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Job Description
Main Job Duties:
- Partner with internal stack holders to successfully introduce new products and processes to our customer base.
- Contribute effectively in CRM creation and development.
- Streamline database of business leads and identify opportunities (Local and international) to improve the customer experience and improve conversions.
- Create different partnerships opportunities with both private entities and official bodies that serve best company strategic objectives and boost service revenues.
- Account execution and prospecting local and international partnerships.
- Coordinate with call center and partner with retail & corporate teams to assess and strengthen process controls and regulatory adherence in direct relation with enhancing customer experience.
- Provide training for operations team and call center agents to ensure timely resolution of inquiries impacting customer experience including but not limited to providing real-time support.
- Analyze different evaluative tools to capture customers experience and insights (Outdoor meetings, Net Promoter surveys, Curtsy calls, Complaint Tracking, Call recordings, Operational metrics, field research…etc.).
- Assure that customer excellence processes and procedure are fully utilized across all customer touch points (call center, offices and account management).
- Implement different approaches related to customer excellence (courtesy calls, NPS, Surveys, Physical visits, Mystery shoppers, call records …Etc.).
- Deal with any escalated customer complaint. Handle complaint communication cycle of all corporate & retail customers. Follow up with customers & advice with prompt reply.
- Carry on appropriate and adequate investigation in all escalated and triggered complaint cases. This includes the recording of all communications on Rent-Way between the various parties and all verified records are taken into consideration.
- Execute budgets for strategic innovation development, strategic marketing, partnerships and customer journey.
- Contributes to the total effectiveness of the department, communicating openly, solving problems proactively, offering creative ideas and working as a positive, engaged team member. Internal communication.
- Bring new product ideas to the table via market and customer research.
Sharp focus on revenue and margin opportunities that fit the company’s strategy and core competencies. - Drive and own initiatives from start to close and typically including key departmental stakeholders.
- Manage the entire product life cycle from strategic planning to tactical activities.
- Develop, measure and track Return On Investments (ROI) of products and product lines and develop product Key Performance Indicators (KPI).
- Analyze customer, channel, competitive and market data.
- Meet with customers and stakeholders to assess market need
- Bring new product ideas to the table via market and customer research.
- Sharp focus on revenue and margin opportunities that fit the company’s strategy and core competencies.
- Drive and own initiatives from start to close and typically including key departmental stakeholders.
- Manage the entire product life cycle from strategic planning to tactical activities.
Job Requirements
- Bachelor’s Degree of business administration.
- 2-3 Years of experience in a similar field.
- Very Good command of English language (Speaking, reading and writing).
- Outstanding communication and presentation skills.
- Strong marketing, product management and analytical skills.
- Preferably lives in the following neighborhoods:Heliopolis , Sheraton, Nasr City.
