CUSTOMER SERVICE AREA MANGER
Alshaya Group
مجموع سنوات الخبرة :4 years, 4 أشهر
Market Research & Competitive Analysis: Conducted two consecutive MENA competitive studies, delivering in depth competitive analysis and identifying trends, evaluating sales performance and analyzing operational methods.
Survey Design & Voice of customer insights: Specialized in survey design, crafting surveys and discussion guides finely tuned to meet the unique objectives of both the company and individual brands. This included the regular design and review of Voice of Customer (VoC) surveys to gather invaluable feedback, and generating brand reports Facilitation, Training & Project Management: Moderating focus groups with customers to extract in-depth insights. Conducted comprehensive briefing and training sessions for team members, ensuring their thorough understanding of project methodologies and questionnaires. Managing all tasks associated with research projects, skillfully delegating responsibilities among team members to streamline workflow and optimize project outcomes. Data Analytics: Utilize data analytics tools and software to collect, analyze, and interpret data. Present findings and insights to stakeholders in a clear and actionable manner.
Played a pivotal role in ensuring the quality and effectiveness of our mystery shopping programs. This involved the evaluation and coaching of Mystery Shoppers, guiding them towards providing valuable insights. I meticulously prepared monthly schedules for visits, fostering timely and efficient communication with the relevant Mystery Shoppers. Managing the fieldwork of these Mystery Shoppers was a core responsibility, overseeing their activities to maintain the integrity of our evaluations. Additionally, I established a two-way feedback loop with brand teams, facilitating constant improvement in performance. My role also entailed the preparation of comprehensive mystery shopping Closure Reports for brand management reviews. Beyond the desk, I embarked on frequent business trips to Jordan, Lebanon, and Egypt to oversee Mystery Shopper recruitment, orientation, and training, ensuring a consistent and high-quality program across regions. Moreover, I conducted customer service observation visits at various Alshaya stores in different regions, further enhancing our commitment to excellence in service quality.