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Yyyyyy x. yyyyyy
Customer-centric, collaborative, creative, and bilingual (English / Arabic) professional seeking career opportunity as Director of Enterprise Operations (#1315) with VIVA
Marketing ~ Product Planning, Development & Management ~ Innovation
Project & Vendor Management ~ Customer Service Excellence ~ Operational Leadership
Possess 10+ years experience with Zain Bahrain, part of Zain Group, a leading mobile telecom innovator in eight markets across the Middle East and Africa (and #1 mobile telecommunications provider in the Middle East).
Advanced expertise in marketing strategy development and execution, SLA management, business analysis, marketing program development and launch, social media, KPI tracking and reporting, customer care initiatives, and marketing campaign evaluation.
Extensive experience in planning, conceptualizing, evolving, and navigating a company s overall marketing strategy.
Able to develop specific and targeted campaigns based on qualitative and quantitative market research to propel VIVA s market share.
Excel at driving marketing campaigns, supplier relationships, cost control, creating launch plans, devising competitive pricing, and ensuring 100% customer satisfaction.
Outstanding talents in exploring, uncovering, and implementing creative solutions to complex issues, and exceeding expectations.
Able to formulate, align, and standardize policies, procedures, systems and frameworks to ensure efficient and optimally streamlined operations.
Academic credentials include two Master s degrees (Marketing and Mass Communications).
Zain Bahrain (formerly MTC Vodafone Bahrain) .. 2010 to 2014
Manager, Marketing Support
Navigated evolution of business to become entirely research and insight driven company-wide from sales and marketing to network, HR and IT.
Proficiently steered strategic and tactical research initiatives to fortify brand health, customer satisfaction, performance, quality, efficiency, and new product and services development.
Conceptualized, launched, and positioned offering to identify new revenue stream.
Bolstered customer engagement among social media platforms such as Twitter, Facebook, and Instagram.
Trained, coached, and mentored 13+ Future University Network students, while extracting valuable insight to penetrate Bahraini youth segment and prepaid channels and improved brand appeal.
Conducted indirect channels audit to evaluate prepaid distribution channels, effectively improving commission schemes, availability, and visibility to increase volume of sales.
Directed comprehensive marketing support encompassing Wonder Campaign, Blackberry, Sim management, KPI reporting, pricing, and market analysis.
Spearheaded life cycle of internal projects from research and questionnaire design, to fieldwork coordination and interpretation of data through reporting and analysis.
Developed, evaluated and managed high-performance team.
Pioneered qualitative Bahraini youth study to capitalize on high-potential demographic.
Project-managed launch with Apple locally and Zain self-care application development.
Awarded by GM for achieving operational effectiveness in research.
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Manager, Market Research & Intelligence (2008 to 2010) consolidation of existing portfolio of products & services
Introduced role prior to entry of 3rd mobile service provider in market to give Zain Bahrain a competitive edge and minimize KPI erosions arising from value-destroying price promotions.
Consolidated existing portfolio of products and services and planned the re-launch of attractive packages aimed at aggressive acquisitions of youth and untapped vocational segments.
Pioneered concept of Geo Analysis and Geo Marketing to augment network quality, performance and planning.
Assembled, trained, and managed outbound calling team of 7.
Delivered more than 150 internally conducted research studies and telemarketing campaigns annually.
Led first Wimax qualitative study and E-go quantitative research resulting in 10/10 broadband offering.
Rolled out Customer Feedback collection program in all Experience Shops, and automated customer feedback processes through in-store payment kiosks to optimize customer satisfaction and experience.
Manager, Consumer & Corporate Marketing and Acting Marketing Director (2007 to 2008) consolidate and segmentation achieved differentiated products and services
- Served as Interim Acting Marketing Director for four-month period while driving all aspects of consumer and corporate marketing including development of strategic marketing plan for accelerated growth from segments to achieve 50% market share at par with incumbent operator Batelco and 50% revenue growth.
- Trail-blazed company s first market segmentation study, first corporate segmentation, and closely partnered with external consultants for first prepaid customer base segmentation for positive trends in profitability.
- Successfully launched popular eeZee CC prepaid mobile product packaged with preferential rates for international calling services targeted towards underserved expatriate/vocational segment.
- Headed entire consumer lifecycle and mapped Zain Bahrain s customer journey to maximize customer satisfaction and effectively generate loyalty to the new brand. (rebranding)
Chaired first cross functional Churn Task Force for Zain Bahrain with full accountability for churn management.
- Achieved successful implementation of Zain Customer Ranking system to effectively prevent churn, retain customers, and prioritize contact center service based on value.
- Instituted first postpaid handset subsidy loyalty and retention program in Bahraini mobile market including exclusive tie-up with Motorola for co-branded Zain gold-plated handsets for VIPs.
- Received Employee of the Quarter performance award from CEO.
Specialist, Pricing (2004 to 2007)
Created competitive yet profitable pricing strategies aligned with company s deployment of 2G, 3G, 3.5G technologies to acquire new customers, gain market share, and fuel revenues from all mobile revenue streams.
Accelerated growth in ARPU (average revenue per user) to achieve $42 USD.
Expanded MTC Vodafone s portfolio of prepaid, postpaid, corporate products and services including mobile voice, messaging (SMS, MMS) data, international, and inbound/outbound, 3G, GPRS roaming services.
Launched first segmented prepaid price plans in Bahraini market including eeZee International and eeZee International Plus for international callers and 7ada eeZee for youth.
Developed pricing strategies for new e-Gomobile broadband device, Blackberry services and WIMAX network.
Seamlessly liaised with IT, Network, and Revenue Assurance to implement organizational pricing strategy in alignment with current billing structure and regulatory compliance.
Special Assistant to the CEO, Emerging Markets Partnership (Bahrain) E.C., 2002 to 2004
Research Analyst, Incite Research and Marketing Services, 2001 to 2002
M.B.A., Major in Marketing Strathclyde
Business School, Glasgow, Scotland
M.A. in Mass Communication Kinnaird College for Women, Lahore, Pakistan
B.A. in Journalism & English Literature Kinnaird College for Women, Lahore, Pakistan
Diploma in Economics London School of Economics, University of London
International Baccalaureate Bahrain School, Juffair, Bahrain
Completed extensive and ongoing professional development throughout career.
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