• Established and Leading the Group CRM operations for multiple automotive brands under Al Wallan Group - HYUNDAI, RENAULT, GENESIS, GEELY, ZEEKR and LOTUS • Established dedicated team for each brand across various channels like call center, social media etc; Managing a team of over 60 members in the CRM department.• Introduced new systems and implemented automation and integration to improve customer service. • Driving customer retention and revenue generating campaigns • Overseeing the Voice of Customer (NPS) initiatives. • Enhancing customer communication through new systems and innovative methods• Creating Sales and Aftersales customer journeys• Introducing and maintaining KPIs for each functional area• Liaising with the principals of each automotive brand• Workforce management, budget costing and allocation across different brands to optimize cost efficiency and achieve business objectives.

Managing the following key responsibilities• Enhancing Customer Experience through better processes.• Customer retention and revenue generating campaigns • Supporting group companies in CX• Voice of customer (NPS) • Introducing new customer channels whilst enhancing current ones• Call center operations• Customer Concerns management

• Expanded Customer service operations by gradually introducing new channels of customer engagement. • Recently introduced WhatsApp customer services• Implementing After-Sales Retention campaigns and Generating annual revenue of over 10 Million for the service center.• Developing out of the box tools , Implementing Automation to enhance customer experience across various touch points.• Customer concerns management.• Established social engagement unit with a strong presence on Facebook, twitter and Instagram.• Implementing e-Surveys, providing intelligent customer feedback to the Product Planning team.• Currently, part of the core team to implement Oracle Eloqua, Engagement Cloud in the company• Currently managing 40 employees at different locations across the kingdom.

• Established from scratch Customer Relations operations for the company,• Sales Lead management and tracking sales conversion• SMS marketing to generate inbound traffic to sales and service centers. • Reporting and Analytics of all campaigns.• Conducting NPS surveys to measure customer satisfaction • CRM system development and introducing new features in the system for effective use by all department.• Process development and optimization. Monitor / Refine communications strategy.

Spearheading complete marketing functions, tactically handling all ATL and BTL activities.Executing and Managing all Marketing strategies and CRM operations of the company.Developing annual marketing budget plan.Devising media plans, campaigns and schedules. Performing and managing market research activities and surveys Monitor market trends and competition activities and propose counter actionsLiaising with external marketing agencies and vendorsDevising direct marketing campaigns and strategiesOverall management and execution of customer Loyalty Programs and its life cycle.Conduct CSI /SSI, analyze and prepare detailed reports on customer sales and service surveys.Accountable for creating strategic action plans, business proposals, scope of work outlining all minute details including costing. Provide recommendations for Management and Executive approval for business strategies and action plans Efficiently managing Call center operations and Fleet marketing programs. Managing CRM communications which include Contact center, Direct Mailers, Emails, SMS and complete data management processDeveloping and maintaining internet/intranet website.

-Taken on board to manage and implemented the internal CRM applications like Siebel and Goldmine. -Developing processes and implementing business standards. -Accountable for Data Mining and analysis which provide insight into more business revenue channels.-Manage and devising ways to increase Database and its quality. -Managing and working with external agency for increasing customer base information.