Samer Dyaa El-Din Helmy
Head Of Commercial
Madinaty, Cairo, EgyptWork Experience
Head Of CommercialFull Time
- Job Details:Driving ZealPay's revenues through Sales, Partnerships and Customer Success while providing support to other departments Responsibilities: - Design and implement strategies and products to create new revenue streams. - Assist in setting financial targets and budget development and monitoring. - Create and implement strategies to achieve financial targets. - Monitor performance of commercial activities using key metrics. - Oversee and manage Sales, Customer Success Management and Partnerships. - Create and maintain business process and solution design documentation. Sales - Grow the sales team through hiring and headhunting activities. - Set Sales target for the department, teams and individuals. - Set up CRM for Sales teams and provide CRM onboarding and training. - Create and maintain Sales Handbook. - Work with Marketing to help generate new leads and create brand awareness. Customer Success - Hire Customer Success Managers and onboarding specialists to join the team. - Define and maintain customer success best practices and process across Customer Success Managers. - Design cross-selling and up-selling opportunities. Partnerships - Qualify potential partners to help achieve ZealPay's overall strategy. - Build and maintain profitable partnerships with key stakeholders. - Establish new partnerships that help boost product profitability as well as accessibility to users. - Maintain successful relationships with key partners and stakeholders. Product - Contribute in with feedback on existing products. - Contribute in Product Development. - Liaise between White Label merchants and the Product team. - Conduct surveys for potential new products. Projects: - Implemented mobile payments in partnership with Paymob. - Created Operations blueprint with processes, tools and KPIs. - Conducted Zeal's first campaign on ground in Sahel of 2021 with Sales, Operations and Marketing activities. - Researched and implemented hardware change to help ZealPay scale without issues.
Country Operations ManagerFull Time
Feb 2019 - Aug 2020 -1 yr, 6 months
Egypt , Cairo
- Job Details:Drive the company's growth through key elements while maintaining a positive relationship with customers, partners and departments Responsibilities: Operations - Monitor and maintain department performance through key elements to ensure company's growth - Monitor and develop existing KPIs - Review, develop and create internal processes - Send operations monthly reports to management Business Development - Research organizations and individuals to find new opportunities - Contact potential clients to establish rapport and arrange meetings - Advise potential partners on potential challenges with integration - Arrange demos between partners and customers - Provide internal training on new partnerships for all departments Product - Follow up with product team on customer's requests - Follow up with product team on existing product bugs - Test and advise on new products and releases - Advise on potential product security issues Social Media - Arrange video and photo shoots with clients - Follow up with posting dates for social media shoots - Follow up on negative reviews and advise approachability - Communicate important product and partnership updates to Marketing department - Schedule and arrange communication for Webinars Customer Success - Develop and apply customer renewal strategy - Track customers health and predict their renewal status - Analyze customer trends to predict and prevent churn - Arrange calls and meetings with customers when needed - Manage customer touchpoints with all departments - Send monthly renewal reports to management Projects: - Call Center technology technical implementation - Survey & Touchpoint systsm setup and implementation - Return from Churn plan development - Otlob Integration on-boarding management project - Segmentation upgrade project - COVID Recovery project - Internal documentation and report automation for Operations, Finance, Marketing and Sales
Operations SupervisorFull Time
Dec 2017 - Jan 2019 -1 yr, 1 month
Egypt , Cairo
- Job Details:Overseeing and engaging into the day to day operations involving new customers on-boarding and ongoing support during the customer's journey up until their renewal with engagement in other functions such as Social Media Marketing, Product Development and HR Responsibilities: Support Team - Conduct KPIs Review - Update the KPIs Score Card - Conduct Weekly Meeting per Astronaut - Raise Team’s Business Awareness - Provide On-boarding/Support Management - Conduct a weekly Technical Support Meeting with Stakeholders in other countries Social Media - Arrange video and photo shoots with clients - Follow up with posting dates for social media shoots - Conduct Weekly Social Media Meeting Customer Success - Make arranged/random Customer Success calls - Manage Renewals - Notify clients with renewal (30 days notice period) - Call clients to offer renewal options - Handover to finance the client renewal plan - Manage customer escalations Operations Development Communication - Send weekly unresolved problems - Manage client requests with development - Follow up on product progression - Transmit customer voice to developers Business Analytics - Contribute to KPIs Development - Conduct Monthly Performance Review - Enhance business workflow process and generate more data Admin - Review and approve support visits - Update Mission Control - Create new accounts - Update subscription management with Active Clients - Update Churn Clients and churn reasons - Update information for existing clients - Send sales quotations - Review Social Media analytics and documents - Update KPI Sheets (Monthly) - Conduct HR Support Duties (phone screening and interviews)
Social Media Account ExecutiveFull Time
The Mob Egypt
Jan 2017 - Apr 2018 -1 yr, 3 months
Egypt , Cairo
- Job Details:Overseeing Social Media campaigns which include but are not limited to: research, campaign & content creation, execution, monitoring and reporting. Responsibilities: - Work with clients to create a social media strategy that collaborates with marketing, PR and advertising campaigns, research top influencers, competitors, and trends in clients’ industries. - Create timely and engaging content optimized for platform used and intended audience. - Monitor sites for customer service opportunities and initiate conversations on behalf of the client. - Analyze and report social media actions on a monthly basis for successes and new opportunities. - Create engaging and professional visuals that reflect client and their brand (Customize social media pages (ex. Facebook, Twitter, Google+, YouTube), develop supporting offline collateral, create original content, etc). - Stay current with social media trends and tools – includes attending networking and educational events, reading blogs, and listening to podcasts. - Continue to refine and define social marketing process. - Clientele industries include: Games and Recreation, Retail, Restaurants, Health and Fitness Clubs.
Exams Services OfficerFull Time
- Job Details:The Examination Services in Egypt has administered around 85,000 exams in the last year which includes IELTS, School exams, Education Professional and Cambridge ESOL exams. Job Overview Accountabilities, responsibilities and main duties Examinations Administration - Administer IELTS in accordance with the IELTS Administration and PSN manual, and British Council corporate standards. - Enable Cairo IELTS business targets to be met or exceeded through the effective administration of IELTS - Recruit, train and manage suitably qualified venue staff and monitor their performance through regular appraisal/feedback. - Arrange exam venues and logistics in accordance IELTS and British Council Exams standards. Customer Service and Marketing - Ensure that customer service colleagues are informed of any relevant updates related to IELTS - Support customer service colleagues in dealing with non-routine customer enquiries about IELTS, as required - Support Cairo Exams marketing and business planning activity as required - Respond to all second level email and call queries as per corporate standards and policies outlined in the Customer Management Framework Finance - Prepare monthly IELTS income reconciliations for Cairo accurately and by the agreed monthly deadline HR - Line manage 1 Examinations Assistant according to British Council performance management standards - Ensure suitable cover for any line managed posts in time of sickness or leave - Keep updated professionally in order to provide a service that is in line with current legislation and best practice with at least one formal training course each year in accordance with PMPD guidelines
Education
Bachelor's Degree in Commerce
Ain Shams University (ASU)Jan 2006 - Jan 2010 - 4 yr
High School - Thanaweya Amma
Future's Language SchoolJan 2005
Skills
Languages
English
FluentArabic
FluentItalian
Intermediate
Training & Certifications
FELT
The American University in Cairo·2016Business Administration & Management
AUC·2015VIS Patriot
Vodafone International Services·2013Microsoft Windows 7 Phone Training
Microsoft Ltd·2011