Key Deliverables:• Lead and manage a high-performing team of 170+ individuals across four critical customer service functions: o Order processing and management with Order dispatching and logistics coordinationo Customer satisfaction measurement and Complaint management / resolutiono Tele sales operations and customer acquisition • Develop and implement data-driven strategies to: o elevate customer experience and satisfaction across all touchpoints.o Optimize order fulfillment processes for enhanced efficiency and accuracy.o Minimize customer complaints and ensure timely and effective resolution.• Oversee and manage performance metrics and data analysis to: o Continuously identify areas for improvement within customer service operations.o Track key performance indicators (KPIs) like first contact resolution rate and customer satisfaction scores.o Implement data-driven solutions to optimize service delivery and maximize customer satisfaction.• Collaborate effectively with cross-functional teams: Sales, Logistics, Finance, and Field Operationso Ensure seamless integration between CC and other departments to deliver a holistic improved customer experience.o Continuously improve customer service processes and procedures o Foster a culture of customer-centricity within the organization, prioritizing customer needs and satisfaction.o Improve customer Servicing rates to optimize sales, Stocks Allocation and improve coverage. Key Achievements: • Successfully led Coca-Cola Hellenic Egypt to achieve significant improvements in customer service performance, setting new benchmarks within the region. o Increased customer response rate by 14X, from 3% in FY23 to 41% in 2024.o Improved Net Promoter Score (NPS) by 240%, from 10 to 34 YTD 24.o Achieved a remarkable 91% closing the loop rate, YTD 24.coming from 46%o Reduced out-of-stock (OOS) rate by 50%, from 8% in 2023 to 4% YTD 24.o Improved Delivery in Full On Time (DIFOT) by 20 points in YTD 2024.

Key Deliverables:Developed and implemented comprehensive Business Intelligence strategy, resulting in quantifiable results, to increase in revenue and improve efficiency.Led cross-functional teams in building data-driven culture, establishing KPIs, and developing actionable insights.Implemented Net Promoter Score ( NPS ) system, driving customer satisfaction and loyalty.Pioneered digital customer financing, generating 60 M EGP in additional credit to customers while improving cash flow.Established e-commerce channel, achieving 2% of our total sales Mix in 2021Drove revenue growth management initiatives, increasing Net Sales Revenue (NSR) by 9%.Successfully launched customer care center, enhancing customer experience and reducing support costs.Key Achievements:Spearheaded the establishment of a new BI department across Coca-Cola Egypt (CCBCE), transforming the organization into a data-driven powerhouse.Built a high-performing team of 60+ data experts, empowering them to develop measurable business KPIs and drive strategic decision-making.Implemented a comprehensive Net Promoter Score (NPS) program, gauging the satisfaction of 100,000 customers and driving continuous improvement.Pioneered a customer digital financing program with 2 partners, increasing customer access to credit and boosting cash flow.Successfully launched the Customer Care Center in 2023, enhancing customer service and satisfaction.Led the e-commerce strategy and execution, establishing a new B2B and home delivery business line that now contributes 1% to the total portfolio within a year.Developed a cashless operation integrated with Fawry, achieving 70% cashless transactions and improving financial security.Implemented a Revenue Growth Management (RGM) process, optimizing pricing strategies and achieving a 9% NSR growth in 2020.customer coverage 100% for NPS across CCBCE, setting the best practice benchmark within the Hellenic Group.

Key Deliverableso Managed and developed a high-performing sales team of 124+ individuals across multiple channels (independent retailers, wholesalers, organized retail, operators).o Oversaw a sales portfolio exceeding 3.8 billion EGP, driving revenue growth and market share for Samsung Home appliances, Nokia and Lenovo Mobiles as well as Etislat Portfolio Range. o Cultivated and maintained strong relationships with key stakeholders to ensure business plan execution and target achievement.Key Achievementso Successfully relaunched Nokia in Egypt, achieving a market share of 1.7% within 5 months and exceeding expectations in target segments.o Increased distribution coverage by 65% overall and 80% in the organized retail channel for Nokia products.o Negotiated and executed a knock-down agreement with Samsung for washing machine production in Egypt.o Led distribution initiatives for Etisalat charge cards, resulting in a 37% increase in allocation and a groundbreaking distribution agreement.

Key DeliverablesoLed and developed a high-performing commercial team of 275+ professionals across various functions, including marketing, sales, and key accounts.oManaged a key accounts portfolio, contributing [11%] to volume and [13%] to overall revenue oDeveloped and executed comprehensive commercial and shopper marketing strategies aligned with business objectives.oCollaborated with region managers to formulate and execute annual business plans.oImplemented effective trade marketing / loyalty programs to drive channel growth.oProvided strategic leadership and mentorship to marketing and key account teams.oConducted in-depth market analysis to identify growth opportunities and optimize performance.Key Achievements: Strategic Initiatives and Market Impact:oRevamped RTM strategy for modern trade, boosting market share by [2%] and reducing out-of-stocks and product returns. oLaunched telesales operation for HORECA key accounts, enhancing service levels and reducing sales and distribution costs.oDrove 16% growth in key accounts, securing market leadership with a [63%] market share.oOptimized cost structure, reducing overall cost-to-revenue ratio from 22% to 17% and decreasing cost per case by 18%.implemented SKU rationalization, improving efficiency .established a performance-based compensation model for key accounts, driving increased sales productivity.oEnhanced market coverage and reduced costs through headcount optimization in the RED team.Brand Building and Market Leadership:oAchieved significant market share growth for core brands, including Coca-Cola, Dasani, and Fanta.oSuccessfully launched 13 new products and product categories, expanding market reach.oExecuted high-impact consumer promotions, driving increased sales and brand loyalty.oDeveloped innovative marketing programs, such as loyalty programs and trade marketing initiatives.oBuilt a strong foundation for future growth through market segmentation and route optimization.

Key Deliverableso Developed and executed annual business plans for the Saudi Arabia subsidiary, aligned with regional objectives.o Led subsidiary performance reviews and strategic direction, ensuring alignment with MEA headquarters.o Drove the implementation of the Growth and Productivity Framework (GPF) to optimize business operations.o Managed and optimized the subsidiary's marketing budget to maximize ROI.o Collaborated with cross-functional teams to develop and execute comprehensive product plans.o Cultivated a competitive culture through strategic initiatives and performance metrics.o Analyzed market trends and developed strategic response plans.Key Achievements: o Successfully launched the first SME co-branded Microsoft credit card, driving business growth and customer acquisition.o Implemented a nationwide student initiative, increasing PC penetration by 3% in three years.o Optimized marketing spend through innovative initiatives, resulting in 30% fund redeployment to funds to campaigns with highest ROI.o Enhanced market position through strategic alliances with Nokia and Mobily.o Built a strong competitive culture, leading to increased market share and improved performance metrics.

Key Achievements: o Formulated & executed Greater Cairo region’s operational marketing business plan for 2006 and 2007.o Leading the development of the Region’s new Route to Market to include the MDC Manual distribution centers, CTP Controlled Third Party in addition to the traditional channels of distribution (Direct/Indirect/Presell) which increased the Region’s Market Share by 8 points between 2006 and 2007.o Planned & managed a trade loyalty program to increase the distribution of non returnable packages (PET & cans) which helped in increasing the coverage of PET by 35% & the coverage of cans by 47%o Designed and executed the Coca-Cola Super trade loyalty program for the various distribution channels within the region to support the roll out of the new route to market.o Led an outlet activation program to activate nearly 6600 Pepsi exclusive outlets which contributed in improving our distribution by 13% and our weighted distribution by 22 points. o Designed and launched 2 Joint consumer Promos with Masterfoods to strengthen our position in Modern trade and Gas Station channel.o Led the committee responsible of launching new products/packages and new marketing campaigns such as the launch of Fanta Pineapple, African Cup of Nations campaign; World Cup campaign and Coca-Cola Side of Life campaign.o Initiated and executed a talent injection program in key accounts to increase focus in activating key customers, which lead to adding a total exceeding 740 customers and increased sales volume by 32% versus prior year (2006).o Participated in the Best Practice program owned by Coca-Cola Bottling Investment group which helped us introducing new marketing initiatives such as Outlet activation program.o Initiated the Impact Team Program to involve the Region's non-sales functions (Finance, Production, HO employees, top company executives, Coca-Cola Atlantic Management and our suppliers) to support the launches of new Products and new campaigns.

Reports to Regional Director.Key responsibilities include the formulation and execution of the new route to market for the region as well as the follow up with concerned project owners on the progress of their projects, in addition to the formulation of the Region's Business plan for the year 2006.Key Achievements:• Assisted the Region Director in the business planning process for 2006 and the formulation of the Region's new route to market.• Established a rolling estimate process for the region to ensure accurate expectations for the full year sales, discounts and overheads.• Established a unified detailed reporting system in the region which was the main source of information for the monthly/Quarterly and semiannual business reviews for the region and the region sites.

Key Deliverables:Developing the leasing strategies for MAF Centers in Egypt. Identifying prospect tenants based on the tenant mix.Meeting leasing budgets.Developing new ideas to generate additional revenues for the centers.Ensuring and maintaining relationship with all Tenants (permanent and temporary).Key Achievements:o Leased Maadi and Alexandria City Centre with a total revenue exceeding budget with 22%.o Launched the temporary leasing concept that generated total incremental revenue of 4.5 million EGP (7% of total budgeted revenue).o Initiated and implemented promotional events to MAF Misr centers to assist tenants and centre managers to generate more traffic and more turnovers (Mega Promotion with Visa Card Organization) - traffic increased by 8%, tenants' turnover grew by 18% YOYo Planned and implemented the suitable tenant merchandising mix and the leasing plan as well as the development of a database for retailers in Egypt to identify prospect tenants to lease future MAF Centers and replacements for existing centers.o Negotiated all the lease commercial and legal terms with the tenants to finalize all the leasing documentation and tenants' mobilization. o Maintaining relationship with existing/potential tenants to develop future/current business

Key Deliverables: Developing new innovative customer financial solutions  Developing new consumer products to recruit/ retain new customers by fulfilling different customers' financial needs; as well as train bank's sales force on how to present these new products to bank's customers..  Building the sales capability for the Bank's sales team to sell the new products launched  Developing the appropriate Incentive schemes to bank's Sales team to support the new launches.Key Achievements:o Launched 3 certificates of deposits which generated an additional fresh amount of 120 million EGP as well as converting an additional amount of 60 million EGP from short term deposits to long term deposits (Banks Deposits grew by 1.2%).o Launched 2 new automated banking products (Online Banking, Mobile Banking) to minimize the number of visitors in the bank branches (balance inquiry and inter-accounts transfers transactions in branches dropped by 14%).o Launched the personal accident insurance program which generated a net profit of EGP 2.4 million in the 1st year of the launch (0.5% of total bank's net profit on the Launch year).o Launched the used car loans instalment program which made the Arab bank a pioneer in this type in Egypt.o Launched an incentive program to increase the minimum balance for the current account in order to increase the level of cheap funds.o Lead a "Customer Value Management" project on the Arab Bank customers as well as 14 other competitor banks to identify service quality issues for the bank's customers.o Handled several research activities concerning the implementation of automated branches, ATM machines, ATM services software, call centre and data warehousing.