Musab Alowidhi

• Developed and executed localized marketing strategies and plans to align with regional market dynamics and consumer preferences.
• Collaborated with franchisees to design tailored marketing campaigns that support corporate goals and address local market needs.
• Conducted market research and competitor analysis to identify growth opportunities and refine marketing strategies.
• Monitored marketing performance metrics to ensure alignment with KPIs and continuous improvement.
• Managed budgets for marketing initiatives and ensured optimal allocation of resources to maximize ROI.
• Provided training and support to franchise partners on brand guidelines, product positioning, and promotional activities.

• Developed and implemented CX strategies, including customer journey mapping, Voice of Customer (VOC) analysis, loyalty program, and community management.
• Monitored customer satisfaction metrics to drive improvements in customer loyalty.
• Facilitated cross-functional collaboration to optimize customer service processes.
• Designed and implemented comprehensive Health & Safety policies, ensuring compliance with regulatory standards.
• Conducted risk assessments and emergency preparedness training.
• Built and led the Customer Experience, Community Management, Call Center, and Health and Safety teams, achieving a 93% Customer Satisfaction (CSAT) score and maintaining zero work accidents.

• Managed client relationships, drove business development, and negotiated contracts.
• Conducted strategic market analyses to identify growth opportunities.
• Led customer support and issue resolution eforts to strengthen partnerships.
• Built and led the B2B sales team and exceeded sales targets, achieving 164% of the target.

• Reporting to the Managing Director.
• Led Customer Care, Call Center, Telesales, and Community Management teams focusing on performance management and training.
• Built and led the Telesales team and exceeded sales targets, achieving 278% of the target.
• Enhanced quality assurance processes, ensuring alignment with corporate standards.
• Managed budgets while improving cross-functional collaboration and customer insights.
• Achieved zero violations from the MOCI during tenure through compliance and proactive management.
• Improved customer satisfaction rates by developing and implementing a comprehensive customer care strategy.
• Recognized by the parent company with a global award for achieving the highest customer satisfaction rate worldwide during the Covid period, with a high score from MOCI.

• Oversaw recruitment processes, facilitated onboarding for new employees, and managed benefits to ensure smooth integration and high employee satisfaction.
• Ensured compliance with workplace safety standards and conducted performance evaluations to foster a safe and productive environment.
• Streamlined HR processes by implementing effective documentation practices and leveraging data analytics to enhance efficiency.
• Developed and implemented HR policies while ensuring compliance with local labor laws and regulations.
• Maintained accurate employee records and managed sensitive data with strict confidentiality.
• Supported payroll processing and employee compensation planning, ensuring timely and accurate delivery.
• Addressed workplace concerns through proactive employee relations initiatives, fostering a positive and collaborative work culture.
• Collaborated with management to forecast staffing needs and develop strategic workforce planning initiatives.

• Resolved customer inquiries and enhanced retention through proactive education.
• Managed documentation and feedback to improve service delivery.

• Performed data entry and maintained accurate record-keeping for critical projects.
• Prepared documents and provided exceptional customer service support.
• Conducted research and contributed to project planning and execution.
• Managed purchasing and procurement processes efficiently.