Summary
Overview
Work History
Education
Skills
Websites
Military Status
Certified Online Courses
References
Timeline
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Amr Talha

Amr Talha

CRM & Loyalty And Partnership Lead
Cairo

Summary

With over four years of hands-on experience in CRM, performance marketing data analysis, and loyalty program management, coupled with three years dedicated to customer service, I bring a robust skill set to the table. Additionally, my proficiency extends to logistics, where I've gained valuable insights. I am proactive in learning and adept at making responsible decisions. Furthermore, I possess strong leadership and management capabilities

Overview

6
6
years of professional experience
2
2
Languages

Work History

Loyalty and Partnership Lead

Jumia Egypt
05.2021 - Current
  • In this role, I am responsible for designing and implementing effective loyalty programs tailored to Jumia's customer base
  • This involves analyzing customer data, market trends, and competitive insights to develop strategies that align with Jumia's business objectives and enhance customer loyalty Also, I successfully expanded our loyalty program by strategically adding new partners whose customers can redeem their points on the Jumia platform
  • This initiative aimed to enhance the value proposition of our loyalty program and increase customer engagement
  • Key Contributions is Partner Identification and Collaboration, Program Integration and Implementation, Contract Negotiation and Agreement, Marketing and Communication and Performance Tracking and Optimization I use various tools and techniques, such as PowerBI and SQL, to collect, process, and visualize data from multiple sources and platforms.

Sr. CRM

Jumia Egypt
06.2023 - Current
  • Responsible for managing the entire CRM team that operates across the three verticals: Jumia Mall and Jumia Pay
  • Plan the overall marketing strategy on how Jumia communicates every day the commercial plan to its consumers to generate sales, increase engagement, and boost loyalty.
  • Manage the customer life cycle by building a compelling journey from Onboarding, activation, and retention to revenue.
  • Coordinate with different departments to ensure high-quality content production and campaign generation.
  • Skills: Customer Relationship Management (CRM) · Customer Retention · A/B Testing · Campaign Management · App Marketing · Customer Experience · Microsoft Power BI · Performance Marketing · · Google BigQuery · Google Analytics · Copywriting · Customer Loyalty · · SQL · E-commerce · Customer Onboarding

CRM Specialist

Jumia Egypt
10.2020 - 06.2023
  • As a CRM Specialist, I collaborate with cross-functional teams to develop and execute effective CRM strategies aligned with Jumia's business objectives
  • This includes analyzing customer data, identifying key customer segments, and creating targeted communication plans to enhance customer engagement and retention.by using PowerBI, SQL, Airship, MoEngage And MDS tool

Customer services Team Leader

Jumia Egypt
06.2019 - 10.2020
  • I lead and manage a team of customer service representatives, providing guidance, support, and coaching to ensure their professional growth and development
  • I foster a positive and collaborative work environment, promote teamwork, and motivate the team to achieve service excellence
  • Oversee the resolution of customer issues and escalations, ensuring timely and satisfactory resolutions
  • By utilizing effective problem-solving skills and leveraging available resources, I address complex customer inquiries, manage challenging situations, and maintain customer satisfaction
  • Implement and maintain quality assurance processes to ensure consistent service delivery
  • This involves monitoring and evaluating customer interactions, providing feedback and coaching to team members, and implementing corrective actions when necessary to improve customer service standards
  • Track, analyze, and report key performance metrics to measure the team's performance and identify areas for improvement
  • By utilizing data and customer feedback, I develop strategies to optimize team efficiency, enhance customer satisfaction, and meet service level targets.

Customer services Representative

Jumia Egypt
03.2018 - 06.2019
  • Followed up with customers on returned items, out of stock, cancellations and other issues to be resolved
  • Ensured that each customer receives outstanding customer service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service
  • Resolved complaints and answered questions of users regarding services and procedures, and handled supervisor calls
  • Investigate customer complaints and non-conformance issues.

Education

Skills

SQL (SQL Server/ PostgreSQL /MYSQL)

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Military Status

Fulfilled

Certified Online Courses

  • SQL Server Fundamentals given by DataCamp
  • Intro to PowerBI given by DataCamp

References

References are available upon request.

Timeline

Sr. CRM

Jumia Egypt
06.2023 - Current

Loyalty and Partnership Lead

Jumia Egypt
05.2021 - Current

CRM Specialist

Jumia Egypt
10.2020 - 06.2023

Customer services Team Leader

Jumia Egypt
06.2019 - 10.2020

Customer services Representative

Jumia Egypt
03.2018 - 06.2019

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Amr TalhaCRM & Loyalty And Partnership Lead