Al Jizah, Egypt
Strategic & Transformational Leader, Customer Service Expert, Six Sigma Expert , Program and Portfolio Management Professional with over 30 years of experience in the manufacturing consumer goods industry and over 10 years in the customer service sector. Strong background in programs and portfolio management. Experienced in the domains of: - Manufacturing Plant Management - Strategic Business Planning - Transformational Business Implementation - Customer Service Management - Customer Relationship Management - Strategic Business Management - Sales & Sales Operations Management - Lean & Six Sigma - Talent Management Soft Skills:- - Energetic person who make a good impact on people. - Good decision making and work towards finding a solution to the challenges at hand. - Flexible and have a positive mindset and see opportunities. - Good business sense. - Very high leadership skills. - Strong communications skills. - Confident capable leader who enjoy being in charge, taking responsibility for others and achieving results through them.
• Responsible P&L with managing turnover of 500 million EGP. • Leading Net profit of more than 10% and capitalizing a market share of more than 50%. • Operational Leadership of more than 850 employee • Develop high quality business strategies and plans ensuring their alignment with short-term and long-term objectives • Lead and motivate subordinates to advance employee engagement develop a high performing managerial team • Oversee all operations and business activities to ensure they produce the desired results and are consistent with the overall strategy and mission • Make high-quality investing decisions to advance the business and increase profits • Enforce adherence to legal guidelines and in-house policies to maintain the company’s legality and business ethics • Review financial and non-financial reports to devise solutions or improvements • Build trust relations with key partners and stakeholders and act as a point of contact for important shareholders • Analyze problematic situations and occurrences and provide solutions to ensure company survival and growth • Maintain a deep knowledge of the markets and industry of the company
Key Responsibilities:- - Lead Customer Care & After Market Sector across Egypt. - Develop and ensure a superior after sales service in Egypt through our service centers as well as independent service providers through relevant KPIs. - Develop plan and strategies for customer care WOW to be the best in class providing service to their customers. - Develop and monitor customer experience and satisfaction through multiple touch points. - Develop and support product improvement through sustain process of communications and feedback between Service, R&D, PL and Manufacturing. - Develop and providing continues training (Technical and Soft Skills) to whoever meet or serve the customer to ensure maximum customer satisfaction. - P&L responsibility for the sector business. - Support MEA (Middle East & Africa) cluster clients with required technical support and technical training. - Establish and ensure delivery of EMEA Consumer Care long term strategies.
- Drive Water Heaters industry (Electric & Gas). o Establish and implement new production lines for producing Electric Water Heaters like sheet metal pressing lines, automatic welding lines, full automatic coating lines (STONE & Enameling), Electrostatic painting lines. o Lead the group strategy to source the Gas Water Heaters CKD from China instead of Turkish suppliers which enabled us to penetrate the market with competitive prices and innovative models. o Establish and implement new production lines to produce Gas Water Heaters. o Lead the project of localizing of some of GWH parts to reduce the cost. - Drive Gas Cookers industry o Drive the production inside two Cookers plants based on company ambitious plans to gain extra market share. o Drive the plan to establish the third Cookers plant starting from buying the land, preparing the concept designs for buildings, production lines, infrastructure with co-operation of one of famous designing firm in Denmark.
- Over around 100,000 meter square this factory has been built to produce AWM & Refrigerators. - Drive the production of new automatic washing machines branded Ideal Zanussi under license from Electrolux, all production lines and machines recommended by Electrolux international. - Managed the commissioning and installation of Refrigerators production lines at the same factory. - Establish and ensure delivery of company business plan and strategies. During the mentioned period I was appointed as a Deputy Chief Manufacturing Officer
- Responsible about the group factories producing Cookers, Water Heaters, Oil filled radiators & Components. - During the mentioned period I was still acting as Cairo Modern industrial engineering co. (Cookers Plant) CEO which is member of Olympic group.
- Led the company to launch the cookers branded IDEAL for the first time in the group. - Drive all activities and results of producing and selling cookers from this company and lead it to be profitable company and gained market share.