Marketing and CRM Manager
American University of Kuwait (AUK)
Total years of experience :22 years, 4 Months
Developed and implemented strategic marketing plans for an entire university (or lines of business within a university) in order to attract potential customers and retain existing ones.
Key achievements:
• Established marketing goals based on past performance and market forecasts
• Oversaw current offerings and comes up with initiatives for new services or products.
• Implemented researches and analyses market trends, demographics, pricing schedules, competitor services or products, and other relevant information to form marketing strategies
• Worked with marketing staff to develop detailed marketing plans for all media channels and sales teams
• Approved and oversaw the creative development of promotional materials, website content, advertisements, and other marketing-related projects
• Communicated with various media, advertising agencies, printers, and other services to help marketing projects come to fruition
• Worked within the department budget to develop cost-effective marketing plans for each product or service
• Adjusted marketing campaigns and strategies as needed in response to collected data and other feedback
• Utilized active learning methods and use a variety of instructional strategies designed to assist
• Followed the course or program standard design where such a design is prescribed.
• Arranged for the acquisition and preparation of appropriate materials and equipment in a timely manner necessary to meet course objectives in collaboration with the Chairman of the Marketing and Management department or College of Business and Economics Dean.
• Working as a consultant in the marketing department (as non-academic activities)
Courses Taught
• Principals of Entrepreneurship 200 level - ENTR-201
• Entrepreneurship -higher level 300 level ENTR301
• Strategic Management MGMT 413
• Change Management MGMT 421
• Business Research BUS210
• Social Media Marketing MRKT 340
• Digital Marketing MRKT 309
• Services Marketing MRKT 330
• International Business BUS 321
• Essential of Marketing Research MRKT401
• Promotion and Advertising MRKT-355
• International Marketing -MRKT 329
• Consumer behavior MRKT 349
• Principles of Management - MNGT-201-
• Human Resources HR 201
• Internship in all business fields (MRKT470, MGMT 470, FUNC 470, ECON 470, ACCT 470)
Academic Advisor Duties and Others
• Discussing career and educational goals with students.
• Aiding in the course selection process to ensure progress towards student goals.
• Displaying an interest in student development.
• Identifying student strengths and weaknesses.
• Maintaining updated reports on student progress.
• Intervening if behavioral or academic abnormalities occur.
• Connecting students with resources, such as counselors or tutors.
• Demonstrate a strong understanding of institutional policies.
• Headed various committees in AUK such as the Professional Development Committee, Research & Development Committee, and Curriculum Development Committee
• Prepared the AUK Marketing CBE-Marketing Program Catalogue.
• Worked with Marketing & Communication Dept in writing and editing the articles in AUK’ Chronicle "formal Magazine"
• Contributed in developing the AUK University “Vision & Mission Statements”
• Worked with the Alumni Association at AUK University in placing all events on the Alumni Association Calendar kept by the Alumni Secretary and assisted in all area Alumni Association events.
Shaaer Group - (Trade-in Co., Tourism & Travel agency, Executive Distributer for Zhongtong Bus in Kuwait)
Marketing & Business Development Manager 2010- Present
Developed and implemented the marketing strategies and plans in order to meet company targets for customers & shareholders acquisition and retention, conducted market, consumer, and competitive analysis. Managed CRM function of the Shaaer group
Key Achievements:
• Rolled out the CRM road map to maximize customer acquisition and retention.
• Increased the quarterly profit margin by 5% over the past year.
• Facilitated; and formulated new strategies and visions. Successfully repositioned division as a different competitor market, adding value to Shaaer Group and earning prominent role in mainstream corporation strategies. Delivered general & specific certification trainings programs to marketing & CRM staffs, and evaluating then to meet company's target.
CRM Manager 2006- 2009
Developed CRM program to gather necessary inputs for the company and simplify marketing and sales processes through the introduction of Six Sigma, Total Quality Management, and Quality Control. In additions; conducted customer satisfaction index CSI marketing research & after service feedback survey.
Key Achievements
• Planned and delivered CRM strategies across the company to encourage customer retention and customer loyalty.
• Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
• Effectively crossed sell products/services through all operation departments. Monitored and maximized customer lifetime value strategies to ensure maximum profitability.
• Created a customer loyalty program, and established business modules that can be used by various operational groups.
• Researched, compiled, analyzed and evaluated general and statistical information regarding marketing, sales, and zones activities.
• Assisted & supported training requirement for training of sales staff re awareness of product features and benefits, and new associated and co-op students
Better Homes Company - Investment and Real Estate Group- Kuwait
CRM & Marketing Manager 2008-2009
Identified, developed, and evaluated marketing strategies based on knowledge of establishment objectives, and market characteristics. Maintained data and reports on activities related to Customer Care and CRM, conducted all communication with landlords, tenants, clients and Better Homes staff in a professional and courteous manner, managed the development, deployment of an integrated national marketing plan aligned with the firm's strategy and the relevant Industry business and sales objectives, providing marketing support for the strategic planning process, providing motivation, coaching, training and development opportunities for team members, managing annual budget, measuring the marketing related activities against predetermined objectives.
Key Achievements:
• Reviewed & monitored the segmentation results, identified marketing opportunities, and set an action plan to improve customer relationship accordingly.
• Implemented strategic plans to address client needs and meet customer service levels.
Toyota Canada Inc- Canada
CRM Manager 2006-2008
Marketing Specialist - Customization & Marketing 2003-2006
Vehicle Planning Coordinator- Product Planning 2002-2003
Developed CRM program to gather necessary inputs for the company and simplify marketing and sales processes through introduction of Six Sigma, Total Quality Management, and Quality Control. In additions; conducted customer satisfaction index CSI marketing research & after service feedback survey.
Key Achievements
• Effectively crossed sell products/services through all operation departments.
• Created a customer loyalty program, and established business modules that can be used by various operational groups.
• Produced total warranty cost non- recoverable amount not to exceed 0.25% of total customization sales.
• Established and improved the distribution for accessories installation instructions through Toyota & Lexus Customization Library (E-TAS) to be accessible for all Toyota Canada dealerships. Supported Customization sales objectives by providing accurate Infostream data, update CDM installation instruction library for all 2004, 2005, & 2006 customization products.
• Developed and implemented pricing & market research process to increase brand awareness for Toyota Canada competitors and support customization planning, development, production, and vehicles launches.
• Researched, compiled, analyzed and evaluated general and statistical information regarding marketing, sales, and zones activities.
• Assisted & supported training requirement for training of sales staff re: awareness of product features and benefits, and new associated and co-op students
ISO 9000:2000 Series -Certificate (Foundation course certificate- Bureau Veritas – Bahrain) 2007 ISO 9000:2000 Series Certificate (Quality Management Systems Internal Auditor certificate) 2007
KAIZEN Management – Certificate (Japan Corporation Center for the Middle Eastern corporation) 2007
Professional CRM certification (AARM international institute- Canada – Toronto) 2007
I had got an outstanding GPA and honor from the University
Bachelor of Economics and Administration Degree (Applied Science University, Jordan) University’s Honor List, Applied Science University, Amman, Jordan