• Provide inspired leadership company-wide.• Make high-level decisions about policy and strategy.• Report to the Executive Chairman and board.• Develop and implement operational policies and a strategic plan.• Act as the primary spokesperson for the company.• Develop the company’s culture and overall company vision.• Help with recruiting new staff members when necessary.• Create an environment that promotes great performance and positive morale.• Oversee the… Show more • Provide inspired leadership company-wide.• Make high-level decisions about policy and strategy.• Report to the Executive Chairman and board.• Develop and implement operational policies and a strategic plan.• Act as the primary spokesperson for the company.• Develop the company’s culture and overall company vision.• Help with recruiting new staff members when necessary.• Create an environment that promotes great performance and positive morale.• Oversee the company’s fiscal activity, including budgeting, reporting, and auditing.• Work with senior stakeholders, chief financial officer, chief information officer, and other executives.• Assure all legal and regulatory documents are filed and monitor compliance with laws and regulations.• Work with the executive board to determine values and mission, and plan for short and long-term goals.• Identify and address problems and opportunities for the company.• Build alliances and partnerships with other organizations.• Oversee the day-to-day operation of the company.• Work closely with the human resource department to ensure great hiring.• Ensure performance appraisal, training, and professional development activities. • Reward performance, prevent issues and resolve problems.• Analyze problematic situations and occurrences and provide solutions to ensure company survival and growth.Achievements:• ISO - Quality Management System (9001,2015).• ISO -Customer Satisfaction – Guidelines for Complaints Handling in Organizations (10002,2012).• Certified as an internal auditor by ISO for Quality Management System. Show less

• Engaging with Management board, senior leadership team and all employees to understand the business and build productive and collaborative working relationships to raise the profile of customer service within the business and embedding the business benefits of delivering excellent customer service as per the worldwide standards.• Recommend, implement, and embed a customer service strategy and prepare operation business action plan.• Advising on and suggest corporate critical success… Show more • Engaging with Management board, senior leadership team and all employees to understand the business and build productive and collaborative working relationships to raise the profile of customer service within the business and embedding the business benefits of delivering excellent customer service as per the worldwide standards.• Recommend, implement, and embed a customer service strategy and prepare operation business action plan.• Advising on and suggest corporate critical success factors, corporate priorities, and performance measures, including KPIs and targets for the customer service department.• Ensure the team is fully aware and trained to perform the daily operation tasks.• Work towards continuous improvement of the customer experience / journey process. • Quarterly review and approve the daily operation process and SLAs.• Create, review, and approve all Customer Engagement reports. • Present the Customer Engagement reports to One Global Board Members, EC, Chiefs, and executives.• Ensure immediate action in cases of delay / lack of action from other departments related to Customer Engagement daily operations that leads to impact the customer satisfaction.• Carry out needs assessments, performance reviews and cost/benefit analyses.• Ensuring all relevant communications, records and data are updated and recorded.• Review the performance of staff, identifying training needs and planning training sessions.• Organizing staffing, including shift patterns and the number of staff required to meet demand.• Coaching, motivating, and retaining staff and coordinating bonus, reward, and incentive schemes.• Determines and monitor customer engagement KPIs, productivity, quality of customer-service standards.• Prepare Customer engagement guidelines SOPs, SLAs and OLAs.• Prepare yearly Customer Engagement department financial budget plan.• Prepare yearly Customer Engagement department manpower plan. Show less

• Interview and recruit potential candidates for the Mystery Shopping programme.• Schedule, book meeting rooms and conduct Mystery Shopping orientation as required.• Ensure confidentiality of names, identities and packages of the Mystery Shoppers and maintain Mystery Shopper data base.• Coach Mystery Shoppers on standards, follow up on reports and information through conducting coaching sessions if needed based on the feedback received from the field Area Managers and other on-going… Show more • Interview and recruit potential candidates for the Mystery Shopping programme.• Schedule, book meeting rooms and conduct Mystery Shopping orientation as required.• Ensure confidentiality of names, identities and packages of the Mystery Shoppers and maintain Mystery Shopper data base.• Coach Mystery Shoppers on standards, follow up on reports and information through conducting coaching sessions if needed based on the feedback received from the field Area Managers and other on-going communication as deemed necessary.• Take full responsibility of Mystery Shoppers enquiries and requests.• Arrange on the assigned Mystery Shopper schedules and follow up on activities on daily basis.• Check, verify and accept visits uploaded by the Mystery Shoppers after being reviewed by the field Area Managers in case of quality checking.• Auto accept visits uploaded by the mystery shoppers after being reviewed by the field Area Managers in case of quality checking.• Monitor feedbacks by reviewing feedbacks for MC Officers both SHOPPIE & Call Monitor - (meeting individuals and final approval by Manager)• Plan of calibration session is carried out.• Plan of Orientation.• Keeping track on Brand Info & Store N/A.• Monitor MS payments – review.• Study and respond to feedbacks received from stores and reject visits if the feedback is valid.• Report incidents pertaining to Mystery Shopper’s to Line Manager for an immediate action.• Recommend and assist with improvements for achieving Mystery Shopper’s satisfaction.• Recommend improvements on SHOPPIE standards.• Continuously review the SHOPPIE programme and procedure, recommending and driving change.• Measure the performance of contact centre agents through END to END SHOPPIE.• Meet team objectives and performance measures as per the Service Level Agreement.• Promote Alshaya Vision and Values.• Assist in translating GCS documents if needed. Show less

Group Customer Care Programmes: • Daily filtration of ‘be Alshaya’ registrations.• Coordinate Quarterly meetings in MENA as well as other regions.• Coordinate campaigns on the Group Customer Care programmes to increase employee participation. • Work with IT towards data that needs manual uploading.• Generate monthly, quarterly reports related to the Customer Care programmes.• Liaison with Finance on monetary rewards & payments.• Coordinate rewards delivery based… Show more Group Customer Care Programmes: • Daily filtration of ‘be Alshaya’ registrations.• Coordinate Quarterly meetings in MENA as well as other regions.• Coordinate campaigns on the Group Customer Care programmes to increase employee participation. • Work with IT towards data that needs manual uploading.• Generate monthly, quarterly reports related to the Customer Care programmes.• Liaison with Finance on monetary rewards & payments.• Coordinate rewards delivery based on winners for all MENA regions.• Develop and maintain ways to monitor and keep abreast of Group Customer care rewards & recognition programmes and explore progressive reward schemes that may be implemented within the existing timeline • Participate in the reward strategy formulation process. Events Management:• Managing details of event location, arranging the schedule, • Follow up on travel arrangements for employees/ colleagues travelling for the event.• Follow up with Internal Communications Officer regarding material, invitations.• Finalize the rewards to the programme winners.• Manage inventory on all gifts & material for events and internal communications. • Follow-up on payments related to events & all other programmes (e.g. Mid annual, Team score card) Show less

• Set objectives and ensure targets are achieved.• Manage all tasks pertaining to designated areas and projects and delegate to manage work flow accordingly.• Review statistical studies, technological advances, or regulatory standards and trends to stay abreast of issues in the field of quality assurance.• Maintain and improve Customer Complaints Management System based on the standards of ISO 10002.• Create awareness of the procedures and ISO requirements through training… Show more • Set objectives and ensure targets are achieved.• Manage all tasks pertaining to designated areas and projects and delegate to manage work flow accordingly.• Review statistical studies, technological advances, or regulatory standards and trends to stay abreast of issues in the field of quality assurance.• Maintain and improve Customer Complaints Management System based on the standards of ISO 10002.• Create awareness of the procedures and ISO requirements through training sessions. • Monitor and advise on the performance of the quality management system. Produce data and reports on performance, measuring against set standards.• Oversee the documentation and maintenance of Customer Experience Procedures / Work Instructions, Standards and Checklists, Job Descriptions and all other related documents and records related for all units.• Coordinate quality process development and improvement initiatives with respective departments through the delivery of training, tools and techniques to enable others to achieve quality and professional development.• Direct activities assuring operational quality and compliance.• Oversea Internal Audits and conduct Quality Management Reviews for Customer Experience Units.• Design and maintain controls and documentation procedures regarding departmental audit processes.• Establish the requirements for Customer Interaction and Research & Development measurement.• Establish the requirements for Customer Experience reward mechanism.• Manage any assign project in accordance to the agreed plan by ensuring compliance to project timeline and deliverables.• Consult with support teams within the department on quality issues to implement continual improvement opportunities. Show less

- Market Research • Assisting in setting the target for the Market Research projects on a quarterly basis.• Plot the Quarterly Research Calendar by segregating the Market Research projects to be completed for the quarter into Quantitative Research & Qualitative Research. • Initiate the Market Research project after meeting with the Brand and understanding the objectives behind the research. • Designing the Research for the Brands and present a detailed Market Research Proposal… Show more - Market Research • Assisting in setting the target for the Market Research projects on a quarterly basis.• Plot the Quarterly Research Calendar by segregating the Market Research projects to be completed for the quarter into Quantitative Research & Qualitative Research. • Initiate the Market Research project after meeting with the Brand and understanding the objectives behind the research. • Designing the Research for the Brands and present a detailed Market Research Proposal. • Development of Research Tools & Data Analysis for Quantitative and Qualitative Research. • Monitoring of Data Collection. • Data Analysis.• Recruit selected group of customers by inviting them to attend focus groups in return for an incentive. • Reporting & Presentation of Findings to Brands. - Internal Survey • Understand the survey / campaign objective and timelines. • Establish and share Survey Project Timelines with Brand / Support Function Management Team keeping into consideration other survey timelines present in Internal Communication Calendar. • Study and analyze submitted surveys. • Generate first draft of Survey Report. • Review the Survey Report. • Present and review the Survey Report - Voice of Customer (VOC)• Design & Draft VOC questionnaire keeping in mind the concept of the Brand/Division, Contact Centre customer profile, service touch points, behavioral factors, culture etc. • Share the feedback on the questionnaires with the relevant brand/division management personnel for final content review and feedback prior to approval process. • Maintain Brand Report Tracker. • Oversee the generation of the VOC Brand Reports. • Communicate new / updated VOC Questionnaires to QA for coding purposes. • Track and notify the Customer Experience Senior Manager about the Brands that are eligible for the VOC Brand Reports within two working days from the end of the quarter Show less

• Putting the structure of the company and procedures to be fully operated.• Business plan. • Sales and Marketing procedures.• Company Opening. (Preparing reservations / Invitations / Event schedule / Coordinating with media and press)• Creating opportunities of sales in the local market and Gulf Area for government sectors and individuals .• Office operation (coordinating and archiving all documents between us and other agencies locally and internationally). • Business… Show more • Putting the structure of the company and procedures to be fully operated.• Business plan. • Sales and Marketing procedures.• Company Opening. (Preparing reservations / Invitations / Event schedule / Coordinating with media and press)• Creating opportunities of sales in the local market and Gulf Area for government sectors and individuals .• Office operation (coordinating and archiving all documents between us and other agencies locally and internationally). • Business development (contacting international boats and yachts companies to be the exclusive dealer in the GCC). • Competitors / market study (products / brands / boats and yachts agencies). • Maintained relationships with the clients.• Conducted service evaluations, made recommendations to management.• Maintained customers' satisfaction level.• Responded to client's complaints and provided solutions.• Composed and drafted all outgoing correspondence and reports for the owners. Show less

• Prepares the Annual Business Development Plan; as well as the Annual Work Plan. • Defines and follows up yearly targets and objectives.• Studies and determines business strategies for sustainability/profitability; new opportunities and expansion projects.• Provides direction, guidance to the team to ensure alignment with the agreed business strategies.• Developed comparison tables of products and services by researching product pricing, ratings and performance.• Negotiated… Show more • Prepares the Annual Business Development Plan; as well as the Annual Work Plan. • Defines and follows up yearly targets and objectives.• Studies and determines business strategies for sustainability/profitability; new opportunities and expansion projects.• Provides direction, guidance to the team to ensure alignment with the agreed business strategies.• Developed comparison tables of products and services by researching product pricing, ratings and performance.• Negotiated prices, terms of sales and service agreements.• Researched clients' business issues and goals to offer appropriate solutions. Show less

• Quintessentially is a leader in field of providing services for the VIPs in Kuwait and outside Kuwait. • Answered an average of 25 calls per day by addressing customer inquiries, solving problems and providing new product information.• Politely assisted customers in person and via telephone.• Created and maintained an organized database to develop promotional sales.• Dedicated to continuously improving sales abilities and product knowledge.• Set up and explained new… Show more • Quintessentially is a leader in field of providing services for the VIPs in Kuwait and outside Kuwait. • Answered an average of 25 calls per day by addressing customer inquiries, solving problems and providing new product information.• Politely assisted customers in person and via telephone.• Created and maintained an organized database to develop promotional sales.• Dedicated to continuously improving sales abilities and product knowledge.• Set up and explained new membership contracts. Show less