Mohamed Marwan Email & Phone Number

Cairo, Egypt

• Lead and manage the operations of four diverse franchise concepts—KidZania, Skypark, Kimet, and Nutty Scientists—ensuring consistent excellence across all brands. Successfully navigated the unique challenges of each franchise, driving growth, operational efficiency, and customer satisfaction in varied entertainment and educational environments.• Spearhead operational strategy and execution for a leading entertainment company, overseeing multiple projects and facilities and driving significant revenue growth.• Manage a diverse team of 500+ employees across various departments, including operations, guest services, maintenance, safety & security, janitorial services, merchandise and food & beverage.• Implement process improvements that increased operational efficiency by 25% and reduced costs by 15%.• Boosted and enhanced a comprehensive loyalty program that resulted in a 300% increase in membership, directly driving a 200% growth in repeat customer visitation. This initiative significantly boosted brand loyalty, enhanced customer engagement, and contributed to sustained revenue growth.• Develop and execute comprehensive safety and compliance programs, ensuring adherence to industry regulations and standards.• Collaborate with marketing and sales teams to enhance guest engagement and drive attendance, resulting in a 20% increase in footfall.• Foster a culture of continuous improvement and high performance, leading to a 30% improvement in customer satisfaction scores.• Ensure comprehensive execution of preventive and corrective maintenance protocols by meticulously overseeing daily functionality and operations checklists.• Optimized workforce efficiency at KidZania by strategically monitoring and managing staffing levels, aligning them with historical seasonal trends and real-time operational demands. This approach ensured optimal workforce utilization, maintained high service standards, and resulted in a 10% reduction in budgeted payroll costs.

Middle East & North Africa

• Lead strategic visits and hosted potential business partners, foreign industry representatives, and VIPs to showcase the region's operations and opportunities, strengthening regional partnerships and business development.• Address and resolve franchisee requirements, ensuring smooth operations and alignment with corporate objectives.• Conduct targeted training sessions across the region, enhancing franchisee capabilities and ensuring adherence to KidZania's high standards.• Actively engage with franchisees to understand their challenges, gather innovative ideas, and route their needs to the appropriate departments, fostering strong relationships and continuous improvement.• Guid franchisees in maintaining compliance and quality by directing them to the correct guidelines and manuals, ensuring consistency across all operations.• Collecting and analyzing key data such as P&L statements, soft opening metrics, internal controls, and royalties, contributing to informed decision-making and financial health.• Perform consultancy visits and conducted follow-up assessments, ensuring franchisees met operational benchmarks and standards.• Monitor and analyze regional competitors to identify emerging trends, best practices, potential threats, and advising franchisees on strategic responses.• Provide daily operational guidance to franchisees, ensuring alignment with KidZania’s brand and operational standards.• Foster a strong sense of community and belonging among KidZania States, promoting a unified and collaborative global network.• Apply critical updates, best practices, and areas for improvement with franchisees, reinforcing the adoption of new guidelines, manuals, and policies.

Egypt

• Direct all operational aspects of a high-traffic entertainment facilities, including staff management, budget control, and customer service.• Successfully launched new strategies, contributing to a 20%-25% increase in year-over-year revenue.• Lead the implementation of a new loyalty program system, improving guest retention and enhancing targeted marketing efforts.• Manage partnerships with key vendors and suppliers, negotiating contracts that reduced expenses by 10%.• Establish and implement comprehensive departmental training programs, leading to substantial skill development across teams and a 20% reduction in employee turnover, that directly contributing to increased operational efficiency and employee satisfaction.• Manage a diverse team of 150+ employees across various departments, including operations, customer services, sales, marketing, maintenance, safety & security, janitorial services, merchandise and food & beverage.• Enforce strict adherence to all company policies, standards, and procedures, ensuring operational consistency and regulatory compliance across the organization.• Conduct regular performance review meetings to assess progress, identify gaps, and implement corrective actions, driving continuous improvement and alignment with organizational goals.

Cairo

• Oversee the compliance with internal control window sales intake (discounts, courtesy passes, cash over & short and tallies).• Guarantee that deviations of personnel tallies lie within established standards and compare it with Treasury.• Organize personnel positioning according to capacity and season.• Control and restock raw materials and supplies in coordination with corresponding areas.• Guarantee that the service and visitor entry and exit times are within the standards established by the company.• Coordinate with the different departments of the commercial area the logistics for visiting groups and schools’ entry and exit.• Attend to and provide follow up for customer complaints and suggestions.• Oversee the correct execution of the package control procedure.• Do the daily maintenance and operations checklist.• Participate in management meeting to detect areas of opportunity in general.

• Identify and capitalize on new business opportunities through comprehensive market analysis, driving growth and expanding the company’s market presence.• Conduct in-depth competitor analysis to develop competitive pricing and strategies, positioning the company as a leading player in the market.• Manage the entire contracting process with new tour operators, including contract negotiations and renewals, ensuring favorable terms and long-term partnerships.• Assist in the development and execution of the annual strategic plan, aligning business objectives with market trends and customer needs.• Direct and coordinate the operations of multiple departments, including Operations, Reservations, Accounting, and Traffic, ensuring efficient workflow and job distribution.• Oversee and coordinate activities across multiple regional offices in Cairo, Sharm El Sheikh, Hurghada, Luxor, and Aswan, ensuring consistency in service delivery.• Manage weekly and monthly reporting on bookings, sales, supplier interactions, and internal metrics, providing insights to senior management for informed decision-making.• Negotiate and finalize seasonal hotel contracts, securing favorable rates and terms that optimized profitability.

• Craft detailed day-by-day itineraries and competitive quotations, delivering customized travel experiences that met client expectations.• Arrange transfers, excursions, and all logistical aspects of tours, ensuring smooth operations and exceptional customer experiences.• Prepare and manage rooming, arrival, and departure lists, facilitating seamless transitions and ensuring client satisfaction.• Address and resolve tourist complaints and issues during their travels, maintaining high levels of customer satisfaction and loyalty.• Liaise with hotels, coach companies, restaurants, and other vendors to secure top-quality services and experiences for clients.• Organize and attend MICE (Meetings, Incentives, Conferences, and Exhibitions) events, contributing to successful and memorable events.• Handled invoicing responsibilities, ensuring accurate and timely billing in coordination with the accounting department.

Master Of Business Administration - Mba, Business Administration And Management, General, 3.9/4.0

Bachelor'S Degree, Accounting And Finance