مالك السياد

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.

• 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.

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