Senior Research & Development Executive
Union Cooperative Society
Total des années d'expérience :17 years, 2 Mois
• Projects manager for all Market research studies conducted in the company including: Customers Satisfaction, Employees Satisfaction, Mystery Shopper studies and Suppliers Satisfaction while assuring its compliance with EFQM excellence model
• Initiated benchmark, best practice and market share studies.
• Developed customer service strategies while balancing firm objectives with customer satisfaction maximization.
• Identifying the research needs based on business plan
• Analysed the researches outcomes and investigated new growth opportunities and following up to ensure implementation of corrective actions.
• Customize communications of research findings
• Review the financial aspects of projects development, such as budgets, expenditures and research and development appropriations.
• Worked with the Business Excellence team to submit the applications for Business Excellence Awards (Ex: Mohamed Bin Rashid Al Maktoom business Award, Corporate Social Responsibilities Label "CSR Label", Dubai Service Excellence scheme, Dubai Quality Award, …) with yearly achievements of multiple awards such as: the prestigious Sheikh Mohammed Bin Rashid Al Maktoum Business Award 2015, maintaining the CSR label for four consecutive years, etc...
• Directed the Performance Appraisal System for the whole company including setting employees targets and objectives
• Collaborated with Smart Services Team to implement innovative ideas for the new smart branch (ex: Smart Mobile App, In Store Navigation service, Shopper Valet Service, ...)
• Analysed staff training needs and areas of developments and initiated new training materials.
• Specialist in Quantitative research projects and provide research methods consultation
• Analysed key aspects of the researches to evaluate the factors driving results and summarized results into presentations.
• Implementing on different kind of surveys: CATI surveys, online surveys, Business To Business, Face To Face and Mystery Shopping.
• Optimize research approach by working with key stakeholders
• Integrating with key members of research and analysis teams
• Leveraging primary and secondary research to drive deeper customer understanding
• Perform researches to figure out future market trends
• Specialist in applying the EFQM excellence model and the Dubai governmental excellence program (DGEP).
• Preparing a comprehensive action plan and corrective actions reports.
• Working with the business consulting team in benchmark studies.
• Handle the entire project including: Preparing the proposal, Designing the questionnaires, Briefing and Supervising the fieldwork, Analysing the data & Preparing the comprehensive report with the action plan and the corrective actions and finally Presenting the findings to the client.
• Directed Qualitative and Quantitative surveys for customers and employees satisfaction and needs
• Specialist in working on Dubai governmental excellence program (DGEP).
• Boosting Company Sales and reputation by providing training Courses for customer service employees on the best practices and the international standards of serving the customers.
• Handling several governmental sector projects that have been rewarded to the company where my scope of work was:
1. Preparing the proposal for the client
2. Designing the questionnaire
3. Supervising the fieldwork: conducting briefing session for the fieldwork team and then supervising the fieldwork during the data collection process
4. Analyzing the data & preparing a segmented excel report.
5. Preparing comprehensive report with the study findings and clear recommendations and Corrective action required