Eman Sobhy El Marakby

Customer Experience Director at MBG Developments | Customer Success, CRM , Operation & Community.Full Time

CRM Executive ManagerFull Time

• Job Details:• Manage Customer Experience with in main 5 sectors: • Facility Management, Community management, Customer Service, Sales, and Handover. • Create and recommend an effective operation plan to our clients according to FM standards considering operation needs. • Provide expert guidance to management on the process of changes & problem-solving. • Manage the Customer Experience, Center of Excellence through a direct communication with all customers, Developers and investigating all customer complaints to validate and resolve to sustain the customer satisfaction. • Drive Voice of Customers initiatives and providing senior leadership with customer feedback, data, and insights • Enhance the overall customer experience across all touchpoints. • Driving, monitoring, and engaging stakeholders to ensure the implementation of action plans that drive overall customer satisfaction. • Managing the overall service delivery operations across the service management platform to ensure compliance with SLAs and quality standards. • Coach and mentor, the different touch points staff on any related customer centric knowledge, up-to-date standards, and customer experience protocols. • Review Service Quality Controls on pre-set standards and aim at stretching the bar for customer satisfaction. • Create effective measurement tools to monitor and control the efficiency and effectiveness of internal and external processes. • Provide accurate and timely reports outlining the operational condition of the company. • Work closely with Top Management to create & implement plans for operational processes, internal infrastructures, reporting systems and company policies. • Develop and provide necessary definitions, deployment of quality assurance strategy, addressing all phases of processes development. • Establish quality and compliance auditing system by Ensuring that all customer facing Department are meeting their agreed SLA. • Control and maintain a solid Document control center. • Build an effective communication channel regarding issues, objectives, initiatives, and performance management and strategies. • Improve policy & work process in Client Relation Department (call center, customer care & Handover)

Customer Care & PR Senior Manager-MadinatyFull Time

• Job Details:Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews. -Ensures the reporting cycle of customers' issues between all other departments ensuring the quality of the services provided to the residents, investigating operational issues regarding maintenance, landscape, security, housekeeping, etc. -Prepares and completes action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. -Sets reasonable customer satisfaction goals and work with the team to meet them on a consistent basis. -Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; bench-marking best practices; analyzing information and applications. -Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. -Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. -Accomplishes information systems and organization mission by completing related results as needed. Maintains a professional workspace and workflow. -Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. -Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. - Developing a marketing communications plan including strategy, goals, budget, and tactics. -Developing and implementing organizational publicity strategies for community events. -Analyzing all media coverage of the organization and drafting appropriate responses. -Promotes and attends special events and functions; promotes and reports on corporate milestones and activities such as company projects and community service activities. -Setting and implementing social media and communication campaigns to align with marketing strategies. Providing engaging text, image, and video content for social media accounts. Responding to comments and customer queries in a timely manner.