Zaher Molla, Head of CRM & Loyalty

Zaher Molla

Head of CRM & Loyalty

Sharjah Cooperative Society

Location
United Arab Emirates
Education
Bachelor's degree, Management Information System
Experience
13 years, 10 months

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Work Experience

Total years of experience :13 years, 10 months

Head of CRM & Loyalty at Sharjah Cooperative Society
  • United Arab Emirates - Sharjah
  • September 2019 to April 2020

• Revamping Sharjah Co-op’s Loyalty program to have better personalized communication (Microsoft Dynamics).
• Building CRM Strategy to be customer centric.
• Supporting Marketing & Sales by providing them with customer needs / behaviors.
• Supporting Marketing Plan / Strategy building.
• Managing SAP Hybris Marketing Module implementation.
• Saving 1 Million $ (CRM Strategy / Software & Management vendor finalization).
• Increasing Sales 2 % by encouraging customers to redeem their points.

Head of CRM at Al Kifah Holding Company
  • Saudi Arabia - Khobar
  • September 2014 to September 2018

A Challenging journey in a fast moving working environment where every day was an experience in Retail, Automotive, Construction, Real Estate, Education & Financial solutions.
AlKifah had Zero knowledge about their customers’ need, voice, feedback and numbers.

Leading a team of 21 members from managerial positions to executives.

• Building & Implementing CRM, eCRM & Social CRM strategy across all sectors.
• Project Management of SAP CRM modules’ implementation (Call Center, Campaign Management, Lead Management, Inquiries & Complaints, customer feedback & Satisfaction) including process mapping, alignment with all departments (Marketing, Sales, Operations, aftersales & Finance).
• Measuring Customer Retentions with up to date methods to make sure we keep the competitive edge in a challenging competitive market.
• Building customers’ database & integrated all customers across all sectors for cross selling - upselling.
• Linking all customers’ channels in one pool to have 360 degree customers’ view.
• Supported Marketing CMOs for implementing Personalization strategy.
• Worked directly with Executive, General Managers & CMOs to make sure the holding’s strategy is aligned across all sectors.
• Implementation of CRM Excellence program across all sectors to make sure we have reliable rich & clean data.
Achievements:
• Building AlKifah’s Database across all sectors ( 200 K + ) for upselling & Cross selling.
• Supporting Sales & marketing to increased sales with more 100 million SAR.

Customer Relationship Management Manager at Al Nahdi Medical Co
  • Saudi Arabia - Jeddah
  • December 2012 to September 2014

Nahdi has more than 1000 pharmacy in KSA with a mission to be 5 minutes away from 90% of Saudi population, and it is achieved. Working at Nahdi was & Still a unique, outstanding, rapid growth experience where teamwork concept & innovation is a lifestyle by all means.

Leading a team of 7 members.

• From zero knowledge of our customers. To acquiring 2 million+ customers in 1 year.
• Exceeded expectations & Awarded for successfully managing the project & exceeding SMART objectives.
• Building CRM department from scratch (Call Center, Satisfactions Measurement, Inquiries & Complaints, Campaign Management, Loyalty program & Business Intelligence)
• Oracle Siebel Project Manager with collaboration & support of all departments across the company to make sure all departments wishes become true.
• Handling Project’s overview, Milestones, Organizing, Budgeting, Escalation Process & Phases (RFP, Design, Development, UAT, Train the trainer & going Live).
• Worked with Infosys (Third largest IT Company in the world).
• Building Loyalty Program (Nuhdeek) Strategy with AIMIA, one of the leading loyalty consultancies in the world (Points’ acquiring, Enrolment process, Redemption methods, Fraud, Invoice average cost, upselling, cross selling, retargeting).
• Customer Lifecycle management.
• Nudeek branding, internal & external launching with Leo Burnette (one of the leaders in advertising across in the world. Including Mobile & website development & designing.
• Change Management.
Achievement:
• Awarded for Excellence & Exceeding Expectations.
• Increasing sales by 20% due to the knowledge of customers’ needs, purchase history and interests. (500 million SAR)
• Customized data for all departments (Commercial, Operations, Marketing, Communication & CSR)

National CRM Manager at Omar A. Balubaid LTD - General Motors
  • Saudi Arabia - Jeddah
  • March 2010 to December 2012

General Motors was the beginning of my career journey, where it all lead to where I am now.

Leading a team of 9 members.
• Leading cross functional team to conduct analysis, design/implement solutions & establish success matrix.
• Established outbound calls process (Surveys, Follow-up): Covering 100% of Balubaid customers on all business areas (Sales, After Sales) with minimum (75%-85%) as successful contact rate with defined KPIs Matrix.
• Ensuring effective implementation of GM CRM Projects such as Customer Data Cleansing initiatives, Customer Lifecycle Management tool (LCM), Customers’ Data feed collecting & Submission.
• Initiating customer profiling policies & procedures in all business areas.
• Building Leads Management System generating prospects from 8 different channels.
• Marinating customer’s Data Base, Cleansed, Development of reporting requirements, transforming business data into meaningful business matrix.
• GM Difference ( GM- Retail Standards ) - Dealer Senior Coordinator: Making sure that all standards requested from GM is accomplished.
• GM LeadIT Website Dealer Contact Point.
• Hand to hand with Marketing activities such as:
 New Model / Product Commercial.
 SMS Campaigns.
 E-Campaigns.
 Campaign Analysis Matrix.
Achievements:
• Awarded for Customer Experience Excellence program in the Middle East.
• Increasing customer satisfaction as per the targets of General Motors.
• Decreasing Customers’ complaint by 20%.
• 10% increase in Leads conversion rate.

Service Network Development Supervisor at Omar A Balubaid
  • Saudi Arabia - Jeddah
  • March 2009 to March 2010

• Handling GM reports.
• Oracle Super User (Oracle is being implemented in BGC, Super User interacts with Oracle in order to make sure that the solution is matching with Balubaid After Sales.
• Coordination with a third party that GM signed a contract with to solve customer problems.

CRM Representative at Omar A Balubaid
  • Saudi Arabia - Jeddah
  • February 2007 to March 2009

 Tasks responsible for:
 TNS: General Motors contacted with a 3rd company named TNS as a Call Center to call customers to check their level of satisfaction toward Balubaid.
 Customer retention to measure the percentage of customers who are loyal to Balubaid.
 CSI Progress: Measuring satisfaction of customers.
 "800" Free number: Supervising the outbound calls coming from customers asking for any campaigns, complaint, enquiry and making sure the customer feedback is recorded and forwarded for immediate attention to the concerned department (Sales, Service & Spare parts).
• To acquire relevant Customer Data from the database/concerned Sales & Service personnel.
• Compilation of the data on the standardized electronic forms and formats.
• Assisting in the process improvement activity at the branch level.
• Reporting of the Satisfaction Survey results and translating the weak points into action plans.
• Follow up and administration in the Area of Leads Management of GM CRM program
• Handling all marketing issues, planning, and implementing for CRM Dpt.

Education

Bachelor's degree, Management Information System
  • at AUL University
  • July 2005

Specialties & Skills

Cross functional Coordination
Plan Implementation
Leading Cross Functional Teams
Plan Execution
Business Process Design
Microsoft Excel, Word, PowerPoint

Languages

Arabic
Expert
English
Expert
English
Expert

Memberships

Omar A. Balubaid
  • Leisure & Sports Committee
  • January 2010
Omar A. Balubaid
  • Change Management Committee
  • January 2011
Omar A. Balubaid
  • Operational Committee
  • January 2010

Training and Certifications

Performance Management (Training)
Training Institute:
Kafa2at
Date Attended:
June 2013
Duration:
24 hours
CRM Project's Excellence Award (Certificate)
Date Attended:
April 2014
Valid Until:
January 9999
The CRM Excellence Guide - Top 5 Achievers - General Motors (Certificate)
Date Attended:
May 2007
Valid Until:
May 2007