating with H.R to insure delivering within the SLA.
5. Recommend products, policies, systems and process improvements based on the customer experience and feedback.
6. Closely monitor Processes implementation & ensure full communications to all concerned parties
7. Undertake a SWOT analysis for managing potential and actual impacts / risks, taking corrective action.
8. Analyze customer concerns and troubleshoot to determine root cause of problem.
9. Periodically evaluate quality of acquisition & Quality of service areas.
10. Communicate continuously with other departments (credit control, sales, customer care, activation) enhancing the work flow of cross departmental activities.
Marketing & Sales Executive
Axiom Telecom
Company Industry: Telecommunications Job Role: Marketing/PR
Location: Riyadh, Saudi Arabia. Jan 2006 – Aug 2008
Key responsibilities
1. Review with sales managers the business plan to develop & specify objectives of the flagship & to ensure targets are achieved.
2. Following up quantitative & qualitative sales performance.
3. Ensure required SLAs & KPIs are achieved.
4. Ensuring procedures are in line with sales quality standards & work instructions.
5. Perform field visits to sales channels in order to ensure accurate and consistent information delivery to our customers and identify training needs if required.
6. Prepare annual sales analysis & forecast reports for the retail department & distribute monthly target among existing flagships.
7. Reviewing the policies & processes of sales operations in retail.
8. Compile and analyze accounting records and observe expenses “CapEx & OpEx” to determine Outlets/Region profitability and acquisition costs.
9. Analyze monthly Retail Department budgeting and accounting reports to maintain expenditure controls.
10. Suggest improvements in all processes related to handling corporate accounts requests, issues & complaints.
Customer Service Representative
Shabakah net Co.
Company Industry: Information Technology and Services Job Role: Customer Service
Location: Riyadh, Saudi Arabia. May 2005 – Jan 2006
Key responsibilities
1. Handling customer inquiries & complaints through phone.
2. Up selling & cross selling existing and new services.
3. Detecting technical/network problems & reporting them to concerned department to take corrective action.
Education attainment
o Bachelor's degree, Faculty of Commerce, Business Administration 2003 from Egypt.
o Additional Courses:
• 2000: MS Windows– MS Word– MS Excel- PowerPoint.
• 2002: Business Etiquette.
• 2002: Advanced Customer Handling Skills & Leadership.
• 2003: Customer Handling Skills Techniques.
• 2003: Coaching & Leadership.
• 2004: Team Building.
• 2005: Selling Skills.
• 2005: Exceptional Customer Service.
• 2006: Effective communication skills.
• 2006: Time & stress management.
• 2007: Advanced business process analysis, mapping & modelling.
• 2009: Simplification of work processes & procedures.
• 2010: Planning & managing marketing campaign.
• 2010: International sales and marketing diploma from New Horizon Learning Institute
• 2011: Preparing an effective marketing plan.
• 2013: Focus to win.
• 2015: Preparing for MBA certificate (University of Northampton).
Skills
o Team player with a keen sense and dedication for achieving targets and producing quality creative output.
o Innovative, entrepreneurial thinking with strong business planning, statistics and analytical skills.
o Strong interpersonal skills with a view to maintaining effective working relationships.
o Organizational & cultural sensitivity.
o Managing multiple priorities, while working under strict & aggressive deadlines.
o Self-motivated, self-starter, disciplined, fast learner, organized and Innovative thinker.
o Able to demonstrate excellent team player traits with a proactive mind-set.
o Able to work effectively with a wide range of cultures in a diverse markets/community.
o Ability to work collaboratively and deliver projects in a complex environment.
o Business development & Risk assessment.
o Presentation and reporting skills (PowerPoint, MS-Excel &think-cell).
Key Achievements
• Design & Implement various CEX programs & activities within consumer marketing aimed at identify and engage with unpinned alternate micro segments to enhance their experience and lifecycle, as well as deliver our WOM.
• Enhancement of customer usage, consumption, experience & lifecycle by offering the best fit Up/Cross-Sell campaigns based on their usage behavior (on/cross-net, IDD, SMS, MMS, video calling, data, VAS trends), (MO/MT).
Social Connectors Project: (CEX)
Objectives: Identify and engage with an Alternative Social connectors segment, whereas social connectors customers are the customers with large number of connections whither friends or family circle, within their specific Mobily community, thus achieving the status of ‘influencer’.
Methodology & Mechanics: Social connector customers’ journey go through 6 touch points (Identification, Profiling, Delighting, On-boarding, Expanding Community, Engaging), in order to track the delivery of the customer experience, ambition and touch point promises.
KPI: Customer Satisfaction (NPS), Customer Lifecycle (tenure), Customer Engagement, Customer Win-back and Revenue stretch
Early Adopters Project: (CEX)
Objectives:
• Deliver a delightful customers experience, for the first early adopters’ customers who are enthusiastic about new technologies launched by Mobily and are the first ones to buy, during launch days at Retail/FBOs.
• Conduct customer engagement activities in future utilizing the database.
• Create pre-event buzz on social media about special surprise for early adopters’ customers.
• Hype and uploaded selected short videos for lucky early adopters customers on Mobily YouTube channel and Facebook page to publish their experience & further the use of as “testimonials”.
Up/Cross-Sell projects:
Objectives
• Enhancement of customer experience & lifecycle by understanding their usage behavior (Customer Tenure, Behavior segmentation & Value segment)
• Delighting them by offering the best fit Up/Cross-Sell campaigns.
KPI Stimulate the usage/revenue, Decrease the Churn and Customer engagement
Up/Cross-Sell projects
A. Data Customers Up/Cross-Sell
B. Up/Cross-Sell IDD & National Voice Customer
C. VAS Cross-Sell
D. Next Best Action (NBA)
Fully automated and integrated NBA framework which offer the best suited campaign to customers.
Objectives
• To invest online customers during the service requests contained in outlets or in the call center.
• To keep customer and avoid losing him by raising the proportion of their loyalty.
• To support staff in operations of Up/Cross-Sell in the system by granting offers suitable for customer depending on customer behavior and consumption.
• To enrich the sales skills and transfer of staff from service providers (like package conversion service or line termination service and other services) to sales staff and service providers at the same time.
• Give employees an opportunity to increase their income through sales that have been.
Declaration: I hereby certify that the above information is true and correct to the best of my knowledge and belief.
Emad Ibrahim