Ilham Taifour

 Planned for business, developed sales, marketing strategies & plans for service awareness and business development.
 Defined policies, regulatory compliances & streamline OTC process; service order, quotation, contract, service delivery, collection of payment.
 Cultivated excellent long term relationship with existing clients, maintaining ongoing communications and facilitating solutions to address concerns.
 Developed strong relationship with colleagues, creating a cohesive and productive team within a deadline driven environment.
 Managed a team of sales executives, cleaning ladies and security guards, coached and monitored their visits/works to improve quality and minimize errors.
 Established and oversaw direct sales, consistently achieved monthly target and objectives.
 Coordinated staff recruitment, including writing vacancies advertisements & liaising with HR.
 Ensured budget requirements are met.

 Built and managed Rotana Rewards Select program infrastructure and brand awareness.
 Operated as the lead point of contact for any and all matters specific to Select members.
 Streamlined customer service operations by introducing a series of rigorous training sessions to colleagues that has cultivated excellent members’ long term relationships and brought new joiners resulting in a significant increase in Select program database.
 Defined customer experience strategies to ensure ongoing and consistent customer satisfaction
 Implemented and managed marketing communications for Select program.
 Defined ongoing competitor and high street awareness of CRM and loyalty improvements.
 Forecasted and tracked key account metrics.
 Managed the Reward shop in cooperation with suppliers.
 Team member of the best loyalty program in the Middle East, 5 years in a row award winning.

Projects:
 Rotana Rewards Select Program revamp.
 CRM Software migration.

 Promoted Select Program to Partners (MEA airline, Etihad Airways, Airmiles, UAE Etisalat...).
 Ensured a reliable customer loyalty by providing on time delivery & follow up to members.
 Coordinated with marketing team for effective communications and promotions and ensured all records and data are updated.
 Ensured a speedy redemption process (release & freight forwarding of rewards)
 Coached and assisted properties staff to offer the best customer service & deliver promises to members

 Built Rotana Rewards membership database through professional outgoing sales calls and service techniques concept.
 Handled incoming calls for different member’s queries (i.e.: rooms and restaurants bookings).
 Handled and resolved guest complains.
 Maintained good relationship with existing Members.

 Demonstrated and provided information on promoted products.
 Created a positive image and implemented sales strategies to sell company products.
 Identified interest and understand customer needs and requirements.
 Set up promotional stands and stock products.
 Updated the daily sales report and submit it to the shop manager.

 Worked with Marketing Manager in evaluating Sales Representatives candidates’ profiles.
 Developed and executed advertising programs and external marketing.
 Prepared marketing strategy and wrote action plans to attain specific objectives
 Confirmed retail staffing and schedules.
 Worked with Sales representatives to evaluate and identify improvements opportunities.
 Tracked the daily result of the Marketing campaign.