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تم إلغاء حظر المستخدم بنجاح
مالك السياد, CUSTOMER EXPERIENCE MANAGER | Reef Perfumes

مالك السياد

CUSTOMER EXPERIENCE MANAGER | Reef Perfumes ·REEF

المملكة العربية السعودية

بكالوريوس, Arabic

الخبرة العملية

مجموع سنوات الخبرة: 11 سنوات, 9 أشهر

CUSTOMER EXPERIENCE MANAGER | Reef Perfumes

مارس 2024 - حتى الآن

REEF

الرياض، المملكة العربية السعودية

مارس 2024 - حتى الآن

CUSTOMER EXPERIENCE MANAGER | Reef Perfumes Riyadh, Saudi Arabia (Mar 2024 - Present)
 Led the development and execution of comprehensive customer service policies and procedures, ensuring service delivery aligns with brand standards while driving consistency and quality across all touchpoints.
 Partnered with cross-functional teams to enhance service excellence by identifying operational gaps, streamlining workflows, and fostering collaboration for seamless customer experiences.
 Analyzed customer feedback and behavioral data to uncover trends, creating tailored strategies and solutions to address pain points, improve satisfaction, and capitalize on growth opportunities.
 Oversaw omnichannel customer interactions, delivering personalized assistance and guidance through diverse platforms to ensure a unified and exceptional brand experience.
 Resolved customer concerns with a professional and empathetic approach, implementing effective resolution techniques that reinforced brand trust and loyalty while minimizing escalations.
 Implemented innovative customer experience systems, introducing tools and technologies that streamlined operations, improved responsiveness, and elevated overall service delivery.
 Designed and conducted comprehensive training programs for new team members, equipping them with the product knowledge and service skills required to deliver consistent and outstanding support.
 Continuously monitored customer service metrics and performance indicators, creating detailed reports to track progress and implement strategies for enhancing customer loyalty and retention.

مجال الشركة:
العطور ومستحضرات التجميل
الدور الوظيفي:
الإدارة

Store Manager & Brand Coordinator & Marketing Coordinator

يناير 2004 - مايو 2013

Nesk (Ikks) - Alfa (Harvey Nichols Riyadh)

الرياض، المملكة العربية السعودية

يناير 2004 - مايو 2013

• January 2004 Till May 2008 IKKS,
Store Manager & Brand Coordinator
Departments: Kids wear & Ladies' wear

Store Manager & Brand Coordinator IKKS:
Duties & Responsibilities:
➢ Encourage Store Employees to take ownership for their performance and career development plans
➢ Follow up on a regular basis.
➢ Resolve Customer problems or complaints by determining optimal solutions
➢ In charge of Stock Transfer in Kingdom IKKS Stores upon best-selling styles for each store.


.June 2008 Till December 2012.
Sales Floor Manager & Buying Coordinator- Harvey Nichols:

Buying- Duties & Responsibilities:
➢ Attending trade fairs, in Europe, to select and assemble a new collection of products.
➢ Working closely with the local & international Buying team for orders of designated brands in the Kid's wear & Men's wear departments
➢ Work closely and cohesively with the Visual Merchandising department on new collections & merchandising of brands within the departments
➢ Prepare a brief overview of brands, trends and general comments & feed back to share with the sales team & higher management
➢ Preparing and conducting training sessions for new collections and brands for the sales staff.
➢ Implement Company KPIs and strong follow up on Brands performance (Sell Thru, Gross Margin, OTB, etc.)


Floor Manager, Duties & Responsibilities:
➢ Achieving, evaluating and monitoring the sales targets and objectives for both departments (Men's & Kid's)
➢ Analyzing and reviewing sales reports to understand trends and customer's buying preferences.
➢ Assist in product flow, sales & Marketing.
➢ Training & evaluating sales staff's performance. Handling employee issues appropriately and in a timely manner.
➢ Ensuring the highest standards of customers service in departments
➢ Executing and implementing company's operating policies, HR procedures, etc.


Jan 2013 Till Now
Marketing Coordinator (Harvey Nichols)

Duties & Responsibilities:

>Coordinating company publicity & PR campaigns.
>Developing and coordinating implementation of a customer satisfaction program.
>Gaining & providing an understanding of customers tastes & preferences.
>Coordinating yearly advertisement campaign .
>Preparation of required flyers, brochures and marketing materials for campaigns .
Coordinating and selecting give away and good will gift.
>Reviewing results of promotions and advertising activities and recommending changes if any.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
الإدارة

Floor Manager & Buying Coordinator

يونيو 2008 - نوفمبر 2012

Harvey Nichols Riyadh

الرياض، المملكة العربية السعودية

يونيو 2008 - نوفمبر 2012

* June 2008 till Present Harvey Nichols Riyadh
Floor Manager & Buying Coordinator
Departments: Kids wear, Men's Wear & Men's Acc

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
الإدارة

التعليم

Deer Azzur College

يناير 2003

يناير 2003

بكالوريوس، Arabic

سوريا

➢ Diploma in Arabic Faculty of Arabic Literature- Deer Azzur, Syria 2003

Arab Institute

فبراير 2001

فبراير 2001

دبلوم، Arabic Literature

سوريا

➢ Diploma in Arabic Literature Arab Institute- Deer Azzur, Syria (2001-02)

Agriculture Institute

يناير 1999

يناير 1999

دبلوم، Deer Azzur, Syria

سوريا

➢ Diploma in Agriculture Institute Deer Azzur, Syria (1997-99)

Skills

Marketing
Expert
Marketing
Expert
Materials
Expert
Materials
Expert
Marketing Materials
Expert
Marketing Materials
Expert
Merchandising
Expert
Merchandising
Expert
Agriculture
Expert
Agriculture
Expert
BASIS
Expert
BASIS
Expert
BUYING
Expert
BUYING
Expert
BUYING/PROCUREMENT
Expert
BUYING/PROCUREMENT
Expert
COLLECTION
Expert
COLLECTION
Expert
COLLECTIONS
Expert
COLLECTIONS
Expert
CREDIT
Expert
CREDIT
Expert
HR
Expert
HR
Expert
MARKETING
Expert
MARKETING
Expert
SALES
Expert
SALES
Expert
SALES FLOOR
Expert
SALES FLOOR
Expert
Materials
Expert
Materials
Expert
Marketing Materials
Expert
Marketing Materials
Expert
Merchandising
Expert
Merchandising
Expert
Agriculture
Expert
Agriculture
Expert

حسابات مواقع التواصل الاجتماعي

اللغات

العربية

متمرّس

الانجليزية

متمرّس

التدريب و الشهادات

التدريب
Communication Skills
Steppingstone Global Bahrain
Nov 2010

الهوايات والاهتمامات

Pet