Fouzi Charkaoui

Smoke-Free Advocacy: Played a key role in promoting Philip Morris’ smoke-free vision, educating customers about IQOS alternatives, and contributing to a healthier future.

Represented IQOS at major events across Bahrain, showcasing the brand's smoke-free products, engaging with diverse audiences, and increasing brand visibility through exceptional customer interactions and lead generation.

Strategic Partnerships: Proactively identified and proposed partnerships with local liquor stores to enhance brand visibility and reach new customer segments.

Reporting to consumer experience lead

Played a key role in enhancing IQOS visibility at some of the largest parties and hotel events in Bahrain.

Customer Engagement: Conducted guided device trials, ensuring customer understanding and satisfaction while enhancing product adoption.

Retailer Development: Provided in-depth training for retailers and resellers, focusing on upselling techniques, customer-centric sales, and maximizing product visibility, including cross-selling accessories.

After-Sales Support - Managing customer requests for replacements, ensuring quick resolution of device issues, and maintaining client satisfaction.

Market Competitor Analysis: Actively tracked competitor activities to keep IQOS at the forefront of innovation, tailoring strategies to maintain a competitive edge.

We monitor and track fast-moving stock to ensure availability, adjusting inventory levels based on sales trends to prevent stockouts and maintain smooth operations.

✓ Represented the Dior brand with a focus on professionalism, luxury, and
alignment with its legacy and values
✓ Monitor KPIs to drive sales and enhance store performance
✓ Proactive Problem Solving: Anticipating customer needs and addressing potential
issues before they arise
✓ Conflict Resolution: Addressing customer concerns with grace and
professionalism, safeguarding the brand s reputation
✓ Product Knowledge: Deep understanding of Diors product range, including
makeup, skincare, and fragrances
✓ Training and Development: Ability to train staff on product knowledge and sales
techniques Cross
Selling & Upselling to enhance team performance and revenue
✓ Perfume Expertise: Delivered expert consultations, utilizing in-depth knowledge to
match customers with ideal fragrances
Personalized Consultations: Providing tailored recommendations that enhance the
luxury shopping experience
✓ Market Awareness: Understanding the luxury beauty market and consumer trends
to position Dior effectively
✓ Collaborative Excellence: Worked closely with team members and stakeholders to
maintain consistency in client service and brand representation
✓ Attention to Detail: Ensuring every customer interaction reflects the highest
standards of luxury service
✓ Makeup Expertise: Provided expert advice on makeup products, assisting
customers in selecting shades and products that best suited their needs and
preferences
✓ Guided clients through personalized olfactory journeys to find their signature
scent
✓ Collect data on customer behaviour, top sellers, and slow movers, which will serve
as key inputs for business reviews and help me monitor my stock effectively.
✓ Passion for Artistry: Demonstrating a genuine enthusiasm for beauty and artistry,
inspiring both customers and colleagues.
✓ Mentorship and Leadership: Guiding team members in delivering exceptional
service that embodies the brands luxury standards.
✓ Ensure the stock is effectively measured and controlled and manage order
placement activities

✓ As a VIP & Guest Experience Manager at Habara Hotel & Restaurant Management
W.L.L., I specialized in cultivating strong relationships with VIP clients, ensuring
personalized experiences that exceeded their expectations. Building rapport with
high-profile guests involved understanding their preferences, anticipating their
needs, and providing tailored services that fostered long-term loyalty.
✓ One of my key responsibilities was planning and executing exclusive events,
including high-profile gatherings featuring renowned musicians. This required
meticulous attention to detail, from coordinating logistics to managing vendor
relationships. I ensured that every aspect of the event was seamless, creating
memorable experiences that left a lasting impression on our guests.
✓ In addition to event planning, I effectively managed schedules for security,
waitstaff, cleaners, and kitchen teams. This coordination was crucial in
maintaining efficient operations and ensuring prompt responses to client needs,
particularly during busy events. I prioritized communication among teams to
address any issues swiftly, allowing us to adapt to the dynamic nature of
hospitality.
✓ Handling challenging situations was a significant part of my role. I developed
strong crisis management skills, particularly when dealing with clients who were
out of control. Utilizing emotional intelligence and deescalation techniques, I
addressed concerns with professionalism and empathy, ensuring that all guests
felt heard and valued. My approach not only resolved conflicts but also reinforced
our brands reputation for excellence in service.
✓ Through these experiences, I honed my ability to create exceptional guest
experiences while managing the complexities of high-stakes events and client

interactions. My commitment to excellence and dedication to building lasting
relationships

✓ Career Progression: Began as an Artist & Commercial Designer, after completing a
three month intensive training program in Dubai, I played a key role in the
successful opening of the Bahrain store. Promoted to Assistant Store Manager
through the Alshaya Growing With Us program Award achieved Jo Malone Stylist of the for two consecutive years
(2015 and 2016) based on KPI commitment and self-development. reflecting my
exceptional sales performance and customer service expertise
✓ Market Penetration Strategies: Connected Jo Malone with luxury hotels like Sofitel
and Four Seasons, ensuring our products were elegantly placed in high-end rooms.
This collaboration boosted guest experiences, enhanced brand visibility, and
increased sales by 28% yearly.

✓ Daily Product Refresh and Team Training: Conduct daily refresh sessions to share
the story, inspiration, and ingredients of each Jo Malone product with the team.
Implement weekly quizzes to ensure every team member can deliver the full Jo
Malone experience to clients. Focus on exceeding KPIs by providing exceptional
customer service, including complimentary hand and arm massage services for
clients
✓ Manage weekly, monthly... operations with strict deadlines using checklists to
ensure compliance with company policies and procedures while optimizing
efficiency. Successfully led the store to achieve a
93% score during audit visits, reflecting a strong commitment to operational
excellence
Driving KPIs: track key indicators to measure team
success
✓ Performance Evaluation: Regularly assess and provide
✓ Conflict Address resolve conflicts within the team and solve
client problems to maintain a positive work environment
✓ Oversee inventory control processes, including stock replenishment, loss
prevention maintain optimal levels
✓ Decision Making: Make that positively impact team dynamics
and performance

Excellent verbal and written communication skills for effective interaction with customers, staff, and upper management

Weekly audit the store administration and resolve discrepancies if any

Apply creative techniques to achieve-exceed the store sales target
Luxury Brand Management: Oversaw daily operations, ensuring the prestige and exclusivity of these luxury brands were consistently upheld

Prepare staff schedule based on budgeted hours and/ or visitors' traffic, daily sales targets, events, operational needs (including shipments, stock count, sale, etc.) as well as ensure the effective communication of sales plans and set daily and hourly targets to the Shop/Department team
Monitor the shop hourly revenue and prepare staff schedule accordingly in order to ensure that the Shop is effectively matched to operational requirements in a cost effective manner


Working Under Stress: Skills to maintain composure and productivity in high-pressure situations.

After-Sales Strategy: Implemented tailored after-sales services to strengthen customer relationships and build brand loyalty.

Competitor Market Analysis: Conducted in-depth evaluations of competitor activities, refining sales strategies and identifying market opportunities.

Manage stock levels and make key decisions about stock control

Team Leadership & Training: Led, motivated, and rotated team members to achieve productivity and exceed KPIs, fostering a culture of excellence, ensure that the highest levels of customer service are delivered by the entire store team at all times.

Ensure all employee working on KPI, IPT, ATV, CONV for improving store target.

Delegating Tasks: Skills in assigning responsibilities effectively to optimize team performance.

Solve critical store operational problems including customers’ complaints to ensure operational effectiveness and to increase customers’ satisfaction

Multi-tasking: Proficiency in handling multiple responsibilities simultaneously without compromising quality.