- Defined the department's vision, mission, and goals. - Established service offerings and key performance indicators (KPIs) to measure success.- Hired and onboarded a high-performing customer service team.- Developed and implemented efficient customer service processes for all interaction channels (phone, email, chat, etc.). Focused on streamlining resolution times and first contact resolution rates.- Established quality monitoring procedures to ensure consistent and high-quality customer service delivery. - Identified areas for improvement and implemented corrective actions.- Launched customer satisfaction surveys and feedback mechanisms to gain insights into customer needs and expectations.-Utilized feedback to enhance service offerings and processes.- Developed and managed the department's budget, ensuring efficient resource allocation to achieve business objectives.

CRM and Customer Service Manager CRM Key Responsibilities: - Manage customers loyalty accounts and troubleshooted loyalty points allocation issues.- Update and troubleshoot issues with the loyalty mobile application. - Update loyalty program policies (i.e., terms of service and privacy policy).- Handle content creation for marketing communications and the setup of marketing campaign functions and rules (Discounts, deals and vouchers).- Partnership acquisition and management.- Customer acquisition/Retention.- Manage CRM Calendar and ensuring the alignment with Marketing campaigns.- Generate Weekly / Monthly MIS Report, Business insights.- Basket analysis, Product mapping- Manage and prepare the annual budget of CRM & Customer service departments.

Responsibilities: - Provide high-end customer service to Gucci, D&G, YSL, BV, Balenciaga and Armani customers. - Build a strong one to one relations with VIP clients. - Responsible of partnerships with Ruba Loyalty Program.- Improve customer experience in stores and website. - Assist CRM manager in Marketing campaigns, analysis and social communication. - Develop service procedures, policies and standards in coordination with other departments.- Implemented a system that helps identifying brand or item weakness & how to improve store staff performance.- Investigated and resolved customer inquiries and complaints with empathy.- Enhanced customer satisfaction ratings by managing all client inquires through resolution.- Maintained up-to-date knowledge of product and service changes.- Identified individual development needs with appropriate training.

Key responsibilities:- Develop & implement strategic plans to address customer needs.- Develop service procedures, policies and workflow in coordination with other departments to exceed quality service goals. - Decision maker of all labors Iqamas, Time sheet and EOBS as a part of Operations- Build a quality relationship with all clients and partners with frequent visits KSA wise.- Enhanced client satisfaction ratings by resolving difficult customer issues through completion.- Facilitated inter-departmental communication to effectively provide customer support.- Responded to customer requests with friendly, knowledgeable service and support.- Investigated and resolved customer inquiries and complaints with empathy- Collected customer feedback and delivered reports to leadership to promote correction.- Trained staff on operating procedures and company services.- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.- Oversaw team of 17 customer service professional assisting 130 customer.- Worked with new hires to educated on various customer service tasks, product specifications and company protocols.* Accomplishments:- Reduced the monthly complains to 65-70%.- Created CRM system, by working closely with IT Department.- The company has received three clients appreciation letter as a result of serves improvement

Responsibilities: - Conducted market research to rationalize category and segment opportunities.- Collaborated with sales service, finance, registration and logistics to influence critical business growth outcomes.- Worked closely with Product Managers to develop accurate and cost-effective product marketing plans, analyzing results to adjust marketing efforts as needed.- Conducted a competition analysis in the market.- Assisted in new product launching by establishing new product production line catalogs and packaging

- Managing all the marketing activities for the company and activities within the marketing department.- Managing and preparing the annual plan for the marketing department.- Managing and preparing the annual marketing budget and monitor all expenses within the budget limit- Developing plan, ideas and objectives.- Creating a wide range of different marketing materials.- Planning and Oversee all promotions and advertisement activities to ensure alignment with set objectives.- Working closely with design agencies and assisting with new product launches with packaging design.- Following up on marketing department receivable and payment issues.- Managing Events, including development of promotional materials through creative agencies.- Conducting customer satisfaction survey, analyze the collected data and prepare final reports to the top management.- Handling and responsible of all ISO requirements of marketing department.- Monitoring a market studies and surveying the market.- Participating in strategic group for long term development and strategic plan for the company.- Maintaining company image as market leader through Strengthen both product and company branding & image

- Analysing market studies and researchs and provide it to the management.- Maintain and updates a database on the competition.- Conducts numerous surveys to gather market data and produce reports on critical market conditions.- Prepare preliminary annual budget for management review.- Manages and updates a comprehensive qualification files to the customers.- Maintain company image as market leader through Strengthen both product and company branding & image.