Hany Ibrahim
Ottawa
Summary
Experienced professional with a background firmly established in designing, handling, and implementing high-impact projects and management of diverse stakeholder groups. Currently leading the Customer Journey Operations team at Mercedes-Benz General Distributors (MBGD) in Dubai, responsible for steering all General Distributor markets across EMEA to provide a best digital customer journey by developing cross-functional digital and eCommerce initiatives.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
Customer Journey Operations Manager
Mercedes-Benz General Distributors
02.2022 - Current
- Led the set-up and operations of an in-house agency (Customer Journey Operations, CJops) with hub responsibility for providing over 20 markets in Europe, Africa and the Middle East with marketing automation services and website operations support
- Hiring, coaching, and guiding 4 direct reports as part of new team structure
- Oversaw the development of new digital applications including a new website and Salesforce
- End to end project management of high impact projects including designing and scoping functional and technical requirements and roll out of a new Mercedes-Benz website across 20 markets (including design briefs, car configurator development, test drive, service booking requirements, eCommerce integration and content migration)
- Set-up in-house content team to provide all markets with website content in line with global CI/CD standards
- Defined and managed holistic governance structure and standardization process of the new website to ensure effective tracking of overall performance standards and KPIs across all markets in scope
- Managing in-house Salesforce team responsible for developing and activating Marketing Cloud operations and campaigns through the entire lifecycle journey (from prospecting to retention and loyalty)
- Overseeing the rollout of OneDoC and other customer consent initiatives across all General Distributor markets
- Supporting the data team with steering key website and eCommerce KPIs and ensuring operations are aligned to meet digital sales targets
Digital Touchpoints Senior Executive
Mercedes-Benz Cars Middle East
12.2020 - 01.2022
- Responsible for steering all relevant CRM and Salesforce activities in collaboration and alignment with relevant stakeholders (HQ, global and local agencies, IT and dealers)
- Developing Salesforce strategy and recommend course of action for rollout across other markets in the region
- Supporting with rollout of new eCommerce platforms across 7 markets in the region
- Implement and maintain website (OneWeb) applications; including: online configurator, test drive booking system, contact forms and integration with Salesforce or DMS systems
- Maintain website (OneWeb) platform; responsible for the technical and content OneWeb strategy in alignment with Digital House, local and global agencies and dealers
- Develop Marketing analytics and monitor and report marketing relevant metrics
- Selected as part of a new 'Customer Journey Team' responsible for curating a digital roadmap for 20 markets (Middle East, East Europe and Africa)
Product Management and Pricing Senior Executive
Mercedes-Benz Cars Middle East
05.2019 - 12.2020
- Responsible for product specification, pricing strategy and life cycle management of the E-Class product groups: E-Class Sedan, E-Class Coupe, E-Class Cabriolet, and CLS
- Successfully launched the new E-Class Sedan, Coupe and Cabriolet models in the region
- In collaboration with the Product and Pricing Manager, developed and implemented a comprehensive Product Simplification Strategy, including the introduction of regional-wide model lines across the entire product portfolio with a lead-time of 7 months from conception to implementation
- Collaborated with the Pricing team to enhance the pricing process by clearly defining the methodology of regional pricing studies versus competitors
- Member of a cross-collaborative swarm tasked with optimizing the pricing process and finding efficiencies to enhance the thoroughness of pricing proposals and improve the relationship between the sales and finance departments
- Part of the Homologation team, responsible for overseeing all fuel labels applications across the region in a timely manner
- Acted as centre of knowledge for my assigned product group, supporting customers, general distributors, and MBCME staff and management with all product and pricing-related inquiries
Product Management and Pricing Executive
Mercedes-Benz Cars Middle East
01.2018 - 04.2019
- Assigned Product and Pricing responsibilities for the E-Class Sedan and CLS models
- Launched the all-new CLS with a successful pricing proposal that resulted in increased sales volume
Marketing and Public Relations Executive
Mercedes-Benz Cars Middle East
04.2017 - 01.2018
- In collaboration with the Public Relation Senior Executive, successfully maintained Mercedes-Benz’s position as the leading and favored premium automotive brand in the region by working with designated agencies to maintain and promote a favourable image of the brand in the media
- Liaised with regional media; managed the press car fleet to gain maximum press exposure; planned international press test drive events; drafted and reviewed press releases and corporate speeches by senior management; worked with colleagues to organize press and car launch events and prepared senior executives for media appearances and interviews
- Main public relations contact at the 2017 Dubai International Motor Show; responsible for drafting and reviewing speeches for regional and international speakers, planning and overseeing the Mercedes-Benz press conference at the show and organizing media interviews with representatives of the brand
- Other projects included conducting three market research projects on future mobility trends in the region, preparing and reviewing social media content plans, and curating content for and editing, the Mercedes-Benz Magazine
Marketing and Public Relations Intern
Mercedes-Benz Cars Middle East
10.2016 - 04.2017
Education
Bachelor of Social Science -
University of Ottawa
Ottawa, Ontario 01.2015 - 01.2016
Honours Bachelor of Public Administration - Political Science
University of Ottawa
Ottawa, OntarioExecutive Masters of Business Administration - undefined
University of Ottawa
Ottawa, OntarioSkills
- Adaptability
- Reliability
- Motivation
- Attention to detail
- Problem-solving
- Project management
- Resource planning
- Networking
- Collaboration
- Stakeholder engagement
- Organizational partnership
Locations
- 188 Urbancrest Private, Ottawa, Ontario, Canada
- Safi Apartments, Town Square, Dubai, Dubai, UAE
Timeline
Customer Journey Operations Manager
Mercedes-Benz General Distributors
02.2022 - Current
Digital Touchpoints Senior Executive
Mercedes-Benz Cars Middle East
12.2020 - 01.2022
Product Management and Pricing Senior Executive
Mercedes-Benz Cars Middle East
05.2019 - 12.2020
Product Management and Pricing Executive
Mercedes-Benz Cars Middle East
01.2018 - 04.2019
Marketing and Public Relations Executive
Mercedes-Benz Cars Middle East
04.2017 - 01.2018
Marketing and Public Relations Intern
Mercedes-Benz Cars Middle East
10.2016 - 04.2017
Bachelor of Social Science -
University of Ottawa
01.2015 - 01.2016
Honours Bachelor of Public Administration - Political Science
University of Ottawa
Executive Masters of Business Administration - undefined
University of Ottawa
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