General Manager at Brandraw Advertising Agency (2023-08 – Present)
- Oversaw comprehensive financial operations, including budgeting, revenue growth, and profitability, while guiding strategy and ensuring seamless execution of the entire portfolio of services.
- Championed branding initiatives, social media campaigns, event activations, and technology implementation projects to drive measurable growth, enhance efficiency, and maximize market impact.
Head of Customer Experience and Service Standards (CESS) at Arab National Bank (2019-01 – 2022-06)
- Developed and implemented a robust customer experience strategy aligned with the bank's initiatives, capitalizing on systematic collection and application of customer insights for strategic advantage and growth.
- Established detailed road maps focused on a 'customer first' approach, enhancing customer journeys across all touchpoints and cultivating a strong client-centric culture that improved service quality delivery and heightened customer loyalty.
- Founded and managed a comprehensive digital Voice of Customer (VoC) program/system, incorporating multiple research methodologies to capture and monitor customer perceptions and satisfaction (NPS/CSAT/CES/FCR), with insights visualized in dashboards shared across relevant departments via PowerBI.
- Constructed KPIs and service standards leading to an integrated overview of staff, channel, and product performance, aggregating quantitative and qualitative insights to enhance operational efficiency and service quality delivery.
- Facilitated the digital transformation of various products and services through mobile and online banking, ATMs, and Phone Banking channels, implementing effective UX and UI standards/methodologies to improve customer interaction with electronic channels and drive transaction volume and sales.
- Led enterprise CX across 167 branches, more than 1,000 ATMs, 5 smart branches, call center, asset products, credit cards, serving 2M+ customers. Improved NPS and CSAT by 15%. Reduced complaints by 7%. Implemented enterprise VoC with Power BI dashboards. Increased digital adoption through UX/UI improvements. Led core team of 5 and cross-functional team of 21. Achieved 1st place in SAMA–McKinsey/Finalta CX Benchmarking.
Voice of Customer Manager - CESS Dept. at Arab National Bank (2013-11 – 2019-01)
- Conducted ongoing research, including surveys, focus groups, mystery shopper assessments, and health checks to evaluate in-house and customer satisfaction regarding Asset Products, Segment Programs, and Channels, presenting results along with actionable insights to relevant departments.
- Executed root cause analyses to identify service gaps and recommended actionable points for improvement.
- Organized and led workshops, roadshows, and training sessions centered on product knowledge and service quality delivery, raising awareness of and emphasizing the importance of service excellence.
- Fostered ongoing communication and awareness initiatives to build a service-oriented culture among all ANB staff.
Senior Marketing Officer - Marketing Dept. at Arab National Bank (2007-11 – 2013-09)
- Devised and implemented marketing strategies in alignment with bank and division objectives, enhancing brand visibility and market reach.
- Established the yearly marketing calendar for all departments (Products, Segments, Branch Network, and Channels) and developed associated marketing budgets.
- Orchestrated campaigns, promotions, roadshows, and product launches to drive engagement and sales.
- Evaluated advertising campaigns and assessed their ROI and impact, using insights to refine future marketing efforts for enhanced efficiency.
Marketing Manager at Adeyes Production Company (2006-06 – 2007-06)
- Led a marketing and sales team, consistently monitoring performance and facilitating strategies that resulted in exceeding sales targets.
Account Manager at Albert Promoseven (1999-07 – 2006-04)
- Managed daily business interactions with customers and formulated annual advertising plans tailored to their needs.
- Developed corporate and brand identities while creating cost-effective, business-oriented plans and schedules aligned with client capacities.
- Continuously monitored competitive communication activities to assess threats and opportunities for the organization.
- Coordinated ongoing requirements from all branches in the network with internal departments to ensure smooth operations.
- Identified key target markets and strategized effective methods to engage them.
Sales Manager at Shopper Advertising Newspaper (1998-01 – 1999-06)
- Launched the Shopper Newspaper (Print & Online), establishing the brand in a competitive market.
- Built and trained a high-performing sales team to drive revenue growth.
- Promoted the newspaper and innovated sales strategies that effectively generated leads.
Sales Consultant at Lifestar Inv. & Insurance - An agent of Eagle Star (1997-01 – 1998-06)
- Recruited to penetrate the Egyptian market on behalf of Lifestar.
- Aided the managing director in establishing offices in both Cairo and Alexandria, enhancing regional presence.
- Compiled a database and assessed potential clients to drive targeted engagement.
- Executed successful sales calls, generating notable leads and closing sales effectively.
Sales Consultant at Libano-Suisse Insurance Company (1993-07 – 1997-01)
- Achieved sales through telemarketing initiatives while supervising unit performance to ensure optimal results.
