Fady Tharwat Soliman

Customer Excellence CRM & Quality Assurance Associate DirectorFull Time

• Job Details: Led and audited, Customer Excellence department performance reviews, capacity planning, and conducting CRM system audits and analyses.  Customer Excellence quality assurance for all customer-facing touchpoints.  Implement automated Service performance dashboards.  Lead weekly meetings with the C-levels and department heads to deliver the VOC (voice of the customer)/ NPS survey results, and act as an advisor with the main key insights to enhance the business strategy.  Contribute to collateral development by providing insights and feedback relative to customers’ critical business issues and solutions opportunities.  Manages change by engaging stakeholders cross-functionally and advocating for improvements and adoption of changes.  Ensure CRM systems and processes operate to maximum effectiveness.  Ensure excellence in delivering customer-valued surveys that reflect the brand’s key values.  Ensure compliance: with key initiatives, tracking complaints, reporting on status, and managing projects that result in identified issues being prevented or mitigated for future customers.  Build a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in a positive customer experience.  Direct to lead audience targeting and segmentation to enhance the customer experience.  Strategic day-to-day ownership of Salesforce & SAP business processes and procedures.  Direct the team to the best ways to collect and analyze customers’ feedback: this feedback that comes through internal and external channels is collected and analyzed to identify and act on every opportunity.  Head up a high-achieving team to maximize customer communication capability.  Provide leadership and mentorship to professionals with CRM and Data analysis backgrounds.

CRM Senior ManagerFull Time

• Job Details: Customer Data Quality & Security o Define and lead initiatives supporting the continuous enhancement of database quality and enrichment by collaborating with internal (and external) partners. o Ensure quality standards for customer and prospect data capture and enrichment are met.  Support the CRM team in analyzing customer behavior.  Customer Experience Management.  Continuously optimize the process to increase customer satisfaction with this experience.  Research & Voice of Customer Program o Support in the management of customer research. o Support implementation of a closed-loop Voice of customer program measuring customer satisfaction across all main customer touch points of the organization.  Builds, implements, and grows multi-faceted loyalty reward programs to ensure that there is strategic alignment, brand compliance, and delivery of value to consumers.  Develops and manages the business’s consumer portfolio and serves as the senior contact in ensuring that there is organic growth in the business’s loyal consumer base.  Manages the growth of revenue from the consumer base through the delivery of outstanding and measurable consumer communications, retention, and loyalty.  Tasked with advocating for and instilling performance quality standards in junior CRM personnel, essentially growing a departmental work culture.  Responsible for providing strategic guidance to CRM strategies for driving maximum ROI.  Responsible for customer interface departments’ performance reviews, capacity planning, conducting CRM system audits and analyses, and cost/benefit analyses.  Managing Customer related campaigns and communications to enhance reachability and awareness.