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Ahmad Salloum, Deputy GM, Customer Relationship Management

Ahmad Salloum

Deputy GM, Customer Relationship Management·Al Sayer Group Holding - مجموعة الساير القابضة

Kuwait

Master's degree, MBA, Strategic Management

Work experience

Total years of experience: 27 years, 1 months

Deputy GM, Customer Relationship Management

January 2021 - Present

Al Sayer Group Holding - مجموعة الساير القابضة

Al Kuwait, Kuwait

January 2021 - Present

• Lead group-wide CRM, CX, and customer communication strategy to enhance customer experience and engagement.
• Oversee omnichannel customer interactions across digital and traditional platforms.
• Manage VOC insights, surveys, and customer analytics to drive cross-functional improvements.
• Direct customer loyalty strategy through the Hayyak Loyalty Program, strengthening retention and customer value.
• Improve communication workflows and lead generation through process optimisation and digital enhancements.
• Contributed to improved customer satisfaction, stronger omnichannel engagement, and enhanced retention through data-informed decision-making and optimized communication workflows.
Company industry:
Automotive Dealership & Distributor
Job role:
Marketing and PR

Freelance Nutritionist & PT

June 2023 - December 2023

Flare Fitness - Macro (trymacro)

Al Kuwait, Kuwait

June 2023 - December 2023

Company industry:
Other Healthcare Services
Job role:
Medical, Healthcare, and Nursing

Senior Manager, Customer Relationship Management

May 2016 - December 2020

Al Sayer Group Holding - مجموعة الساير القابضة

Al Kuwait, Kuwait

May 2016 - December 2020

Managing & directing all CRM & Contact Center activities via automated & integrated Multi-Channel Communications (Voice, Email, SMS, Web-Chat, Web-Forms) including:
- Inbound Operations
- Outbound Operations (Telemarketing & Telesales)
- Customer Database Management
- Customer Loyalty Management
- Customer Surveys (Customer Experience & Market Research)
Company industry:
Automotive Dealership & Distributor
Job role:
Management

Manager - Group Customer Service

May 2015 - April 2016

M. H. Alshaya Co.

Al Kuwait, Kuwait

May 2015 - April 2016

Managing and directing all activities related to systems, processes, and support services in Group Customer Service & Contact Center department, including MIS (Management Information System), Staff Productivity, in addition to establishing full knowledge base system that provides knowledge support to all units, brands & stores
Company industry:
Retail & Wholesale
Job role:
Management

Manager, Call Center & Customer Care Services (Corporate & Residential)

September 2014 - May 2015

Qualitynet

Al Kuwait, Kuwait

September 2014 - May 2015

Managing & directing all customer care services for both corporate & residential customers, including:

Service Management Center (Corporate Services Support)

Call Center (Residential Services)
Technical Support (Helpdesk, Field Support & Supplier Management)

Customer Relations (POS, Complaints Management, Retention, Customers' Feedback Surveys)
Service Delivery and Installation


Quality Control (Quality Management)
Company industry:
Telecommunications
Job role:
Management

Manager, Call Center & Customer Care Services (Residential Services)

December 2011 - September 2014

Qualitynet ISP

Al Kuwait, Kuwait

December 2011 - September 2014

Managing & directing customer service operations for residential customers, including Service Delivery and Service Support (Customer Care, Call Center, Helpdesk, Technical Support, Field Support, Supplier Management & Quality Management)
Company industry:
Telecommunications
Job role:
Management

Manager. Customer Relations

December 2009 - December 2011

Qualitynet ISP

Al Kuwait, Kuwait

December 2009 - December 2011

My role was to manage & direct all Customer relations activities including Churn Management, implementation & analysis of Customer’s Surveys/feedback, Handling customers’ complaints and to ensure customer satisfaction through continuous process development of all customer service operations.
Company industry:
Telecommunications
Job role:
Management

Quality Control Specialist

June 2009 - December 2009

VIVA Telecommunications

Al Kuwait, Kuwait

June 2009 - December 2009

Part of Performance management, engaged in the process of evaluating Customer Care/ Call Center staff through calls quality monitoring, staff coaching, and providing training courses on calls handling techniques.
Company industry:
Telecommunications
Job role:
Quality Control

Supervisor, Call Center (Quality Control)

November 2006 - May 2009

Qualitynet

Kuwait

November 2006 - May 2009

I've been assigned to design & develop all processes, procedures & activities related to Call Center Quality Control based on call center's best practices
Company industry:
Telecommunications
Job role:
Quality Control

Supervisor, Call Center & Technical Support

June 1999 - October 2006

Qualitynet

Kuwait

June 1999 - October 2006

Organizing and directing the daily activities concerned to the Call Center’s operations including Technical Support & Field Support. The main responsibility was to manage, train, and guide staff to execute their tasks. By resolving problems and complaints, I could support the team. Also to monitor agents' performance and calculate call center performance, and analyze reports, and prepare & develop schedules to control adequate staffing levels.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Education

Maastricht School of Management

April 2014

April 2014

Master's degree, MBA, Strategic Management

Netherlands

EXIN

August 2013

August 2013

Diploma, ITIL Foundation, IT Service Management

Netherlands

GPA (percentage): 85%

GPA (percentage): 85%

license #4829276.20186248

PMI

April 2013

April 2013

Diploma, Project Management Professional

United States

Certified PMP Project Management Professional PMP #1599863 Earned on: 15 Apr 2013 Expires: 14 Apr 2016

Arab Open University

July 2009

July 2009

Bachelor's degree, Bachelor of Science, Information Technology & Computing

Kuwait

Bachelor of Science, Information Technology & Computing.

New Horizon

August 1998

August 1998

Diploma, Computer Sceince

Kuwait

General Computer Sceince Diploma

Skills

Training
Expert
Training
Expert
Call Center
Expert
Call Center
Expert
IT Service Management
Expert
IT Service Management
Expert
Operations Management
Expert
Operations Management
Expert
Customer Service
Expert
Customer Service
Expert
MIS & Knowledge Management
Expert
MIS & Knowledge Management
Expert
IT Service Management
Expert
IT Service Management
Expert
Training & Consulting
Expert
Training & Consulting
Expert
Operations Managment
Expert
Operations Managment
Expert
Call Center/Contact Center
Expert
Call Center/Contact Center
Expert
Customer Service
Expert
Customer Service
Expert
CRM Customer Relationship Management
Expert
CRM Customer Relationship Management
Expert
Training
Expert
Training
Expert
Call Center
Expert
Call Center
Expert
Operations Management
Expert
Operations Management
Expert

Languages

English

Expert

Arabic

Expert

Training and Certifications

Certifications
Certified Elite Trainer
Jan 2021
ITIL Foundation, IT Service Management
Aug 2013
PMP, Professional Project Management #1599863
Apr 2013 - Apr 2016