Country Manager
Regus
مجموع سنوات الخبرة :18 years, 1 أشهر
Regus is a company specialized in providing flexible workplace solutions fully serviced.
Job Profile
•Conducting market research and recommending new office locations for operation/expansion.
•Marketing and selling all product lines, negotiating and closing deals with prospective clients, with over 80% of time dedicated to focused selling, and maintaining over 25% conversion and closing rates.
•Networking with local market brokerage firms/agents to promote channel sales.
•Creating and maintaining positive relationships with existing clients resulting in new business leads and maximizing opportunities for expansions and renewals to enhance revenue stream.
• Proactively generating new inquiries and ensuring high client retention rate in line with target.
• Collaborating with marketing department in planning marketing activities as well as:
Implementation and realisation of marketing plans in line with budget and time frame.
Adopting company initiatives for news products, offers and promotions.
• Creating a customer-friendly ambience in offices exclusively focused to customer reception, queries and satisfaction.
• Overseeing task assignments, workplace orientation, employees’ concerns, logistics, database support, etc. to ensure smooth work process; and also routine financial transactions.
• Spearheading business development operations by leading Branch Heads through communicating business goals and objectives, performance reviews and future direction, KPIs compliance levels; as well as by establishing standards of conduct, holding team members accountable, communicating company’s policies and performances on a regular basis; and by administering HRD functions like appraisals, trainings, recognition and compensation review.
• Providing feedback to the Regional General Manager on weekly results as well as opportunities and challenges facing the company and monthly business reviews delivered to the CEO.
• Conducting monthly analysis of turnover and profitability vs. targets and reporting to Board of Directors.
• Ensuring that all financial transactions are effectively managed including enforcement credit and collection policies, daily deposits, paying accounts, petty cash fund and processing security deposit refunds.
• Monitoring and analyzing all financial reports and implementing corrective action where required.
• Ensuring that stringent cost controls are in place reviewing/approving all purchases.
• Conducting forward forecasting to be aware of potential large move-outs during next 6 months which may result in budget shortfalls and initiating appropriate action.
Job Profile
• Led, directed and managed marketing and sales team by setting targets and action plans, providing market inputs, setting KPIs, holding review meetings, supporting implementation of strategies and plans, formulating incentives on sales and conducting market surveys - to sell all product lines, negotiate and close deals with high conversion rate.
• Developed and implemented effective and regular reporting system to monitor sales progress.
• Forecasted targets and operational budgets, enforced cost control measures, analyzed financial reports, identified areas of improvement, and communicated to team members the revised action plans.
• Oriented teams to deliver high standards of customer service at all levels and continuously monitored customer satisfaction levels by systematic feedback mechanism and interactions.
• Ensured that the team members are focused on their individual targets and monitored up to date documentation of all enquiries, proposals, reports and deliveries.
• Managed direct reports of functional heads like Sales Manager, Customer Service manager, HR Manager & ICT Manager; and was accountable for their deliveries and development.
• Responsible for all business and status communication up and down the hierarchy facilitating objective delivery of services at all levels.
• Explored opportunities for partnerships or joint ventures to enable IOC with the opportunity to establish presence beyond Kuwait.
Achievements
Launched a new website for the company (www.iocenters.com).
Introduced an automation system leading all phases of selection, review and implementation.
Motivated and geared up the sales team to achieve highest number of deals per year during 2010.
Increased the retention ratio of clients to 75% in 2010 from 69% in 2009.
• Proactively managed the renewals of in-house clients and drove service revenue through upselling and suggestive selling of variable services to new and existing clients.
• Developed and managed sales teams and supported in closing deals as well as handling enquiries and follow up with prospects.
• Reviewed the centre P&L with finance to understand the impact of business operations and charted action plan to improve revenue and profitability.
• Managed staffing resources across centres in order to minimize operational costs and maximize service levels.
• Monitored day to day operations, targets and achievements, business processes and guidelines and product promotion drives.
•Worked under direct supervision of EMEA Director of operations and sourcing and was responsible for opening new centres across Gulf, CAPEX compliance, project coordination, vendor development and supporting operations.
Performance Highlights
Opened Riyadh Centre in Saudi Arabia (204WS), Abu Dhabi Centre (237WS), Sharjah Centre(222WS), Bahrain Centre (148WS) and Jafza BCW 18 & 19 (86WS).
Provided operations support for Riyadh Centre including training the Ops Manager and the Customer Service Representatives.
Provided operation support for Algiers, recruited and trained Ops Manager and Customer Service Representatives.
Supported all centres in UAE, Bahrain, Saudi Arabia & Qatar in terms of guidance to reduce the outstanding amounts, and implementing Regus Quality & Standards.
•Worked under direct supervision of GM in supporting implementation of strategic plans, profitability enhancement drives customer service quality improvement and gearing up sales.
•Collaborated in prioritization of enquiries and sales; client addition, renewal and retention, manpower planning, recruitment, training and empowerment; and efficiency enhancement initiatives by review of performance, cost control and effective planning.
Performance Highlights
•Assisted in maintaining a client retention ratio of 85% during critical events and situations in and around Beirut.
• Instrumental in keeping the Centre open during War Time (July-August 2006), by setting up a new company that occupied 73WS (Occupancy was around 95%) and maintaining Regus standards all along that difficult period.
• Convinced clients of Regus’ capabilities of providing quality service irrespective of circumstances, especially with the Sit In taking place in Down Town Beirut, and ensured accessibility to the Centre to all the clients and their visitors.
Bachelor's degree in Hospitality management