Program and Sales Specialist
Qatar Finance and Business Academy
Total years of experience :19 years, 9 Months
Main Objective: Selling or introducing QFBA catalog of educational and training programs and certifications existing and new clients. Building business through outbound calls, to request for orders, quotations, and build
consumer business through marketing. To build proposals on standard products, confirm courses and communicate pertinent information on them to customers and internal team. The primary duty involves to achieve targets and grow new business.
❖ Work with the Head of Sales and Marketing and QFBA teams to develop and execute programs to drive pipeline & close deals
❖ Manage direct relationships with management representatives for all key accounts
❖ Manage the proposal and sales process for assigned accounts
❖ Teamwork & Collaboration
❖ Identify prospects and develops sales strategies to secure new business. This include sales calls,
competitive analysis, coordination of presentations and proposals, in-office presentations, direct mail campaigns, and follow up activity coordinated within the sales plan/approach
❖ Build business by identifying and selling prospects; maintaining relationships with clients.
❖ Identify business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.
❖ Sell products by establishing contact and developing relationships with prospects; recommending solutions.
❖ Maintain relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements.
❖ Identify product improvements or new products by remaining current on industry trends, market activities, and competitors.
❖ Prepare reports by collecting, analyzing, and summarizing information.
❖ Maintain quality service by establishing and enforcing organization standards.
Main Objective: To be responsible for the marketing and sales of the company’s products and services at the dealerships (Mercedes-Benz, Mitsubishi, Audi, VW, Harley Davidson, Heavy equipment and other subsidiaries of NBK Holding) in addition to other programs in their specific market made up exclusively of NBK Holding franchise dealerships. The main purpose is securing financial lending opportunities in the areas of retail finance, wholesale finance, and leasing. This includes but not be limited to day to day managing of dealer accounts, assisting in the loan process, providing best in class customer service and generally acting as a liaison between their dealerships and the corporate offices. Moreover, responsible of marketing activities to include above the
line, below the line and digital.
❖ Present and sell company products and services to all levels of management within the dealerships
❖ Prepare action plans and schedules to identify specific targets and to project the number of contacts made
❖ Follow-up on new leads and referrals resulting from field activity in franchise dealers
❖ Identify sales prospects and contact these and other accounts assigned
❖ Prepare presentations and proposals for all levels of management within in dealerships
❖ Assist with the preparation of sales contracts by educating the dealer on what is needed for proper verification by NBK Services
❖ Develop and maintain current client and potential client relationships within the independent and franchise dealer communities
❖ Develop, maintain and understand sales materials and keep up to date on current financial product knowledge
❖ Manage campaigns and marketing of NBK Services and other activities including digital marketing.
❖ Daily management of dealer accounts through physical visits, phone calls, emails, and follow up.
❖ Provide best in class customer service through daily interaction with all internal and external associates and dealer partners.
❖ Establish and cultivate relationships with all dealership personnel in order to support the company growth targets via the following activities: -Providing training on all NBK Services programs and initiatives. - Provide follow up on outstanding approvals given and their current status. - Support organization associates (Credit, Funding, Sales) as needed.
❖ Conducting sales and finance presentations to demonstrate use of company products.
❖ Correctly utilize and update all reporting and sales tools
❖ Coordinate and assist Funding and Credit with the loan process from time application is submitted to time loan is finalized and purchased.
❖ Supporting all corporate internal departments that interact with the dealerships.
❖ Educating the dealerships about new policies and guidelines that will affect their business with the company.
❖ Monthly goal setting and reporting to GM regarding progress and issues in the market.
❖ Monthly One on One’s with GM regarding market trends and game planning for future sales growth.
❖ Obtaining dealer agreements.
❖ Following corporate policies and guidelines.
❖ Marketing promotional campaigns and dealer incentives.
❖ Successfully completing additional initiatives and meeting GM’s expectations.
❖ Determining, negotiating and agreeing on in-house quality procedures, standards and specifications
❖ Managed the yearly internal audit process including the audit plan, documentation, processes and procedures. Managed and delivered 4 successful internal audit exercises.
Main Objective: Manages and provide support to contract management and customer services team. Responsible for all aspects of business operations; quality assurance, process and procedure management, customer service, new accounts, account servicing & problem resolution. Works with the Operations Manager and Head of Credit to ensure the company is in compliance with all operational regulations and guidelines. Responsible for maintaining exceptional customer service standards and other duties as assigned.
❖ Supervise, train, assist and evaluate operations staff.
❖ Develop and maintain business processes and procedures in all functions of the business
❖ Applying RAPID and DRIVE cycles quality improvement system
❖ Develop and review customer process maps and ensure consistency and maintain quality procedures across all touch points with the customers
❖ Working with operating staff and IT teams to maintain the CRM and Contract Management Systems up to date and as per the new procedures and process and maintain data quality
❖ Motivate, promote and direct operations staff to meet goals.
❖ Develop individual & team goals and implement plan to carry out objectives.
❖ Ensures compliance with all relevant company requirements and documentation standards.
❖ Ensure compliance with all established policies and procedures.
❖ Assist in drafting operations procedures.
❖ Monitor staffing, provide temporary coverage and training.
❖ Assist in system development, testing and training
❖ Maintain relationship with dealers by direct training and support
❖ Prepare weekly and monthly performance reports
❖ Perform other tasks as assigned
Main Objective: Manages and provide support to start up the financial services business of NBK in the fields of system operations, processes and documentation.
❖ Develop and maintain business processes in all functions of the business
❖ Develop the templates and documentation to be used in business. These include writing and designing templates and provide translation of these templates when necessary.
❖ Provide support in testing and configuring IT systems
❖ Perform any related required tasks in the field of operations and processes
❖ Setup the Social Media Marketing strategy and plan for the startup.
Main Objective: Manages and maintains strong collaborative working relationships with internal constituents whose support is critical in ensuring successful operational performance • Liaison between Qtel IT, the loyalty management team and service delivery teams
Implement business operations support to insure flawless performance, including acting as single point of contact with Store Operations, Internal and External Call Centres
Prepare „Service Proposal Documents‟ and review Change Requests for programme developments and enhancements.
Project manage and oversee delivery of requested Service Proposals and Change Requests.
Manage Acceptance Testing of delivered solutions
Oversees training material delivery and inventory
Translation of communication collaterals, materials, campaigns ..etc
Develop and map operational process updates and enhancements for the programme, across customer service, finance, IT, and retail.
Oversees solutions to resolve Help Tickets
Evaluates call centre comments and “issue” trend analysis
Works closely with the training teams to develop programs that keep associates aware of the program
Monitors program performance - coordinate Qtel Client Loyalty teams on programs to drive membership, accurate data capture, and compliance excellence.
Analyze data to evaluate performance against competition
Drives analysis to meaningful conclusions and prepare effective presentations to convey findings
Responsible for the management of project timelines and presentation of progress of project
Assist Marcomms Manager in overseeing successful delivery of programme materials from an operations perspective.
Assist Partnership Manager with the operational set-up for new partners (i.e. stock processes, system interface liaison with IT, redemption process development, etc).
Manage web content for Nojoom and Nokhba portals
Main Objective: Establish, manage and operate a CRM Department for Mercedes-Benz franchise in Qatar according to Daimler Middle East & Levant Dealer Standards and best practices in the field of Customer Relationship Management, relationship and loyalty marketing. In addition to that, managing digital and social media marketing channels and operations for the dealership. Responsible for creating and managing the loyality clubs.
Crafted the overall strategy for CRM department and tactical plans on how to attain the strategy.
Created the operational and structural plan of the department including HR requirements and the detailed job description for each member.
Regulated and managed the CRM IT solution; ADP Autoline in the dealership by creating data strategy, data quality manual and CRM rules.
Managed the CRM Database cleansing project that included technical and operational cleansing.
Provided CRM training for the users across sales, after-sales and marketing.
Created a methodology to manage the CRM customer database quality by giving a scored ranking dfor user in term of data quality that goes into the system.
Created CRM awareness within the dealership by several communication methods: published an internal newsletter CRM Matters, created an internal blog using SharePoint named CRM Matter and launched an Internal open access CRM e-Library for users where e-books and articles are provided about several CRM topics.
Provided management with daily, weekly and monthly reports across all departments to include: sales conversion reports, customer database status, customer segmentation, marketing campaign effectiveness, targeted marketing campaign database, after-sales campaign database, …etc.
Coordinating with regional Daimler offices in terms of Customer Satisfaction Index processes.
Managing all customer contact points: Phone, Email, Website and Walk-in Processes.
Created customer journey maps for all processes across the dealership.
Crafting and managing social media strategy including implementation and operations.
Achievement:
Created and marketed the Database quality management methodology that was highly appraised by the management and DMEL and was presented in 2 regional user conferences for Autoline.
Creating and operating the CRM Department from scratch and making a difference for the management.
Creating and managing loyalty club for AMG owners in Qatar.
Getting buy-in from top management for a cross-company social media training program and successes in creating the social media presence for NBK Auto as a pilot project for the rest of the sister companies
Main Objective: Under general direction, coordinates and plans events and internal communication activities and tools to enhance communication programs within NBK and performs other related duties as assigned.
Plans, organizes, coordinates, promotes, and facilitates events for NBK holding and its subsidiaries including Product Launching, Receptions, Sponsored Events, Corporate Social Responsibility Programs and other events.
Plan and conducting internal communication initiatives.
Schedules and maintains communication with governmental, private and NBK related entities, vendors, and participants.
Coordinates and monitors event timelines; reviews and conduct evaluations.
Assists in preparing a variety of publications, materials, and programs for events to include press releases and media kits, promotional materials and other printed and electronic materials.
Coordinates participation in charitable contribution and CSR campaigns.
Acts as prime source for promotion of activities and special events.
Prepare Budget and cost allocation reports of events and other related projects. Provide financial analysis report..
Direct and manage the work activities of multiple support staff groups and satisfy the contract requirements for multiple events occurring simultaneously.
Draw and use graphic instructions such as maps, schedules, layouts, setup plans or other visual aids.
Consult with service providers such as caterers, decoration suppliers and other related companies
collect and analyze data on projects undertaken, and report on project outcomes
Review and develop administrative systems and procedures such as the event manual and events reports
Achievement:
Introduced the first of a kind internal newsletter within the organization: NBK Insider and managed the project from the initial phase till the realization and the success of this newsletter including content management, graphical design, editing and publishing.
Revamped the intranet structure and accessibility.
Responsible for the accurate creation of translated and localized English, French and Spanish content from Arabic for a variety of language projects including marketing communications materials, technical and legal publications.
Achievements
Trained and supervised temporary and new translators throughout the projects.
Participation in several special translation projects.
Marketed and Managed the incoming tours mainly from the French, English and Spanish markets and coordinating the full grid services needed to include the tourist programs, hotel reservations, transportation, touristic guidance, insurance..etc.
Translation and creating of multilingual touristic materials in French, Spanish, English and Arabic.
Managed the special Incentive groups and engineered creative programs, preparations and implementation.
Followed up the tourists' stay and insured the maximum level of service presented.
Managed operation at Queen Alia Airport regarding the meeting and assistance services of the tourists throughout the immigration and costumes formalities till their arrival and room allocation at the hotel.
Achievements:
Managed to obtain new accounts in the Spanish market and increased the flow of Spanish tourists via the company which led to increase of profits by 5%.
Created and managed the electronic monthly newsletter of the company to include; topics, editing, translation into French, designing and publishing on the company’s website
GPA of 3.75 one of the top ten students of the 2010 class. Dissertation title was "Social Media Adoption by Businesses in Qatar"
This was an integrated course to final year in License by a Scholarship from French Ministry of Foreign Affairs that I was awarded after a national competition in Jordan