Loyalty Program Manager
The Sultan Center
Total years of experience :16 years, 6 Months
Identify and roll out initiatives, in coordination with departments, to increase number of customers enrolled into the loyalty program across 6 markets
Provide continued reporting and communication to the departments and brands and to help drive operations efficiency for loyalty program
Forecast and maintain program material inventory
Work closely with the head of CRM and insights team to develop insightful customer analysis
Collect, analyze, and summarize data in a standardized format to deliver information effectively to internal and external customers and make recommendations; perform validation activities to ensure results meet customer expectations
Act as an advocate for the loyalty program, data management within the organization, customer facing
programs and services and be an effective communicator to business partners
Create Ad-hoc customer insights reports pertaining to product categories, new product launches, lifecycle
communications and more
Work cross functionally with Operations, Marketing, Customer Service, and other key stakeholders to drive
strategy using consumer insights/analysis
Translate raw data into presentable and easily understandable findings for the various cross functional teams.
Provide direct support and analytical leadership to projects as well as business usual activities
Track and monitor financial performance and ensure abidance to the budget
Identify loyalty program enhancement opportunities through analysis of large data sets
Provide analytical support to marketing and operations teams within the loyalty program
Conduct regular reporting on the performance of the loyalty program
Provide actionable recommendations to marketing and operations team based on customer-derived insights
Customer Experience Specialist January 2015- Present
• Be part of certain activities related to Voice of Customer:
- Designing and reviewing VOC surveys annually.
- Preparing VOC Brand templates & reports.
• Be part in all activities related to ad-hoc Research Studies requested by brands to conduct qualitative or quantitative surveys:
- Attend meetings with brands to gather requirements
- Finalizing and communicating the proposal as per brand’s brief
- Designing surveys and discussion guides to answer brief objectives
- Doing field interviews and focus groups with customers
- Briefing the contact center Outbound agents
- Analyzing and interpreting data through the use of advanced statistical techniques to better understand customers
- Preparing reports of findings and illustrating data graphically.
- Communicating and presenting research findings
• Be a part in providing competitive analysis on Alshaya benchmarking with Market offerings; identify market trends, sales and methods of operation.
• Be a part in attending to Support Functions requests to execute as per request’s objective.
Al-Sayer Group (Toyota and Lexus Dealer in Kuwait) Kuwait Free Trade Zone
Market Research Analyst February 2012- September 2014
• Prepare reports of findings, illustrating data graphically and translating complex findings into written text.
• Measure and assess customer satisfaction.
• Forecast and track marketing and sales trends, analyzing collected data.
• Gather data on competitors and analyze their prices, sales, and method of marketing and distribution.
• Create questionnaires based on the requirements of top level management in accordance to their needs.
• Train telemarketers in accordance to new survey additions and questionnaire changes.
• Analyze key findings and define key problem areas as well as key potential areas.
• Handled social media marketing (on Twitter and Facebook) for Al-Sayer Group, Toyota Kuwait, and Lexus Kuwait accounts temporarily.
Ali AbdulWahab and Sons and Co. - P&G Kuwait City, Kuwait
Consumer-Business Development Section Manager January 2011- February 2012
• Sell Volume, distribution, merchandising, shelving, and pricing.
• Ensure excellent deployment for the shelving, visibility, or displays contracts.
• Control professionally budgets and allocations, and - where applicable - ensure payments from trade are collected on time.
• Train, coach, monitor, and motivate the merchandisers on a daily basis to ensure getting maximum productivity.
• Take the initiative to recommend breakthrough ideas that leads to business development.
Extra acquired courses
• SPSS Training (Course given by Head of Research Department, Kuwait University)
• Consumer-business development College 1 (Course given by Procter and Gamble)
• Negotiation Skills (Course given by Procter and Gamble)
• MS Advanced Excel (Course given by Al-Sayer Group)