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- Train and coach front-liners stores to optimize quality of service, business growth and customer satisfaction.
- Conduct periodical visits to stores within functional area, to build relationships with internal customers. Coach, motivate and attend to customer needs and report findings and action plan.
- Support the delivery of consistent customer service by raising awareness, driving and increasing knowledge in stores and act as project managers for Customer Service programs.
- Develop and build strong, mutually beneficial relationships with internal customers for constant communication and alignment of business objectives.
- Attend brand training(s) as required to enhance relevant knowledge, techniques and skills.
- Communicate with Business Area Managers and Operations Managers through regular reports and meetings
- Conduct trainings for new joiners to Alshaya and present Customer Service duties and responsibilities.
- Formulate scenarios and conduct Training sessions for prospective mystery shoppers
- Evaluate, train and coach Mystery Shoppers.
- Prepare Schedules monthly and communicate the same to the relevant Mystery Shoppers accordingly.
- Manage the field work of mystery shoppers.
- Respond to feedbacks from store managers.
- Prepare customer satisfaction surveys reports (Market Research) for various Alshaya brands.
- Travelled frequently on business trips to Jordan, Lebanon for mystery shopper recruitment, new joiner’s orientation and trainings about customer service.

Assisting the Dorms Administration to facilitate resident’s life through responding to Their needs; accomplishing administrative tasks such as organizing room distribution, receiving international guests and handling all the preparations needed, and informing residents about important decisions.