عبد الرحمن Khalidi

Setting up the Company Business Operations, Technology & Products Divisions from conceptual stage to being a growth driver from scratch to a revenue of SAR 6.4 Mill in 2 years.

Developed key SAAS product vision and plan in Telecom and Retail sector earning a major portion of recurring revenue.

Established a hybrid model of Product development, Service Delivery and operations that maximized and optimized the company revenue during the growth phase while ensuring quality to the clients.

Setup and structured Business process initiatives, audits, management system implementations, enhancements and developments as well as developing KPI’s for all the departments while ensuring compliance to the Business plan.

Mentored & Guided the Company through a rapid growth and change phase in a complex ecosystem.

Conceptualized and Set up Cipher Solutions as a brand known for delivering Quality Software Solutions

Developed key relationships with strategic customers and technology partners to cater to market requirements

Act as a vital focal point for the company to support Internal Change management.

Lead Client digital Change management initiatives including chalking up customized implementation strategies as well as assessments of proposed changes to the customers operational environments while meeting contractual, legal and profitability obligations.

Lead all the stakeholders including the service delivery teams for any variations or deviations from the proposed solutions which include modification, removal of scope, IT infrastructure, applications, processes, relationships, documentation, and all other elements such as scope and financial negotiations which affect the delivery of service to the clients internal or external customers.

Ensure Client satisfaction and adherence to agreed objectives and service level agreements

Setting up key metrics, reporting calendars, performance indicators and trend analyzers internally to effectively manage change, exceptions and performance of both the resources and the company.

Applying continuous improvement, initiating, developing and endorsing alterations to processes and procedures while ensuring problem resolution and minimal recurrence of issues keeping an eye on increased profitability and Enhanced service delivery.

Own the customer experience from Pre sales to onboarding to ongoing support

Build pricing strategies, tools and processes to efficiently support departments, partners & ensure revenue assurance

Gain an understanding of the client’s key requirements and market strategy and communicate the same to internal teams, vendors, suppliers and the client’s teams.

Companywide program management of Digital incubations and implementations.

Keep abreast of the emerging trends in the global market and how they can be implemented in the local market

Key Accomplishments:
• Successfully lead the online digital transformation with complete control over branding, design, content management and information architecture in coordination with the development & management team
• Contributed to increase in revenue from SAR 980 Mill FY 2016 - 17 to an expected revenue of SAR 1.98 Bill FY 2017 - 18 by launching more Zain Telecom stores and other initiatives with Zain as well as other mobile operators in the MENA region
• Developed the Telsmart OP concept for a fully automated Self Service Telecom point of sale from Idea stage to Pilot stage independently designing, prototyping, benchmarking and procuring the hardware as well as conceptualizing, structuring, developing, testing and integrating the hardware with the software as well as with the telecom operators.
• Program ownership and support in development of 2 B2B brands such as SuperOffice and SuperIT and 1 consumer brand SuperBox from conceptualization, setup, productization, budgeting, forecasting, recruitment, legal, sales and operational support as well as quality management
• Promoted from Head of E Commerce Operations to Director, Operations within 3 months of joining the organization

Key Responsibilities:
• Accountable for implementing strategic direction for the company as envisioned by the management, devising methods to enhance business performance and providing direction to all departments, including Sales, Marketing, Procurement, logistics, Distribution, HR, and IT for enhancements & transformations
• Collaborating with management for process improvement initiatives, system implementations, enhancements and developments as well as developing KPI’s for all the departments and ensuring that they are met
• Companywide program management of Digital and technology based incubations and implementing enabling technologies, including CRM to sales teams & monitoring sales organizations compliance for maintaining CRM data
• Work closely with sales management to optimize effectiveness of the company’s technology investments
• Coordinate with business development teams to effectively present callem as a digital sales partner to regional telecom partners and backing them to close deals, applying for Tenders and coordinating with legal teams

Key Accomplishments:
 Successfully managed & executed a Reconciliation project between Finance & Commercial to reconcile receivables, leading to a recovery of SAR 30 Mill as well as 30% increase in incoming regular cash flows.
 Detected and eliminated shrinkage, staff fraud as well as creating a saving of SAR 1.5 Mill by enhancing and streamlining retail cash collection operations
 Spearheaded formulation of Credit and Issue resolution policies for finance
 Ensured heightened customer experience at GO Telecom through excellent customer service initiatives as instant refund and automated refunds
 Efficiently managed a high profile product launch within 3 weeks of joining the organization.
 Played a key role in formulating the retail sales plan for the year 2010 during the probation in the organization.
 Significant contribution in integration of CRM, POS and ERP in the organization, which resulted in saving of SAR 2.8 Mill in Shrinkage and staff fraud.
 Initiated and led the overhauling of the activation portals and selling processes in order to enhance selling time, optimize stock replenishment and improve customer experience.
 Reviewed and changed the POS outlook and theme company wide that led to an instant increase in footfall by 23% which led to an increase in 10% sales.
 Promoted to the position of Head of Consumer Sales Operations within a year of joining the organization.

Key Responsibilities:
 Coordinating with CCO / CFO for setting up the strategic direction for the Kingdom and adopting business & growth objectives in the Country as per the board’s vision.
 Completely responsible for operation of 32 retail POS and 82 dealer POS
 Formulating, implementing and monitoring retails sales and B2B collection plans, sales and operating budgets as per organizational objectives & strategies.
 Providing suggestions for continuous improvements to the retail sales policies, procedures and processes, ensuring consistency, efficiency and improved service quality at all times.
 Managing end-to-end implementation of all new retail outlets in the Kingdom including the review process of retail products, systems and consumables.
 Negotiating, forming and executing the required terms & conditions, financial aspects and contractual agreements such as License agreement, Franchise agreement, Tenancy agreement and resellers’ agreement with third parties.
 Preparing, providing country wide reports to CXOs with regards to sales, inventory and other deliverables as required.
 Conducting extensive market research to identify possibilities for introducing new concepts, existing concept penetration and expansion opportunities.
 Preparing resellers commissions, sales and collection incentive structures in order to maximize the productivity and increase operational efficiency
 Ensuring that the required staffing and staff training levels are maintained as well as training Area Managers for resource optimization and process improvement including resolution management
 Establishing and developing healthy business relationship with all internal stakeholders, resellers and suppliers
 Maximizing customer satisfaction through prompt resolution of queries and qualitative service delivery

Key Accomplishments:
 Led an effort within 2 months of joining IKEA to enhance efficiencies in the annual inventory count achieving a record high on the Inventory evaluation and analysis as well as reducing the actual counting time
 Initiated and implemented system based ordering system, resulting in better stock availability as well as less manual efforts in forecasting and stock ordering
 Efficiently led a campaign to convert the regional distribution center to external WH

Key Responsibilities:
 Oversaw daily ordering and the container scheduling tuned to sales priorities and stock shortages, ensuring adherence to daily stock integrity procedures
 Managed budget cash flow requirements for the department and ensure conformance
 Coordinated with Regional Sales Support for all supply related issues like PCD changes, lead time deviations per supplier, etc.
 Monitored staff attendance, evaluated their performance, conducted performance reviews & appraisals, ensuring career development in the organization
 Participated in one-to-one meetings with all staff and developed annual training plan
 Organized the daily and annual physical inventory count
 Reviewed & updated business procedures to enhance efficiency and prepared departmental operational manuals
 Provided inputs for forecasting sales & selling price for upcoming business year according to set sales budgets and annual commercial calendar.

Key Accomplishments:
 Successfully managed a disaster type situation in absence of Customer Service Manager during the store opening.
 Conceptualized and designed KIKA Customer Service Manual which was adopted by the group
 Led the merchandising efforts during the store openings in Dhahran (25k Sqm) and Riyadh (28k Sqm).
 Promoted to Operations Manager from Merchandising Manager within one year of joining the organization.

Key Responsibilities
 Functioned as an in-charge of 25, 000 Sqm of retail selling space in absence of Store GM, Directly in chargeof 2 warehouses, customer service department and the central cash office.
 Supported implementation of process improvement initiatives, made changes in store process materials and updated store standards & procedures manuals.
 Set up cost effective and practical operational procedures
 Implemented & monitored the effectiveness of store ambiance and presentation standards including planning & managing resources for new initiatives, promotional activities and special events.

 Efficiently coordinated operations of all International projects (New and Revamp stores) from conception till the completion within assigned time.
 Identified opportunities to reduce costs through design changes, supplier contracts and tendering.
 Guided, trained & motivated team members and ensured that the team and all equipments adhere to high levels of merchandising specifications, legal and health & safety standards.
 Involved in crises management of store merchandising
 Liaised with Program Manager / client to identify opportunities of cost reduction through design changes, supplier contracts and tendering.

Responsible & accountable for complete shop floor operations and leadership in problem solving of store and staff.

Responsible for implementing Health and safety regulations and company policies with regards to staff and Store.

Checking that the there is a minimum of Gaps to ensure maximum shelf availability of Stock. Especially on the Top 100 Selling lines.

Recruit, Hire, Train, motivate and schedule staff.

Ensure that staff maintains high levels of customer sales and service.

Develop and implement Operational Plan, to include monthly sales targets, marketing, promotions, staffing, keep track of P&L accounts, Staff Costs and Budgeting.

Managing a team of up to 16 through effective performance management, ensuring targeted store sales, shrinkage and controlling payroll budget.