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ahmed shawkat

@ahmedshawkat

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Experienced Customer Experience Manager focused on enhancing customer satisfaction.

Egypt

Message

What I'm looking for

I seek a dynamic role where I can leverage my expertise in customer experience and communication to drive impactful results and foster customer loyalty.

I am a passionate and skilled Customer Experience Manager with over 20 years of experience in the telecom industry, specializing in customer communication. Currently, I oversee the overall experience for e& customers at Etisalat, where I implement strategies to improve customer satisfaction and loyalty. My role involves designing touch points and satisfaction programs that track and enhance the customer journey.

Previously, I served as a Campaigns Design Manager, where I transformed traditional communication approaches into digital, personalized strategies. I successfully launched the Online Campaign communication capability, which involved integrating customer profiles and monitoring systems. My experience also includes managing customer lifecycle and churn as a Retention Manager, where I designed offerings to minimize churn behavior.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Etisalat, e&Egypt

Oct 2023 - Present (1 year 8 months)

Oversaw the overall customer experience, focusing on improving satisfaction and loyalty. Implemented strategies to enhance the customer journey across all interactions, including consideration, onboarding, and product journey. Successfully applied AI and data mining models to identify customer pain points and opportunities for improvement.

Customer Satisfaction Customer Journey Mapping AI Data Mining Strategic Planning Transactional Satisfaction Program Product Confidence Test

Campaigns Design Manager

Etisalat,Egypt

Oct 2019 - Oct 2023 (4 years)

Set and implemented the transformation from traditional outbound customer communication to digital, personalized, and real-time value communication. Launched the Online Campaign communication capability "RTIM," involving customer profiling, online readings enrichment, system integrations, and CVM platforms migration. Designed and implemented the real-time triggers roadmap and built the channel str

Digital Communication Real Time Marketing Campaign Management Customer Relationship Management (CRM)System Integration Data Analysis Performance Monitoring Reporting

Marketing Retention Manager

Etisalat,Egypt

Oct 2018 - Oct 2019 (1 year)

Managed customer lifecycle and churn, designing offering portfolios to control and minimize churn behavior. Managed the BTL communication plan for proactive and reactive retention activities. Tracked and managed the churn and disconnection dashboard.

Customer Lifecycle Management Retention BTL Communication Data Tracking Dashboards Customer Segmentation Marketing Campaigns Performance Analysis

Marketing Campaign Management Manager

Etisalat,Egypt

May 2010 - Oct 2018 (8 years 5 months)

Handled commercial outbound customer communications across all BTL channels, including SMS, OB IVR, MMS, and Call out, from planning to reporting. Responsible for the campaigns management division's revenue target. Presented monthly and quarterly business reviews to top management.