Country Manager
GWR Consulting
Total years of experience :15 years, 1 Months
Developing and implementing customer relationship plans, establishing relationships with high-level customer decision-makers, and taking responsibility for organizational relationship establishment
Formulating solution to boost in-store customer experience through analysing the data of mystery shopping and journey mapping in addition to finding a scientific relationship between their results throughout the month
Working with all departments in the organization to make sure contracts are processed correctly and promptly
Managing a team of 30 team members from Head of Departments, account managers and freelancers
Accomplished 100+ projects in customer experience management through mystery shopping and data analysis, and succeeded in an increase of 20% in sales and 30% in profit within nine months of handling a new position
Accomplished 70+ projects in food safety consultancy through performing food safety audits across the MENA region, consulting the clients and training all levels of staff members in food safety. Succeeded in turning the P&L of the food safety department from being negative to positive within 1 year of handling the position
Responsible of maintaining a positive P&L for GWR Lebanon office
Preparing the budget and sales forecast of the company
Managing relationships with key clients in different industries (retail, hospitality, automotive and banking) and upselling new services
Building up technical and commercial offers based on customers’ requested RFP
Got appointed as a member of the office’s core team. Shared responsibility with its committee for the KPI of the entire office (customer relationship management, finance, operations)
Working in tandem with GWR’s top management team to build and manage a multi-million-dollar pipeline of strategic services opportunities and develop a sales strategy, new services and penetrating new markets in the region
Setting sales and pricing strategies
Working on data analytics using google data studio through live dashboards showing customers results
Performing journey mapping for key clients to evaluate their touch points affecting customer experience
Designated as the escalation contact person for GWR’s clients
Developing a franchising approach for GWR
Conducting Food Safety Audits based on GMPs for restaurants and catering companies in a timely accurate manner in Lebanon as well as in the MENA region and Turkey
Consulting clients on food safety issues following the reports issued by the department
Maintaining the quality of the Departments’ activities according to the company’s stated quality standard
Supervising the staff members of the department and following up on their projects and tasks
Supervising the Audit quality of the Departments staff so that it’s in line with the company’s quality standard
Recruiting food safety auditors
Training food safety auditors to be able to conduct food safety audits
Conducting Level 2 Food safety training
Conducting Level 3 Food Safety Training (equivalent to Advanced food safety training)
Maintaining the department’s procedures and forms in conformity with ISO 9001:2008 standards
Preparing monthly HygieneCheck Auditing schedule for clients
Placing, sending and following up on the schedule
Correcting reports for various clients
Meeting with clients to discuss food safety issues
Training new food safety auditors
Performing hygiene check inspection for clients in Lebanon and Dubai
Writing a hygiene check report
graduated with High Honor following my thesis about the determination of Gluten amount in Gluten Free Products