Independant Consultant
Freelance
Total years of experience :16 years, 5 Months
Taking on diverse Consultancy-based projects in Operational Strategy and Restructuring/ CRM/ Loyalty Marketing. Identifying areas of the business model that could be improved, strategizing how that improvement could be executed to optimize business performance and positively impact the bottom line and meet client objectives.
Sample projects:
Operational Set-up & Launch of Privilege Club for Centara Hotels & Resorts - Thailand - Mar 2019
Operational Structuring for Kaizen Firm - MENA Region - June 2020
Ensured strategic overview of the business and market opportunities across departments.
- Established and implemented company policies, directed and coordinated all divisional department activities to develop long-range goals that meet business profitability and growth objectives; in-line with manufacturer guidelines.
- Championed the relationship with the manufacturer and guaranteed that manufacturer brand guidelines and best practices were followed.
- Allocated and optimized use of resources, re-evaluated business processes and procedures (SOPs) to maximize operating efficiency.
- Assisted in determination of staffing requirements, selection, hiring, and induction of employees.
- Developed budgets and monitored departmental adherence to ROIs.
- Analyzed activities, costs, operations and forecasted data assessing progress of the different projects towards agreed goals and objectives.
- Celebrated achievements and continuously reviewed necessary changes to goals and objectives based on market conditions.
- Strengthened relationships with clients, ensured needs are met and with highest customer satisfaction.
- Shaped the direction of marketing approach to achieve strategic brand objectives, and managed advertising agencies in implementation to ensure alignment.
- Engaged in the development, customization and implementation of a new ERP system for the company.
- Contributed to the overall direction, goals and objectives of the business as a member of the steering committee.
Regional Operations - Middle East
Managed portfolio across Jordan, Oman, Kuwait & Egypt. Profitably directed all operations of the different loyalty programs in the region. Steered the relationship with leading partner hotels (IHG - InterContinental Hotels Group/ Mövenpick Hotels & Resorts/ Hilton Hotels & Resorts/ Shangri-La Hotels and Resorts) connecting them and affluent guests globally via tailored premium loyalty programs, increasing their business by creating databases of local and global customers.
Operations Manager - Jordan
- Provided leadership and strategic development to all regional offices and outbound call centers.
- Directed and implemented industries’ operational best practices.
- Effectively recruited, trained, developed and motivated a team of sales managers and program managers.
- Rendered active support to maximize sales.
- Developed and executed tactical plans and data base management, to ensure efficiency, productivity and profitability of new sales and renewal program targets of each hotel program.
- Managed remote locations and multi-cultural staff and conducted regular visits/audits of all programs.
- Trained hotel staff on hotel program.
- Recognized and acted on new opportunities consistent with strategy.
- Built a positive working atmosphere throughout the region.
- Ensured adherence to Administration, Finance, and HR policies and SOPs.
- Contributed to the company’s growth and market dominance.
Program Sales Manager
- Ensured efficiency, productivity and profitability of the loyalty program.
- Managed financial functions and the smooth operation of the program, and data mining, segmentation and lead management.
- Maintained client relations and development of business growth, with the introduction of existing and new contacts within the hotel, recreational and leisure industries, and assisted with the nurturing of resulting relationships with the aim of business generation.
- Development of business strategies and tactics based on local knowledge either held or acquired in pursuit of the HMC’s goals and objectives.
- Organization, advertisement, research, promotion, and development of hotel and hospitality marketing schemes.
- Set up, administration, control and after sales service of hotel and hospitality marketing programs.
- Recruited, trained and managed a call center with a team of telemarketers on an on-going basis in order to achieve the forecasted sales results within the allocated time and budget levels.
- Designed and led internal competitions, aimed at motivating staff and generating higher volume of sales.
Help set the strategic and operational direction through management of internal resources, the selection and oversight of the overall strategy and appropriate solutions:
- Re-engineered, set-up CRM according to industry best practices and implemented General Motors’ Standards.
- Developed and maintained CRM business case and road-map in collaboration with regional teams.
- Setup the infrastructure and information flow to support Sales, After-sales and Marketing.
- Decided on appropriate technology and other resources to maximize CRM effectiveness, and oversaw the customization and implementations of Microsoft CRM software.
- Led the project of data cleansing, centralization and segmentation across the company.
- Prioritized requirements for tools and processes to improve support and drive projects within and across the company.
- Led and supervised the CRM team, implemented methodologies to improve CRM performance and monitored CRM metrics.
- Managed customer cycle and captured “Voice of Customer” that was instrumental in developing and implementing the Integrated Customer Communication Calendar and overall business strategy.
- Planed, implemented, and obtained metrics and customer satisfaction trends; prepared insight reports for top management and regional office.
- Ensured communication strategy is defined and implemented effectively and relevantly.
- Developed feedback and complaint procedure for customers to use and managed customer escalations, customer incidents, service clinics and marketing campaigns.
- Founded the “Chevy Community” a club that allowed owners to interact through periodical events, with educational customer orientations and service clinics, spreading brand awareness and pride of ownership.
Majoring in Machines and Power Management