Malak Abaza

Job description:

Change Management :

• Facilitate change management processes by effectively communicating benefits of new systems or processes both within & outside the organization.

Process Implementation & Management:

• Onboard and maintain company processes across different departments.

Project Management :

• Manage different projects across diverse sectors such as Oil & Gas, Telecom, Retail, FMCG, and Banking local & multinational.

Project Planning & Execution:

• Develop comprehensive project plans with clear timelines, milestones, and budgets, ensuring timely delivery of high-quality results.

Strategic Alignment:

• Develop and implemented strategic project plans to meet business objectives..

Continuous Improvement & Optimization:

• Implement continuous improvement initiatives to optimize project outcomes while maintaining cost-effectiveness.

Learning & Improvement:

• Create projects' retrospectives post launch shedding light on main highlights & key learnings to be considered & reflected on future projects.

Job description:

Reporting & Communication:

• Generated reports detailing findings and recommendations.

Client Relationship Management:

• Cultivated strong relationships with key clients through consistent communication and excellent service delivery.

Revenue Generation:

• Generate incremental revenues from existing accounts by upselling/ cross-selling company's new products inline with client's objectives.

Teamwork & Communication:

• Consolidated account management updates for bi-weekly updates presentations with Dsquares' management.

Market Research & Strategy:

• Conducted quarterly market research and competitive analyses to monitor trends and create roadmaps for different clients and sectors, highlighting strategic thinking and market awareness.

Performance Tracking & Optimization:

• Conduct annual benchmark analysis of program KPIs and set program calendars based on performance data.
• Monitor client retention, acquisition, and churn levels.

Job description:

Customer Insights & Reporting:

• Define internal and external reports on customer insights, program outcomes, and future direction.

Program Strategy & Optimization:

• Develop strategies to achieve key performance indicators (KPIs) for each loyalty program.
• Sets program calendars based on performance data.

Customer Retention & Acquisition:

• Monitor client retention, acquisition, and churn rates.

Customer Insights & Program Analysis:

• Participates in designing, developing, and compiling customer insights.
• Analyzes customer behavior to track loyalty program performance.

Program Innovation & Improvement:

• Introduces new initiatives and campaigns based on market & program analysis.
• Collaborate with internal teams to enhance& maintain loyalty & rewards programs.

Project Performance Management:

• Monitors project performance metrics like activity rates, program engagement, and customer behavior.

Overall, My main responsibilities were:

• Understanding customer needs and behavior.
• Developing data-driven strategies to achieve program goals.
• Optimizing programs for increased engagement and retention.
• Collaborating with various teams for continuous improvement.
• Managed cross-functional teams for successful project completion within budgetary constraints and deadlines.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Prepared annual data to determine metrics for operational performance.

• Pre-sales Marketing:
• Developing relevant & tailored loyalty programs’ proposals for clients of different industries regionally & internationally.
• Developing differentiated values and full commercial plans for potential clients.
• Executing Dsquares pricing strategy for each industry/ sector. o Market insights & research of loyalty programs in the in MEA region.
• Internal Marcom Executive:
• Creating , implementing and developing annual marketing plans.
• Develop and execute social media strategies through competitive research, platform determination & audience identification
• Set up and optimize company's social media Arm to increase company’s visibility ,reach & engagement (46%).
• Track Data analytics and create reports to highlight main insights, recommendations & needed iterations.
• Organize corporate events in the MEA region.
• Formulating & creating the marketing budget split annually & amending it to accommodate new market trends

Client Service & Project Management:

• Attend briefing sessions and participate in brainstorming sessions.
• Manage client servicing departments and monitor the creative process with the agency team.
• Participate in presentation preparations.

New Business Development:

• Participate in pitches alongside agency staff to win new business.

Financial Management:

• Handle budgets, manage campaign costs, and invoice clients.

Problem-Solving & Communication:

• Consistently demonstrating the ability to solve problems whenever challenges or concerns arise.
• Presenting alongside agency colleagues the campaign’s ideas to clients .

Client Relationship Management:

• Conduct client reports and competitive analyses
• Maintain client-agency relationships to explore upselling/cross-selling opportunities for agency's services.