JOB OBJECTIVE
Responsible for managing a strategic business unit covering plasma collection marketing, donor relations/services, and the GEPD call center. Develops strategies for donor recruitment, retention, and communications. Oversees and optimizes all operational aspects financial, administrative, quality, personnel, systems, third-party management, and infrastructure. Ensures daily operations, compliance, and quality control while fostering operational excellence. Coordinates with donation centers to achieve KPIs and annual plasma collection targets by building a qualified, loyal donor base through exceptional donor experience and service.
KEY RESPONSIBILITIES
People Management & development
- Establish a work environment that foster operational excellence.
- Ensure all employees are properly, timely, and efficiently trained on the relevant technical areas.
- Provide regular feedback and coaching for employees.
- Develop & retain talents, through regular meetings, goal check-ins, development plans, etc.
- Administer regular check-ins and year-end performance review & development plans, etc.
- Support and conduct teams trainings.
Business responsibilities:
- Create the long- and short-term strategies for plasma collection marketing and donor services.
- In alignment with the plasma procurement planning and control, set the annual budget and forecast for each donor center.
- In alignment with the donor center managers set the performance KPIs to achieve the related objectives.
- Achieve the strategic objective for establishing a national regular donor foundation through pre-set KPIs for each donor center.
- Ensure efficient implementation for GEPD strategic vision for donor service for value proposition.
- Harmonize the workflow between different stakeholders involved in donor services.
- Keep an efficient new donor recruitment and retention cycles through the implementation of the strategic plans and tactics.
- Monitor the team performance and continuously enhance the efficiency of processes established for donor services across GEPD donation centers.
- Generate analytics and insights for donor conversion, donor retention nationally and per each center.
- Oversight the call center performance and KPIs.
- Leads the donor recruitment marketing activities across DCs.
- Mitigate risks that might affect donor centers performance or GEPD image.
- Ensure the generation of high-quality analytical reports for field operations and call center timely.
- Keep efficient communications and harmony with all stakeholders.
Quality & Compliance:
- Ensure that the business unit is operating with high level compliance to company's policies, procedures, and regulations.
- Manage audits performed for the related functions and help to resolve any related issues.
PROFESSIONAL EXPERIENCE REQUIRED
Typically requires a minimum of 5 years of related experience in business development, sales and marketing.
COMPUTING SKILLS
Proficiency in all Microsoft Office applications, and familiarity in working with CRM applications.
PERSONAL SKILLS
- Plans and improves operations.
- Excellent communication & interpersonal skills.
- Customer-focused with high emotional intelligence.
- Decisive, analytical, and problem-solving oriented.
- Teamwork, collaboration, and professionalism in fast-paced regulated environments.
LANGUAGES
Very good written and spoken English and Arabic.
