Regional Service Manager & National customer relations manager
Juffali Industrial Products Company (JIPCO)
Total years of experience :13 years, 4 Months
Regional Service Manager - Western Region
Promoted from Service Products & Contracts Manager Promoted from Assistant Service Manager
Mercedes-Benz & FUSO Commercial Vehicles - Service Department
Managing the project to transfer the main Service Workshop from K-14 to Khumra in Jeddah, and managing 60 overheads, including 33 technicians with different competencies and levels and 27 admins in reception, salesmen and other administrative functions to serve 100s of important profiles for Mercedes Benz, FUSO, MCV, Freightliner brands fleets in the market as the general distributor in KSA, with over thousands units to service per year.
o Raising net profit of +21m SAR in 2022.
• Service Contracts Management:
o Raising net profit of +2.5m SAR in 2020. +1.8m SAR in 2021.
• Service Products Management:
o Raising traffic and upselling over 2m SAR of service packages in 2020 and 2021.
• CRM, Complaints, CSI & NPS Development and Management.
• Sales Skills and Products Training Programs (Developer and Trainer).
• Service KPI reports and Cloud reporting, Develop digitalizing Project.
• Employee of the Month: 3 months in a row (July - August - September)
• Nominated Mercedes-Benz Saudi Service Ambassador by Dubai MENA for 2020.
• Nominated Mercedes-Benz Saudi Service Ambassador by Dubai MENA for 2021.
• Top performing manager award for the year of 2020, 2021 and 2022.
Service Contracts Management:
Specialized in tailoring the fleet efficiency in operation and service for commercial vehicles trucks, buses and vans.
•Issue service contracts quotations for sales force and customers.
•Manage and train service advisors and active sales forces to tackle every opportunity in the market to sign new service contracts.
•Signed and managing over a 100 service contracts with major companies, several Aramco contractors, SAL, SANKYU, Earadat, Starlinks, SASCO, PASCO, SAPTCO and a profile with vast network and contacts of transportation companies and network of Mercedes-Benz and FUSO trucks customers.
•Raising net profit of +2.5m SAR in 2020. +1.8m SAR in 2021. +1.5m SAR YTD march’22.
Service Products Management:
•Creating a marketing campaign for several service products and packages.
•Manage and train service advisors and active sales forces to tackle every opportunity in the market to sell new service products and packages.
•Raising traffic and upselling over 2m SAR of service packages in 2020 and 2021.
CRM, CSI & NPS Development:
o Developed a new CRM project and create customers database for the first time in the company history.
o Developed a new CSI indexing and NPS measurement surveys, with live-time monitoring and monthly analysis reports by CRM agent.
• Sales Skills Training Program:
o Developed a new sales skills training program for service centers staff.
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o Training and coaching over 80 service staff in 7 centers around KSA.
o Developing an auditing process to assure program compliance and success.
• Service KPI reports and Cloud reporting:
o Developed a new reporting strategy that increased productivity and communication by huge percentage.
o Developed teamwork platforms to achieve project in minimal time frames and live-time reporting.
o Developed direct KPI reports to be live-time updated and overviewed by Sr. Mgmt.
• Employee of the Month: 3 months in a row (July - August - September)
• Nominated Mercedes-Benz Saudi Service Ambassador by Dubai MENA for 2020.
Nominated Mercedes-Benz Saudi Service Ambassador by Dubai MENA for 2021.
• Top performing manager for the year of 2020 and 2021.
EDDY Home & Electronics | Up to 30 retail stores around the kingdom.
• Managing customer in-store services:
o Improve store staff by multiple sales & CS skills training programs.
o Set service standards, processes and policies for store services.
o Develop systematic solutions for customer feedback in all EDDY stores.
o Improve the customer in-store experience, and analyze customers’ feedback and NPS, to set up improvement plans.
• Managing call center department:
o Create centralized service log/ticketing system, CRM development.
o Coach the staff on handling customers’ complaints and inquiries.
o Setting call center services standards, processes.
o Performance monitoring and development.
o Minimize problem-solving time and increase service efficiency.
• Managing customer service in digital channels:
o Managing customers’ complaints and inquiries in multiple social media channels.
o Managing the “Support” segment in EDDY E-commerce.
• Develop and monitoring logistics services performance:
o Development of delivery scheduling by stores report.
o Development of warehouse commitment report.
The authorized distributer of LG brand in Saudi Arabia, with over 50 branches around the kingdom.
• Managing marketing and sales training programs:
o Create training program master plans.
o Evaluating sales force performances.
o Conduct training sessions.
o Create and analyze improvement solutions.
o Measure progression and sales growth.
o Set rules and policies for sales processes and standards for retail display layout.
• Marketing and sales programs conducted:
o Sales Soft Skills training.
o Customer Satisfaction training.
o Needs Analysis training.
o Sales Consultancy training.
o Products demonstration training.
o Products USP training.
• Additional Tasks:
o Developed a new training center and initiated testing facility.
o Initialized and monitor Google Maps location for all company branches.
o Visiting locations physically to maintain standards and implementing trained skills.
o Create several checklists in various cases and events.
o Translating all promotional materials to Arabic, plus the company websites’ texts.
• Responsible of BTL text contents.
• Creating bilingual training materials, English and Arabic.
• Tools: MS Office, S2K system.
Managing a regional demand role with below tasks:
o Planning and forecasting the demand of (Camry, FJ cruiser, Innova, Aurion, Hiace, Hilux and Sequoia) to build monthly sales plans to achieve monthly targets accurately.
o Monitoring the aging vehicles on a daily basis and controlling the moving stock.
o Meeting and communicating with the regions to coordinate the demand and supply of the products’ sales and stock.
o Field visiting is one of the main responsibilities to collect actual market data from centers, and also sales and campaigns feedback, and I’m also responsible to create a monthly field visit summary report and send it to the top heads of marketing and operating directors.
o Reporting the fleet sales discounts to directors, SGMs and brand managers.
o Sequoia-Toshiba campaign approvals and coordinating between regions and centers, and also customers caring.
o Incentive calculation for every month (KPI, Achievement).
• Additional tasks related to demand management as shown below:
o Monitor and analyze sales traffic on a daily basis by each center and prepare monthly reports before month closing.
o Monitor and analyze sales growth comparing with the averages and prepare monthly reports before month closing.
o Monitoring the actual sales performance comparing to the target and budget of every month.
o Arrange the demand priorities and communicate with logistics to plan shares distribution for regions and frontlines.
Systems and tools used:
o SAP - Business Object
o VA (Customized stock control system)
o MS Office.
Coordinating Sales, Marketing and Logistics tasks:
o Raw materials monitoring and systematically submitting requirements for production.
o Handling shipping documents from A to Z, and communicating with the major vessels shipping companies (MAERSK, K&N, Hapag-Lloyd, CMA-CGM) and also air and ground shipping companies (ARAMEX, FEDEX, DHL, TNT) to schedule new outgoing shipments and also monitoring incoming shipments.
o Coordinating with vast list of customers around the world to receive new POs, updating with production stages, and also coordinate packaging designs and amendments.
o Documents controlling and reference archiving.
o Prepare proposals and quotations for potential customers.
• Systems and tools used:
o SAP - Materials control systems
o MS Office.
The agents of the Chinese buses KINGLONG™, and LONKING™ heavy equipment.
•Supervising sales team targets, visits and achievements:
•Creating sales plans with sales staff and weekly reporting to the sales GM.
•Find the best solutions with the sales team to achieve targets with record-breaking increase in sales.
•Communicate with potential customers and arrange meetings with purchase managers, MDs and CEOs.
•Develop new sales processes and plans.
•Support in recruiting new sales force when it is required.
•Systems and tools used:
•MS Office.
& Distribution related tasks:
•Conduct demand and market researches to launch new products.
•Compare competitiveness in promotions and pricing.
•Initiate new marketing campaign solutions.
•Arrange and meeting with 3rd party branding companies. (LENZO, Creative Circle, etc.).
•Inventory system transformation, and handle registering all products to the new system.
•Systems and tools used:
•MS Office.
•SAP - Inventory system.
•SAP - Invoicing system.
I worked at NCB (Al Ahli Bank) in the call center department as “toll-free customer service” in Arabic and English, including more than one month of intensive banking training.
•In the last 3 months of 2007 I worked at BEEHIVE Digital Communications Co. as “
the last 3 months of 2007 I worked at BEEHIVE Digital Communications Co. as “Client service” and also assistant in creative solutions and designing.
International Business and Administration
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