Omar Marzouk Email & Phone Number

Cairo, Cairo Governorate, EG

Giza, Egypt

• Drive timely business reporting aligned with budget calendar & finance stakeholders, including a monthly tech strategy dashboard for the CTO, presenting strategic technology KPI trajectories and supporting CTO inquiries.
• Oversee KPI performance cycles, including forecast planning and actual results submission, ensuring alignment with technology strategy, business and financial objectives.
• Maintain strong relationships with technology planners and partners across 19 markets across Europe and Africa, owning KPI definitions, data accuracy protocols, and troubleshooting for seamless application support.

Giza, Egypt

• Managed the resolution of incidents and major incidents under tight service level agreements (1-2 hours) following ITIL principles.
• Led the development and implementation of incident response protocols, MIM flows and global communication strategies, including planned changes, across 22 products and services.
• Led service and KPI reviews for operations, markets and suppliers across Europe and South Africa, by performing data analysis and governance, presenting data highlights, achievements, anomalies, pain points and areas.
• Onboarded new suppliers and vendors, establishing cohesive support model definitions through formal agreements and contract sign-offs.
• Optimize and deliver knowledge articles, documentation and training schemes to support business transformations and new product releases.
• Administering an excellent operational performance with internal and external vendors and suppliers, including Samsung, by leading regular meetings, graphing trends and continuously hosting service reviews to study the.

Egypt

• Developed and maintained strong relationships with a portfolio of 50+ clients, ensuring high levels of customer satisfaction and product adoption.
• Collaborated with cross-functional teams (Sales, Product, Marketing and Engineering) to address customer concerns and drive improvements.
• Conducted quarterly business reviews to explore customer feedback, identify customer needs and provide strategic recommendations.
• Implemented and managed support teams onboarding and training programs, improving client retention and reducing churn by 31%.
• Monitored customer health metrics and develop targeted engagement strategies to reduce churn.

Vancouver, British Columbia, Canada

• Develop and implement comprehensive, SEO‑optimized content strategies across various channels, including website, blog posts, newsletters, social media, and webinars, to drive website traffic, increase user engagement.
• Conduct in‑depth research and interviews with stakeholders and existing clients to gather insights on Ideal Customer Profiles (ICPs) and enhance content creation.
• Collaborate with cross‑functional teams to align content initiatives with overall company objectives and ensure consistent brand messaging.
• Utilize marketing automation tools and targeted content to nurture marketing qualified leads (MQLs) through the sales funnel, enhancing conversion rates.
• Analyze content performance metrics and leverage industry trends and vital keywords to continuously optimize content strategies for maximum impact.
• Foster a culture of continuous improvement, incorporating user feedback and analytics to refine the content quality and maintain relevance with the target audience.