Senior General Manager – Guest Care Center Div.
AbdulLatif Jameel Co.
Total years of experience :27 years, 7 Months
Prepare & implement a clear customer experience strategy definition, aligned with company’s guidelines and procedures, organized, segmented, risk evaluated, and executing in a way that contributes to business profits and the consistency provision of promised value.
Prepare action plans for the GCC team based on studies and data collection activities undertaken by the individual GCC teams with an objective of improving guest delight scores
Analyze company systems and processes and link GCC tools and systems with them to facilitate filtration of Guest strategies and collection of Guest related information
Develop mechanisms and tools to continuously report Guest feedback on products, services, systems and processes to the management and businesses for them to adjust their offerings accordingly and ensure zero guest inconvenience
Undertake initiatives on developing and implementing an automated Guest relationship management (CRM) tool that will enable ALJ to follow international and TMC best practices on Guest Engagement the internal metrics that compares internal scores with external ones
Leadership to measure various guest experiences and touch points by establishing a credible Guest Delight Index process (GDI), and Voice of the Guest process (VOG) that will produce guest facing accountability metrics
Responsible for CRM strategy. Focus on maximizing customer retention on both sales and after sales.
Lead the implementation of the new system (SAP - CRM) within ALJ. (Jan 15th, 2018).
Lead the implementation & execution of Qualtricks platform, which enabled us to introduce new channel for NPS survey (through SMS), and “closed loop” approach for VOC
Set social media strategy that takes the main marketing strategy and the business teams objectives into account, and lead the execution of this strategy.
Lead the Integration of E-commerce with a call center solutions.
Management of department CRM & Guest Intelligence, which is responsible for (centralized) customer database shared with retailers, data management and quality, customer intelligence, market research, customer satisfaction surveys, and customer life cycle communications programs.
Lead the implementation of the new system (Siebel-ORACLE CRM) within ALJ.
Formulates, directs, and coordinates all research and development programs.
Makes recommendations for the improvement and cost reduction of existing processes.
• Set the policies & procedures to ensure the proper implementation of the warranty job in all ALJ centers & dealers, as per TMC standards.
• Controlled warranty claims and analysis to minimize warranty cost and to provide clear picture to management on parts failures and costs.
•Managing the Support Engineers staff .
•Ensure the smoth operation of the Help Desk procedures & system.
•Set a suitable trainings for the support staff.
•Planning to improve the Help desk system, and gaining the customer satisfaction by improving the performance of the support staff to the best
Technical analysis and trouble shooting of network, servers, Routers, Switches & Hubs, hosts, and other IT infrastructure.
Research ways and means to improve existing production systems.
Associate in Implementation of new Exchange servers and hardware products in most of Abdul Latif Jameel centers.
•Analyze the area of automation for the company’s business applications and design an automated module
I graduated from a college of Engineering, specialized in Computer Engineering after 5 years studing.