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Job Purpose
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Drive customer satisfaction, sales growth, and market leadership by integrating Marketing and customer experience strategies. This role ensures Lafarge meet customer needs, strengthens loyalty and retention that enhance brand equity and Market Positioning in Egypt
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Key Responsibilities
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1- Health & Safety:
Adhere to and enforce relevant legislation and policies and ensure that highest degree of safety and safe working practices are maintained.
2- Functional:
Marketing & Brand Development
- Develop and execute a marketing strategy with differentiated value propositions based on customer value drivers.
- Implement a customer segmentation framework and tailor value propositions per segment.
- Define and drive the Go-to-Market enablers aligned with the commercial strategy.
- Lead the design and launch of new value propositions, products, and services for targeted segments.
- Conduct market research to analyze consumer behavior, industry trends, and competitor activities, identifying new opportunities.
- Manage 360° branding campaigns (digital, in-store, trade marketing) to enhance brand equity and secure price premiums.
- Oversee brand-positioning strategies for all commercial brands.
- Regularly measure, analyze, and improve customer satisfaction and loyalty.
- Develop and manage the annual marketing budget.
- Loyalty & Retention: Design and implement programs to enhance customer loyalty, retention, and lifetime value.
Customer Experience & Relationship Management
- Conduct regular NPS surveys, develop action plans, align with key stakeholders, and follow up on execution to improve scores.
- Call Center Management Oversee the call center to ensure timely, accurate, and professional handling of customer inquiries and requests.
- Develop, implement, and monitor a robust customer complaint management system to ensure swift resolution and root cause elimination.
- Ensure consistent, proactive, and value-driven communication with customers through all available channels.
- After-Sales Service Develop a robust after-sales service strategy to maximize satisfaction, including service reviews and follow-up on commitments.
- Identify and mitigate risks to secure business continuity and protect the customer base.
- Conduct 360° deep dives (CSS, NPS surveys, service reviews) to identify pain points and new opportunities for experience improvement.
- Ensure compliance with Group Customer Experience Directives.
- Ensure structured follow-up and documentation of customer needs and feedback.
Customer Satisfaction & NPS Management
- Own the Net Promoter Score (NPS) process across all customer segments.
- Design, implement, and monitor customer satisfaction surveys.
- Analyze NPS results and translate insights into action plans with relevant departments.
- Track progress of initiatives aimed at improving customer loyalty and satisfaction.
- Provide regular reporting to the Commercial Director & Leadership team on customer experience KPIs.
Administration & PR
- Oversee administrative tasks related to customer programs and marketing events.
- Manage purchase requests (PRs) and ensure budgetary compliance for all customer-related activities.
- Coordinate with internal and external stakeholders to ensure effective execution of PR, sponsorships, and promotional initiatives.
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Education, Qualifications & Experience
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Education: Bachelor's Degree in Business Administration with a major in Marketing, or a related field.
Technical Skills:
- Strategic Thinking
- Project management
- Excellent Analytical skills
- Planning: Setup of plans and anticipation of risks.
- Market Strategies development & Implantation.
- ATL& BTL professional planning & Execution
- Brand Positioning.
Behavioral Skills:
- Negotiation / Communication skills.
- Problem solving.
- Results driven.
- Team player.
- Ability to transform ideas into actions.
- Ability to work with different profiles & experience levels, and build relationships
Language Skills: Fluent written and spoken Arabic & English
Experience 10-12 years of experience, with at least 5 years with Cement Experience.
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