Business Unit Director - Consumer Services
Kaizen Asset Management Services
مجموع سنوات الخبرة :15 years, 5 أشهر
• Developed and executed comprehensive business strategies, achieving consistent revenue growth.Aligned business units with company goals and identified market trends to stay competitive.
Team Management: Led cross-functional teams, enhancing collaboration and productivity, and set performance objectives, resulting in increased team productivity and professional development.
• I have managed budgets and financial plans, optimizing resource allocation. Monitored financial performance, identifying cost-saving opportunities and revenue growth strategies.
Client and Stakeholder Relations: Built strong client relationships, addressing concerns and ensuring satisfaction. I collaborated with partners and external organizations to expand business opportunities.
• Oversaw consumer service development, improving customer satisfaction. Drove innovation and improvements based on customer feedback and industry trends—market Research and Analysis: Conducted market and competitive analysis, identifying growth opportunities.
We utilized data-driven insights to inform decision-making and increase market share.
• Implemented risk mitigation strategies and ensured compliance with regulations. Performance Metrics and Reporting: Defined KPIs and established reporting mechanisms for tracking progress.
Presented reports to senior management and stakeholders, highlighting achievements.
Continuous Improvement: Fostered a culture of continuous improvement, streamlining processes and optimizing resources.
• Led all aspects of Revenue operations resulting in 342 million in additional revenue.
• Grew the client portfolio by 230%, increasing it from 3, 000 to 10, 000.
• Improved the conversion ratio by 150% through effective sales funnel management & strategic customer acquisition techniques.
• Spearheaded the transition of the sales process to e-commerce & built the CRM department. This strategic shift led to a significant increase in traffic and sales trends, with a remarkable growth of 115%.
• Established & executed the retail strategy. Opened 13 profitable branches across the UAE within 12 months. Built & implemented influencer & guerrilla marketing strategies, resulting in a consistent 10% monthly sales growth.
• Managed a portfolio of 10, 000 clients & reduced attrition by 52%. Improved Client Lifetime Duration (LTD) by 34%.
• Recruited & managed a diverse revenue operations team of various senior & line managers, assistant managers, supervisors, & 250+ skilled staff across the department's divisions.
• Accelerated the sales cycle by 200% by esigning & implementing a strategy for training & development.
• Successfully drove company growth by achieving a 13% improvement in monthly averages and a remarkable 94% client satisfaction rate through effective customer experience strategies.
• Streamlining the visa-issuing process, I reduced the processing time from 30 to 6 days.
• As a business manager & primary liaison with Business Analysts, Data Analysts, & Programmers, I participated in improving tens of ERP workflows.
• Metrics Mastery: Customer Satisfaction (CSAT) score of 96% and a Net Promoter Score (NPS) of 94%. First Contact Resolution (FCR) rate of 91% and Average Handling Time (AHT) of 5 minutes. Average Speed of Answer (ASA) of 6 seconds, and minimized abandoned call rate to just 4% out of thousands of calls daily. An initial and non-initial response ratio of 96% on chat support.
• Consistently achieved and surpassed sales targets, earning recognition as a top producer.
• Expanded Fidelity's reach geographically and demographically, increasing market share.
• Utilized data-driven decision-making and industry best practices to drive sales and improve processes.
• Recruited, coached, and led a team of unit managers and sales consultants, achieving consistent growth.
• Managed retail B2C and corporate B2B sales operations, substantially exceeding sales targets. Achieved impressive results by selling over 650 residential units and securing contracts for three significant commercial projects."
• Demonstrated excellence in key account management, negotiating and finalizing agreements with engineers and subcontracting companies
• Managed the CRM team, participated in marketing campaigns, and ensured accurate reporting
• Effectively managed real estate activities for both commercial and residential properties, demonstrating strong self-management and public relations skills.
• Provided financial consultation to clients, guiding them through housing loan procedures and ensuring cost-effectiveness.
• I excelled in analyzing mortgages to ensure cost-effectiveness for clients. This involves proactively engaging with lenders, such as banks, to secure
construction loans when necessary. Additionally, I effectively communicate sales targets to stakeholders, providing clarity and guidance to achieve desired outcomes.
• Led a team that successfully spearheaded the expansion of the company's retail sales operations across Lebanon and Iraq Kurdistan, achieving and maintaining the top rank amongst nine competitors for four consecutive years.
• Effectively recruited and trained a dynamic team, fostering a high-performance culture. This resulted in a highly efficient retail operation that consistently met and surpassed the company's strategic objectives.
• Supervised and successfully executed the launch of three new branches in Iraq, showcasing strong expertise in personnel management and operational logistics, thereby contributing to the company's growth and footprint.
• Leveraged comprehensive reports, feasibility studies, and market research to provide data-driven insights, significantly informing strategic decision-making
and fostering sustained retail growth.
• Implemented efficient follow-up mechanisms, ensuring prompt resolution of customer issues and enhancing customer satisfaction. This strategic initiative
further strengthened customer loyalty and reinforced our reputation for excellent customer service.
• Implemented advanced stock management strategies that ensured optimal inventory levels, significantly reducing costs and maximizing sales opportunities. This led to an increase in operational efficiency and profitability.
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