Eng. Hessa M. Email & Phone Number

Dubai, Ae

United Arab Emirates

عضو رابطة الإبتكار في دولة الإمارات والتي تمثل المعهد العالمي للابتكار An offecial memeber in the UAE Innovation Chapter which represents the Global Innovation Institute (GInI)

United Arab Emirates

United Arab Emirates

•Develop the customer experience strategy and plans in line with the government directions and organization strategy.•Propose the customer experience initiatives budget •Ensure the activities related to customer experience design and journey, call center, happiness culture, happiness meter and measurement reporting are timely and effective.•Lead/Oversee customer experience and journey design based on new and scalable digital services improvements. •Ensure compliance of customer happiness charter and standards, evaluate and recommend improvements and corrective actions to customer experience policies and processes and direct their implementation.• Voice of Customer (Customer Feedback System and NCRM - National Customer Relation Management System)

Dubai

•Develop Corporate Communications strategies/plans to effectively reach the target audience customers, employees, media, key stakeholders, and public locally/internationally. •Manage and execute Crises Communication plans and policies. •Ensure the creation of a corporate brand image and implementation of high quality, consistent media/public relations and internal communications system aligned to the strategic plans.•Lead, utilize resources, define and propose corporate communication budget to develop and execute themes of corporate marketing activities within and outside of the UAE

Dubai, United Arab Emirates

•Propose/Manage marketing budget, cost optimization, profit targets and financial sustainability for all activities•Oversee market research, data analysis and survey results to gain insights that enhance the business and guide the activities /opportunities of future projects.•Manage stakeholders, retailers’ (footfall forecasting), corporate relations, CRM, customer journey/experience and call center.•Event and logistics planning and management•Oversee all aspects of marketing and communication including: marketing plan, media buying, promotion & advertising, PR, identify the requirements for press conferences, social media and digital marketing. •Prepare periodic reports on the evaluation of overall performance and propose improvement for strategic/operational plans, KPIs, policies, procedures and SLAs.•Ensure consistency in brand visibility across all media and supervise the processes of retail\property identity and way finding strategy.•Handle multiple projects and track (ROI) and all revenue proposals (sponsorship, service provider and loyalty program rewards).

Dubai

•Prepared and executed marketing strategy, budget plan and control•Managed and supervise events logistics.•Produced social media strategy and activation plan (research, bench marking and content creation, feedback).•Established, managed Dubai Police official accounts on social media platforms •Prepared statistical, technical reports and all supportive documents for Global & Government Excellence Programs and awards, Balance score card, KPIs, ISO...etc.•Prepared and conducted researches and surveys to study and analyze customer's behavior, social media followers' needs to propose the needful content.

Dubai

•Social Network Department Formation: (benchmark, departmental structure, responsibilities/mandate and strategy).•Initiated and managed administrative and technical documentation and infrastructure of the department (Identified KPIs, Balanced score card, created Procedures and processes, Job Description, Surveys,... etc.).•Benchmark with all military and police sectors social media pages locally and globally. •Managed and implemented Dubai police official pages on social media platforms: YouTube, Twitter, Facebook & Instagram. •Conducted surveys, research and studied followers' needs.•Prepared the annual reports, analytics and statistics for local/global excellence awards.

Dubai

Dubai

Higher Diploma, Software Engineering Technology

Bachelor'S Of Applied Science (B. Sc.), Information Management