Haifa Najjar

CRM:
- Manage, implement and analyze the group’s CRM project by identifying and recommending optimal ways to reach our different customer segments depending on objectives and means.
- Owner of the group’s corporate projects.
- Act as a point of reference with all CRM vendors, negotiate deals, share plans and feedback with them to ensure optimal campaigns results.
- Handle and manage a best in class corporate customer hotline unit catering for all the groups’ commercial departments.
- Lead on B2B customer satisfaction surveys projects as per business needs.
- Reports generation at all levels.

Mystery Shopping:
- Manage and execute the mystery shopping program in coordination with the retail team to assess the performance of our stores.
- Analyze results, recommend measures/training accordingly and accompany training implementations with HR aiming at improving customer service capabilities.

Loyalty Program & Gift Cards:
- Designed and launched HoldIT Retail Loyalty and Gift Cards Program.
- Managing the loyalty program operations and performance.
- Launching the loyalty program for the para-pharmaceutical as well as perfumes & cosmetics Loyalty App.

Digital Marketing:
- Be the point of contact with the digital agencies to ensure optimal plans and advertising campaigns implementation.
- Deliver best in class online communication for Holdal including social media and website by setting the right communication strategy for each of the brands.
- Participate in building strong relationships with Digital Influencers.
- Responsible for Holdal Group website management.

Marketing Events:
- Assisting in the event’s ideation and planning based on the given budget.
- Liaising with Brand Managers and Brand(s)’ suppliers to make sure we meet objectives.
- Handling the customers’ database, invitations and being present during events.
CSR:
- Draft and lead on the CSR Project Plan of the Year and build the annual closeout report.
- Manage, coordinate and implement all the agreed on CSR projects with internal and external stakeholders.
- Work on developing a Sustainable CSR strategy for the group (in collaboration with the United Nations Global Compact of Lebanon).


Internal Corporate Communication:
- Manage and lead on Holdal’s quarterly Newsletter
- Manage and update the internal communication platforms (Sharepoint and TV Screens)
- Lead internal servicing surveys
- Execute Corporate projects and events
- Propose Internal Communication campaigns

Design and implement a top notch CRM function:

- Understand Business Units needs and analyse customers’ data to develop a relevant CRM strategy aiming to enhance customer experience, satisfaction and loyalty to become a corporate competitive advantage.
- Be the guardian of the retail customers database and make sure it is constantly updated and clean.
- Campaigns planning: identify and recommend optimal ways to reach segments of customers depending on objectives and means.
- Campaigns execution: lead on the campaigns execution with your team (email, sms, direct mailing...)
- Campaign Analysis: Analyse campaign outcomes, draw insights and present results clearly to facilitate sound decision making on next steps.
- Manage and successfully implement the migration to ERP CRM solution in partnership with IT and business partners. This will involve rethinking the CRM approach at the Group level and developing and implementing best practices with the internal stakeholders.

Establish a best in class corporate customer hotline cell:

- Manage a mini call centre to handle customers inquiries and complaints.
- Analyse and issue reports and recommendations to business teams and management based on hotline inquiries.
- Recommend optimal ways to enhance customer satisfaction and awareness on hotline.

Mystery shopping:

- Liaise with the mystery shopping agency and retail team to implement mystery shopping waves on the Group’s retail shops.
- Analyse results and recommend measures/trainings accordingly to enhance customer satisfaction in the Group’s retail shops.
- Be in touch with the retail teams and deliver the results and recommendations in the shops along with the Brand Managers.

CSR:
- Handle and process all incoming CSR requests
- Organizing and executing all CSR projects and events
- Handling all CSR communication required

Rewards program:

- Implement the customer reward program as per the Commercial Manager’s guidelines and communicate it to all concerned parties
- Handle the pre activation and synchronizing of the reward cards and reformatting the system
- Analyse customers’ data and take action based on outcomes; handle requests and inquiries from stores and customers related to the rewards program
- Rewards cards inventory
- Redemption process

Customer service:

- Assess the complaints reports on a monthly basis
- Initiate analysis of any problem encountered, develop the corrective and preventive actions and monitor its implementation

Reporting and contact lines:

- Deliver periodical and upon request statistics and reports to the Commercial Manager regarding programs effectiveness
- Coordinate with IT Department for the proper maintenance and implementation of the CRM system
- Promotions and marketing campaigns

Computer systems:

- Handle the bulk messages and emails
- Maintain and update HST website on all matters related to corporate customers.
- Update Web Portals (GrayFox) and monitoring trafficking

Supervising and Training:

- Train store staff and new hires on reward program
- Manage the work of the CRM team to ensure that all customers’ data is being updated regularly and accurately
- Manage, train and evaluate the CRM team

- Handling the projects, corporate, and investment monitors’ “Talk to Zawya Analyst” support tool for members and free customers.
- Direct interaction and communication with members/clients ensuring a timely and complete resolution of queries from all internal and external customers.
- Communicating new suggestions and developments within the sales, product management and content teams to provide the best service.
- Creating solutions that match the members'/clients’ expectations.
- Preparing end-of-month analysis reports over the distribution of requests and channeling it back to the different teams
- Marketing, branding and media planning assistance for the product.
- Coming up with suggestions over tool enhancements and improvements for a better positioning of the product.
- Exercise judgment within defined procedures and practices to determine appropriate action.
- Work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
- Keeping track of competitors’ content and product coverage.
- Using requests as a tool to analyze customers' needs and bringing it back to the project management team.
- Creating a revenue generating line of products (special requests).
- Working on Members’ Needs Analysis project.
- Generating trend analysis.

- Generating monthly country/sector analysis and construction reports.
- Conducting research reports over the construction sectors’ industry.
- Sourcing and adding new projects to expand the database.
- Auditing the work of the sector’s researchers.
- Training new employees.
- Interacting with our members to provide them the best out of our service.

- Research, gather and examine information relating to construction projects in the MENA region
- Add new projects to the database
- Update and expand the Project Monitor database on the Zawya platform
- Develop, expand, and improve Zawya PM products and services
- Answering members’ inquiries and requests
- Checking the sector news

- Bliss Branch - Teller and CSO
Rotated and observed the different banking services and processes
- Telemarketing Department - Car Loans
Filled applications for customers and followed up with them