Management Consultant - Strategic Projects
Bensouda Consulting
Total years of experience :7 years, 4 Months
Bensouda Consulting is a top Management Consulting and Training and Development firm with more than 8 years of experience in delivering the most outstanding programs to improve Service Delivery and Customer Service.
Client: National Bank of Abu Dhabi - Reporting to Head of Group Talent and Head of NBAD Academy
• Project Management and Implementation of “Bring your Heart to Work” - the first NBAD Customer Centricity
program delivered to over 5, 000 employees;
• Project Management & Implementation of customer centricity program at NBAD Oman & Egypt;
• Design of NBAD onboarding program as well as of the “Striker Program” (Customer Centricity Experiential
Program for front line staff).
Client: Commercial Bank International - Reporting to CBI CEO and Top Management team
• Consultation and Project Management of CBI top 50 leaders ‘off-site - change management initiative;
• Design and Kick-off of the consulting project “Building a High Performance Organization” - Customer Journey
Mapping, Processes reengineering, Employee Engagement initiatives and Building a Social CEO/Communication Plan.
Client: Emirates NBD
• Carry out a root cause analysis customer experience complaints at the branches;
• Design of a 12-month customer experience initiatives at ENBD branches;
• Monitor results via customer service surveys/interviews, mystery shopping, increase in sales
Client: Commercial Bank of Dubai - Reporting to Head of HR
• Design and Deliver CBD values cascading workshops - embedding organizational values
• Design and Implementation of CBD Employee Engagement Initiative for 4, 000 employees.
Client: Al Ain Zoo
• Analysis of Al Ain zoo current customer experience through customer interviews/feedback, mystery shoppers, employees’ feedback.
• Mapping a new customer experience for Al Ain zoo customers
• Design a customer service training program for 300 Tour Guides to deliver an extraordinary
customer
experience and service
Other Projects:
• Damas - Design of a new Grooming Style Manual
Reporting to CEO
• Strategy on group multiple revenue streams;
• Design and deliver a front line staff customer service program;
• Customer experience mapping to enhance customer service and ROI;
• Market repositioning and rebranding for the Group of Hotels;
• Setting up a Marketing and PR department.
Main achievement:
Step Into Health by Aspire - I have designed and set up the very first governmental health promotion program in Qatar - from concept creation to implementation.
Managed Projects
• The Venue female fitness center customer experience mapping
• High Altitude Room - ASPETAR
• Chantara male Spa - AL SADD GYM Business Development
• Technogym business plan and acquisition
• Gym Refurbishment - ASPIRE ACADEMY
• Develop plans, goals, strategies and SOPs for the BD and
Marketing Department;
• Lead organizational development initiatives by identifying & strengthening areas of potential growth;
• Design governmental sporting and health programs such as Step Into Health by Aspire, Park Fitness
Activities by
Aspire;
• Develop & maintain QISS network of clients.
Marketing
• Build a Marketing and Media Strategy;
• Project Manage the creative process of Website, microsites and Corporate collaterals creation
• Build the online social media strategy
• Manage the marketing department budget
Took part in the following events: Aspire4Sport - Doha (Nov 2012); IHRSA - Las Vegas (March 2013); FIBO - Cologne (April 2013); STADIA ARENA - Istanbul (May 2013)
Main Achievement: ''
Planning of a special yachting event in Qatar, closed with the 100% sale of the exposed yachts. This event catered to VIP &VVIP clients only.
Reporting to GM
• Organizing special promotion events in the GCC to offer our VIP client an extraordinary customer
experience with ART MARINE
• Leading client meetings
• Generate weekly/monthly sales reports to be presented to GM and CEO
Managed the following events: Dubai International Boat Show 2010, 2011& 2012; Qatar and Bahrain boat Show 2011&2012; F1 Abu Dhabi 2011; Emirates Palace Marina ART MARINE Yachting event 2012
Business Development Manager " Saber Global" Dubai Studio City Oct 2009 - May 2010
Responsibilities
• Develop new business relationships, generate and negotiate new income for Saber
Global
• Present Saber Global to potential clients through direct communication in face to face meetings, telephone calls and emails
• Manage the sales process from the generation of the new business through negotiation till closing.
• Maintain and Manage client database
Managed projects: • Organization of the World Cup tent at Khalifa Tennis Stadium (Qatar);
• Opening Ceremony of the Ferrari World (Abu Dhabi)
• Asian Football Cup (Qatar)
• Historic Event Bahrain - Exchange of the "Ajrab" sword between Saudi King Abdulla Bin Abdulaziz and
Bahraini King Hamad bin Issa Al Khalifa
Producer for "THE FRAME" Dubai Studio City - Dubai Mar - Jun 2009
Responsibilities
• Contacting and meeting outside actors, agents and staff needed for the running project regarding dates, contracts and expectations.
• Location scouting, making sure everything needed is there and according to deal,
forecasting any possible issue.
• Planning, organizing and arranging the movement of cast, crew, and equipment to filming locations.
• Communicating on almost a hourly basis with director, staff and agents to ensure
everything is prepared for filming
• Responding to problems and issues before and during the filming of the project and anticipating and solving any issues with regards to anything involved in the production
process.
• Keep everyone informed of any changes affecting the production.
• Ensure that the film is completed on schedule with regards to production and post- production
Skills gained • Thinking ahead and be highly organised
• Be diplomatic and be always in control
• Deep understanding of the production and post production process
Business Planner for ESPN CLASSIC (Walt Disney) Chiswick Park London February 2008
Responsibilities • Scheduling for ESPN Classic Italy
• Assisting promos and programmes production
• Deal with the Italian office and Sky Italia
• Analysing promo and programme plans
• Cooperating and assisting promo producers in editing, audio and subversion.
• Giving ideas for the creation of new promos and filler materials
• Finding new strategies in order to raise the channel's ratings
• Cooperating with sales department
• Supporting Marketing with new ideas
Scheduler for Discovery Network Europe Chiswick Park London Nov 2006 - Jan 2008
Responsibilities • Scheduling Science Italy
• Scheduling Discovery Iberia - new launch.
• Deal with the Italian, Spanish and Portuguese offices.
• Attend meeting and giving ideas for the launch of the new feed (Iberia)
• Understand and interpret ratings data and utilise this in promotion planning
• Cooperate and assist promo producers in editing, audio and subversion.
Skills gained • Meet tight deadlines and dealing with unpredictable problems.
• Increase communication skills in dealing with other departments
Imperial College University - London 2008-2009 MASTER Science Communication (MSC) Main Subjects Science Communication, organization of effective events and live media Industry events, researching methods, event management, conference management, effective writing
The University of Westminster, School of Social Sciences, Humanities and 2005-2006