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Description

20 years of experience in Strategic Marketing and Customer Satisfaction
Previous sectors: Telecom & Automotive
Graduate Engineer ENST Bretagne (Mines-Pont Common Entrance Exam, France)

Industry field of expertise

Languages

Arabic
Native or bilingual
French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

Volkswagen
Marketing & Customer Satisfaction Director
AUTOMOBILE
September 2019 - April 2025 (5 years and 7 months)
Tunis, Tunisia
• Management of a team of 20 people (10 commercial brands)
• Development and monitoring of the directorate's strategic objectives
• Definition of the company's overall Marketing strategy, taking into account local market studies, the guidelines of each brand, and the recommendations of the Volkswagen group (Value propositions, Positioning, Segmentation, Customer experience…)
• Supervision of communication campaigns (Annual budget of €1.3 million) & Management of institutional relations
• Implementation of customer satisfaction KPIs (NLS, CLI) for sales & after-sales activities
• Implementation of a PEC tool (surveys & alerts) then a CRM tool (sales-oriented)
• Outsourcing of the customer contact center (Project duration: 3 months)
• Management of sales training & Digitalization of the customer journey
Communication Marketing Digital Transformation Corporate strategy CRM
Ooredoo
Head of Fixed Marketing Department (B2C & B2B)
TELECOMMUNICATIONS
August 2017 - August 2019 (2 years)
Tunis, Tunisia
Management of a team of experienced product managers
Positioning of the fixed-line business at the heart of the company's strategy
Innovation in the local market with the launch of the Jdid Fixed offer (LTE-TDD) in late 2016
Implementation of external customer processes for fixed-line (Customer Centric)
Creation of annual budget exercises for B2C & B2B markets
Corporate strategy Business analysis Process Optimization Customer Experience Budget Management
Ooredoo
Head of B2B Marketing Service
TELECOMMUNICATIONS
June 2014 - August 2017 (3 years and 2 months)
Tunis, Tunisia
Management of 6 direct reports
Definition of detailed roadmaps for Mobile, Fixed, Cloud, and Managed Services activities for Pro, VSE, SME, and Large Account markets
Implementation of marketing plans for each of these offers
Detailed monitoring of achievements and regular implementation of tactical actions