حسين السنان

• Developed and implemented customer success strategies, resulting in a 20% increase in customer retention and a 15% improvement in customer satisfaction scores.
• Led and mentored a team of 8 customer success professionals, enhancing their skills and performance through targeted training programs.
• Built and maintained strong relationships with key customers, acting as the primary contact for escalations and strategic discussions.
• Analyzed customer data to identify opportunities for upselling, cross-selling, and maximizing customer lifetime value, contributing to a 25% growth in revenue.
• Streamlined the customer onboarding process, reducing setup time by 30% and increasing customer satisfaction with initial interactions.
• Monitored and reported on key performance indicators (KPIs), such as Net Promoter Score (NPS) and churn rates, to drive continuous improvement.
• Collaborated with cross-functional teams, including sales, marketing, and product development, to ensure a seamless customer experience.

• Consistently achieved and exceeded sales targets, contributing to a 30% increase in annual revenue.
• Successfully closed deals with new companies, expanding the customer base by 40% within the first year.
• Maintained effective communication with vendors, securing profitable offers and ensuring continuous revenue generation.
• Regularly reported platform and vendor issues to management, providing insights and actionable recommendations for improvement.
• Worked closely with the IT department to resolve technical issues, ensuring smooth operations and minimal downtime.
• Prepared and submitted detailed monthly sales reports to both the accounting department and vendors, ensuring accurate financial tracking.

• Fostered and maintained strong, long-term relationships with key clients, ensuring the timely and successful delivery of tailored solutions.
• Collaborated with operations, finance, customer service, and vendor teams to drive business growth and deliver a seamless customer experience.
• Developed and implemented strategic plans to enhance client outcomes, resulting in a 15% increase in client satisfaction.
• Compiled and analyzed sales data, providing actionable insights to maintain and grow the business while meeting client expectations.

• Managed and coached a team of 15 sales staff, leading to a 20% increase in sales performance and improved customer service standards.
• Led induction and training programs for new sales staff, reducing onboarding time by 25% and enhancing their readiness to contribute.
• Conducted regular floor walks to assess and optimize visual merchandising, product movement, and marketing activities, boosting sales by 10%.
• Acted as Store Manager in the absence of the primary manager, handling operations, discounts, and returns with a focus on maintaining high standards.

Supervising sous chefs and their staff, managing production schedules, monitoring overall productions output levels. Frequent spot checks, investigation on product issues and recommend solutions as well monitor waste production.

(Customer, Marketing & Communication Manager)

• Develop new business with existing clients and/or identify areas of improvement to exceed sales quotas
• Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities.
• Building and maintaining strong, long-lasting customer relationships
• 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.
• Design and implement a strategic business plan that expands company’s customer base and ensure it’s strong presence
• Lead a team of store managers towards effective collaboration and attainment of goals
• Deal with problems by providing creative and practical solutions
• Create a two way feedback loop with the brand teams to enhance business / Mystery shopping program & Customer’s Opinion Program.
• Undertake sound financial management to ensure stores are profitable and stay within budget
• Achieve growth and hit sales targets by successfully managing the sales team
• Train and coach front-liners in the stores to optimize quality of service, business growth and customer satisfaction.
• collate and provide constructive feedback on VM standards to the business
• Assist and support Service Education initiatives which are aligned with the Group Customer Service initiatives by conducting classroom style training sessions.
• Support the delivery of all marketing campaigns
• Schedule and conduct Store activities especially for the stores that have not achieved their defined Service Performance metrics; store activities include in store Coaching, Observation visits, store manager meetings, and other in field activities as deemed necessary.
• Assess relevant training needs for store members and design training courses the training and development needs.
• Communicate with Business Area Managers and Operations Managers through regular reports and meetings.
• Provide development by coaching and 1 to 1 support where the need for this has been established.
• Manage all Group Customer Service programs of the functional area and report to the Regional Manager on all progresses in order to meet the objectives.

•Oversee the daily operations of the Measurement team and delegate team responsibilities.
• Manage team including SLA (Service Level Agreement), workload, motivation, training and appraisals.
• Ensure Measurement Centre complies with company, local market, legal policies, procedures and guidelines.
• Develop a clear understanding of Customer Service standards.
• Promote a positive atmosphere / morale throughout the team to meet Company objectives.
• Communicate with Line Manager on all related issues within function highlighting the improvements needed for the Mystery Shopper program and/ or departmental function improvement.
• Forecast and analyze Mystery Shopping data on weekly, monthly, quarterly & yearly basis.
• Prepare and finalize Mystery Shoppers payment.
• Ensure all Mystery Shoppers are evaluated as per agreed standards.
• Promote Alshaya’s Vision and Values.
• Organize & schedule tasks, develop realistic goals & action plans for the team.
• Be the focal point to improve and enhance ways of working by adding value to the job scope to benefit the Business.
• Develop fiscal expense budgets & ensure effective management within budget parameters. Monitor and adjusts budget accordingly to maintain costs within company objectives.
• Set and organize meetings with relevant key people in the business to align business objectives and enhance communication process for mutually beneficial results.
• Coach, develop & mentor Customer Service team to enhance skills/competencies & to assign performance objectives.

•Conduct periodical visits to stores, to build relationships with internal customers. Coach, motivate and attend to customer needs and report findings and action plan.
•Develop a clear understanding of Mystery Shopper standards and Customer Service offering.
•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.
•Schedule and conduct visits to stores who didn’t achieve their service target.
•Develop improvement plans with operations to achieve brand / store target.
•Develop and build strong, mutually beneficial relationships with internal customers for constant communication and alignment of business objectives.
•Communicate with Business Area Managers and Operations Managers through regular reports and meetings.

checking & preparing petty cash expense statements & analyzing all the expenses; preparing airway bills; checking invoices; preparing & checking sales reports, preparing cheq’s and verifying payments, also worked as a cashier for two hours a day for one month