Business Analyst
Majid Al Futtaim
Total years of experience :23 years, 1 Months
Responsible for the onboarding of financial partners, maintaining partner relations through campaigns and providing business insights for use in strategies, billing, and tactical campaigns.
• Onboarded and/or connected with more than 30 bank partners in five key markets: UAE, KSA, Qatar, Egypt, and Pakistan.
• Implemented four campaigns in key markets within three months on an over-all estimated budget of about USD 250K.
• Assisted in the annual partnership strategy planning with a proposed gross order revenue of about USD 70M for five key markets.
• Collaborated and provided analysis in creating a partnership proposal deck, campaign proposal generator, campaign briefing template and a partnerships playbook.
• Provided business insights and data analysis for strategies and decisions in campaign management, partner prioritisation and overall team strategy.
Responsible for onboarding new partners and managing existing relationships.
• Led the implementation of ground-breaking new partnerships in Malaysia and Saudi Arabia that continue to deliver in excess of USD 120M in annual direct revenue.
• Managed relationships with global banks and financial institutions including AMEX, HSBC and Citi with initiatives contributing to in excess of USD 350M annually.
• Led initiatives that enabled portfolio revenue growth of 30%+ year-on-year for the period 2017-19.
• Optimised campaign planning mechanisms to enable a high frequency of relevant communications that delivered mutual benefit to both Emirates and partners.
• Delivered a major overhaul of partnership reporting and analytical aspects that contributed to a more effective executive decision-making process.
Analysis and data management across the full Emirates Skywards partnerships spectrum encompassing 120+ partners.
• Designed and created executive reports covering key performance metrics related to revenue performance, budget tracking and growth.
• In addition to presenting insights and driving recommendations, developed new mechanisms to collate raw data across several systems in a complex environment.
• Developed and nurtured close relationships with key internal stakeholders (Enterprise Analytics, Finance and IT teams).
Supported the technical aspects of a new loyalty programme launch for Etisalat (Emirates Telecommunications Co), facilitated by Emirates under contract.
• Responsibilities and inputs from a technical standpoint extended across all key loyalty aspects, marketing, partnerships, and service delivery.
Emirates Skywards Customer Contact Centre.
• Provided personalised one-to-one customer service support to Emirates’ highest value (VIP/CIP) customers.
• Handle sensitive and confidential cases regarding staff complaints, grievances, fraudulent activities and staff motivational needs and maintain the Human Resources database.
• Design and conduct service and skills development modules.
• Map out training plans and schedules, design and develop training programs (outsourced or in-house) for corporate, HR training and more.
• Choose appropriate training methods per case (virtual, simulated, mentoring, on the job training, professional development classes, etc).
• Multi−functional and multi−skilled in various tasks of the floor/housekeeping team, a specialised position with supervisory duties.
• Take decisions on complicated guest requests. Respond and provide solutions to guest issues and complaints.
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