Manar Noureldin

Senior Marketing Communications SpecialistFull Time

Marketing & Commercial Customer Experience senior specialistFull Time

• Job Details:- Review & measure the client experience constantly, with defined KPIs through complaints monitoring and products periodic sanity checks - Collect, Track & analyze customers’ feedback and suggest improvements and actions to tackle the customers’ pains - Define and communicate the Customer Experience Team (CX) vision & strategy in line with the business strategy and company values. - Running Voice of Customer (VOC) surveys across various customer touchpoints (e.g. IVR, SMS & Digital) to capture CX elements of loyalty and satisfaction. - Define and analyze customers’ inquiries, requests and complaints trends and highlighting improvement areas and set action plans - Raise customers’ awareness through several channels (e.g.: SMS, Social Media or IVR) - Create related set and definitions for the customer interactions (UIs & UX, notifications, scripts guidelines across all communication channels) - Test Etisalat products and services journey and functionality and propose actionable enhancements - Comparative analysis with competition and propose enhancements and advantage points - Weekly, Biweekly & monthly dashboards for segments and CEO reviews - Action the Customer experience department initiatives with different segments and departments (Commercial, IT, Technical and Sales departments)