محمد براك

PEOPLE:
• Liaise with General Manager to define recruitment needs and coordinate with recruitment team.
• Build and develop a stable team that works together to deliver ‘Operational Excellence’.
• Develop and implement clear job description, roles & responsibilities for all of team members.
• Set objectives for each role aligned to market opportunity and worldwide best in class performance.
• Ensure a structured induction plan is in place for all employees.
• Ensure a clear monthly performance management programme with best practiced KPIs.
• Develop training needs analysis and liaise with training department for employees.
• Promotes a culture of learning and development.
CUSTOMER:
• Ensure that we have a ‘Customer First’ culture across the business.
• Exceed manufacturer (Customer Satisfaction Index) objectives and achieve No.1 in region performance.
Weekly monitoring of all Customer Service Centre surveys and trends and develop appropriate action plans for any areas of weakness also to take immediate action against critical customer’s feedback
• Assess customer inquiries management levels through selectively monitoring call recordings.
• Ensure all customer complaints are recorded and follow the complaints management process.
• Ensure all data capture and data quality objectives are achieved and monitor results.
• Analyse sales customer retention, set objectives and develop appropriate plans to improve.
• Develop and use prospecting systems
MANUFACTURER:
• Build strong and influential relationships with Ferrari representatives.
• Ensure manufacturer sales department Scorecard standards with a robust weekly performance monitoring tool in place.
• Ensure Ferrari manufacturer sales & wholesale objectives aretracked & achieved.
• Develop clear action plans to address any KPI performance that is behind objective.
• Work with the GM to develop and monitor short, medium and long term plans.
• Ensure Dealership facilities are managed and presented to the highest standards.
• Take responsibility for Ferrari sales department manufacturer bulletins and communications and ensure any required action is taken immediately.
• Ensure manufacturer reporting and forecasts are done ahead of time and with absolute accuracy.
• Achieve top band scores of manufacturer’s audits and mystery shopping
OPERATIONAL EXCELLENCE:
• Develop and agree self-management planner & routines with GM
• Hold scheduled meeting with marketing and service managers to maintain consistency and further development of mutual activities
• Carry out daily reviews with sales team and ensure all KPI’s are met.
• Set, agree and achieve individual departmental Key Performance Indicators “KPI’s” with each member of the sales team.
• Monitor and measure operational performance and KPI’s against competitors in the market.
• Constantly monitor and apply best management and operational practice
• Define, develop and implement clear strategic plans to achieve manufacturer business performance objectives.
• Develop a clear documented sales & marketing plan.
• Ensure at all times website content is relevant and updated
• Hold effective daily team meetings to discuss relevant business KPI’s and with defined structured agendas.

FINANCIAL:
• Develop stretching financial business plans for the Department and translate them into targets for teams
• Achieve department profit margins & KPI’s as defined within Business Plan
• Daily action to review profit performance of all invoiced deals against Business Plan targets
• Conduct a monthly review of management accounts, operating controls and composite figures to initiate improvement as required
• Controls costs and expenditure within budgets, reviewing all debtor situations (customer) on a weekly/monthly basis
• Increase profitability by continually reviewing the financial structure and adapting, such as discount levels, gross margins.

Main Roles and Responsibilities:
1. Develop and Monitor:
a. Strategic Plan and execution
b. Tactical Plan and execution
c. Operational Plan and execution
d. Daily Plan and execution
2. Establish and manage the following functionalities:
a. Public Relations
b. Client Relations
c. Customer Service / Call Centre
d. CRM
3. To set and monitor the Strategic, Tactical and Operational milestones of the company
4. Handle all the online and offline marketing activities for the company including the PR and Branding.
5. To set up communication strategies
6. Ensure all standards are followed on the following areas:
a. Customer service: by following best practices and maintaining customer service policies.
b. Training of the staff
c. Departmental and Individual objectives and competencies are aligned with the company’s strategy
d. Information Management
e. Organizational development and process improvement
f. Documentation
7. Analyse the customer base across Line to establish a common approach to retention and growth
8. Undertake key research to understand the Business and projects in the sectors, customers and potential opportunities
9. Take the lead on client relationships
10. Prepare programmes of external communication, customer engagement and brand promotion that will contribute to the achievement of Line objectives
11. Responsible for the marketing department to come up with strategies and marketing plans
12. Introducing new ideas, services or concepts
13. Ensuring that quality of service is maintained
14. Maintaining market awareness in terms of what competitors are offering and any new trends in the market
15. Introducing new services to the current market.
16. Introducing existing products/ services to new market.
17. Leveraging and increasing the productivity on existed products in existed markets.
18. Monitor and strengthen Company’s overall brand in all forms of media (creative and technical writing, online, print, and academic).

Key responsibilities
• Leading a team of Customer Experience Representatives (CERs) in the delivery of world-class customer service, effective sales techniques, merchandising standards, and store policies and procedures
• Attracting, hiring, retaining and developing talented and passionate CERs
• Maintaining performance management records and ensuring fairness and consistency of approach and administration
• Executing the company’s annual business plan as delivered by the Top Management
• Soliciting ideas and opportunities from the customer experience team to improve sales and operations
• Launching and evaluating new programs and initiatives that impact business performance
• Accepting a high degree of responsibility and accountability for others
• Connecting with communities by planning and implementing events with the highest degree of professionalism
• Applies in-depth knowledge of market dynamics, consumer/shopper insights and brand strength/weaknesses to break down the overall brand ambition into marketing and communication plans per market / per location.
• Develops the adapted tools to implement the strategy by market/store: ensures all communication objectives are clearly and effectively linked back into the brand objectives (Digital, Direct Marketing, Media, and PR).
• Presents the marketing action plan to the retail marketing
o New launches and its marketing tools
o Brand training
o Events calendar
• Challenges the team and creative agencies to highest standards of communication.
• Coordinates the relationships between the Brand’s headquarters and the Retail marketing.
• Coaches the team to develop a passionately local mindset whilst retaining overall strategic focus and helps to mediate regional and local conflicts.
• Uses marketing KPIS to set realistic but stretching targets for the team, brand and activities and suggests optimizations on actions and tools. Leads KPI team review meetings.
Objectives:
To increase the Customer Lifetime Value (CLV)/ To decrease the Customer Acquisition Cost (CAC)/ To increase the Customer Satisfaction, Retention and loyalty/ To increase Net Promoter Score (NPS)/ To increase the Number Of Customers/ Increase customers profitability/ Increase Market share/ To maintain Al Essa Reputation/ To Increase customer education and advocacy levels

Key responsibilities
1 - Manages and assists in Evaluation Programs / customer satisfaction / customer complaints and other measurement tools to ensure services levels and improvements at International Clinic branches.
2 - Understand the full Patient Care Department dimensions and puts into practice these said dimensions across the different interfaces at International Clinic to assist the department manager in achieving the goal of a customer centric.
3 - Manages, supervises and develops Sr. receptionists and receptionists (any employee report to Patient Care Department directly and or indirectly) on all programs of the functional area, and reports to the department manager on all progresses in order to meet the objectives of the department.
4 -Monitors and follow up with International Clinic branches with regard to all issues related to service/ retention and complaint resolution measures in order to uphold and maintain excellent services to patients.
5 - Provide monthly reports to Patient Care Department Manager regarding (Branches Issues / Balanced Scorecard / Complaint reports / Incident Reports / Corrective and Preventing actions and conduct presentations relevant to the functional area in order to provide appropriate management information.
6 -Assists the Department Manager in providing recommendations, goals, targets, and improvement for related areas for the purpose of achieving Patient Care excellence and effective complaint management.
7 -Resolves complaints pertaining to branches, meets with customers on said resolutions, help monitor the overall quality of the system.
8 -Create awareness internally and externally on resolutions through surveys, by identifying key gaps in service delivery and coordinating actionable targets on a bi annual basis to pertinent departments.
9 -Promoting the resolutions area to patients through all patients facing areas on a quarterly basis and meetings with internal identified departments.
10 -Create rewarding program and related functions to ensure motivation is sustained across all channels.
11-Performs other duties in line with scope of work and as instructed by the direct manager.
12- Increase patient level satisfaction at International Clinic.
13- Decrease patient level complaints.
14- Availability at International Clinic branches (based on a provided schedule).

Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies. Interview patients or their representatives to identify problems relating to care. Maintain knowledge of community services and resources available to patients. Refer patients to appropriate health care services or resources. Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution. Explain policies, procedures, or services to patients using medical or administrative knowledge. Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field. Collect and report data on topics such as patient encounters and inter-institutional problems, making recommendations for change when appropriate. Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff. Provide consultation or training to volunteers or staff on topics such as guest relations, patients' rights, and medical issues. Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care. Analyze patients' abilities to pay to determine charges on a sliding scale. Teach patients to use home health care equipment.

Serve as Business Development Opportunity for products and individuals assessments. Provide business plan throughout the business and market researches. Coordinate with Vic President of Technology and six divisions with various business focuses including Telecom Apps/sales/distribution, hotels, training courses and various product internal and external customers to improve the business line. Assisted HR Director with annual benefits enrolment, employee surveys, and employee training seminars, create and maintained office filing system, including electronic document management. Cooperate with special projects, researching recruiting software for HR Department or implementation of company new Document Management software and prepared management contracts, new business proposals, and listing/ sales agreements Managed aspects of billing and finance. Follow the KPI’s and make sure it has been achieved. Also created and follow up the yearly targeted objectives.

Demonstrate resourcefulness initiative in planned, organized and coordinate with the QC Officer regarding equipment maintenance. Ensure implementation and awareness of Quality Management System in the department as per ISO standard. Review and revise the existing departmental SOP’s to comply in the ISO standard. Drafts new procedures necessary for the department improvement and provide monthly report on QA related activities to the H.O.D, QA department and Chief Technologist. Correspondence with Radiology department.