Director Sales & Operations
Viva
Total years of experience :32 years, 10 Months
Viva is the leading mobile telecom provider in Bahrain.
Director Retail Sales and Operations
Responsible for generating superior sales activities, enhance Retail Operations and Customer Experience.
• Lead, manage, develop and motivate a team of 200 staff, overachieved sales target by over 20% by introducing new commission plan and incentive programs, improving training programs and by introducing key initiatives to reduce waiting and transaction time.
• Improved system efficiency and performance optimization and introduced customer experience initiatives contributing to improve the NPS score by 15%.
• Refined store design and introduced key retail merchandising components that contributed to improved product visibility and overachieved target of mobile Broadband and accessories by over 50%.
Director Retail Sales and Franchises
Responsible for the Retail and distribution strategy for Own stores, Kiosks, Shop-in-Shop and Franchises channels.
• Selected over 60 PoS locations, designed Retail concept and merchandising programs, customer journey and customer experience for each concept, defined budget, targets, KPI’s and commission plan.
• Recruited over 150 retail staff and contributed to the development of training modules for launch readiness.
• Identified and recruited over 2, 500 PoS for the Indirect channel, defined the visual identification and implementation.
Du is the 2nd telecom operator in the UAE, offering Mobile, Internet, TV and Fixed Line services to over 5m subscribers
Design and implement initiatives to improve the Customer Experience
• Developed a strategic partnership with Vodafone Group UK for the implementation of new customer experience concepts at retail level.
• Introduced an improved commission plan that contributed to an increase in customer satisfaction of 15%.
• Introduced new merchandising support and training materials that contributed to an increase in sales of mobile broadband by 100% and mobile handsets by 50%.
• Led a team of 10 project managers implementing product launches, change management and processes and system improvements.
Responsible for a cross-functional team which supported Retail / Indirect, Consumer and Enterprise sales.
• Led, coached and developed a team of over 70 people in 8 departments, supporting sales activities including channel management, operations, merchandising, training, commissions, budget, forecast, reporting, quality assurance & project management, dealers support desk and documents management.
• Designed incentive/training programs for Retail/Indirect sales channels contributing to increase sales by over 35%.
• Managed multi-functional teams which launched over 300 products and services.
Vice-President Sales - MENA/Asia
Responsible for sales within the MENA and Asia regions and the overall operations of the Dubai office.
• Developed business plan, partnerships and distribution agreements with mobile operators and phone distributors.
• Devised innovative sales strategies and implemented tactical plans to achieve long-term business goals.
• Liaised with engineering and product development teams for the launch of new products.
Senior Consultant - Thuraya Satellite Telecommunications
• Led a multi-functional team and developed the strategic and operational plans for the launch of new satellite mobile phones for the mass market and presented recommendations to C-level management.
• Developed Indirect channel distribution plan, forecasts and account plans by country and territory and built trade presentations; contributing to a 40% increase in sales against target.
• Advised the supply chain management team of opportunities to improve operations and distribution
OTT is the 1st private GSM operator in Tunisia with over 6M subscribers.
Director of Retail Sales and Business Development;
Responsible for the Retail channel, Franchises and Business Development.
• Defined, developed and implemented the strategy for the re-launch of Retail stores (on time and on budget) including initial concept definition, POS locations, real estate management, business plans, budgets, forecasts, target setting, staff recruitment and suppliers management.
• Managed and motivated a team of over 160 employees including store managers, sales representatives and the back office support team by introducing coaching skills, sales training and incentive programs.
• Developed the strategic plan and operational actions for the launch of handsets & accessories with +200% increase vs initial objectives.
• Launched an innovative new franchise model that contributed to increase productivity and a lower cost of acquisition by 20%.
Responsible for channels distribution, operations, merchandising, commissions, planning, forecasting, budgeting, reporting, training, communication, supply chain and back office support.
• Devised a distribution and stock replenishment program for Retail and Indirect partners that contributed to improved efficiency and reduced delivery time by over 50%.
• Developed and implemented a new corporate visual identification and merchandising program for the Retail channel and to over 500 indirect partners and 5, 000 prepaid card dealers.
• Also, developed and introduced staff incentive programs, training material and worked closely with the marketing department for the introduction of new products and services.
COGECO CABLE INC, Montreal, Canada 2002 - 2004
Cogeco Cable is a leading TV and High Speed Internet provider with over 1.2M customers and $500M revenues.
Director of Sales
Responsible for the Indirect channel Retail distribution, Direct Sales Force, Call Center and Outbound Telemarketing. Develop and implement sales plans, increase customer base, reduce churn and increase profit margins.
· Consolidated the number of Retail Partners and re-structured the merchandising and compensation plan which contributed to increase sales by 30% in this channel.
· Selected, trained and guided a new Door-to-Door agency that contributed to 20% increase in sales, 12% increase in ARPU and reduce cost of acquisition by 15%.
· Implemented market segmentation plans, introduced sales scripts and sales training at Call Center, developed and launched innovative and effective sales incentive programs which resulted in a sales increase of 25% for this channel.
MICROCELL TELECOM INC. (Fido Solutions), Montreal, Canada 1998 - 2002
Microcell is the first GSM wireless service provider, in service since 1996, with over 2.5M subscribers.
National Sales Channel Manager - Indirect channel
Responsible for sales and marketing activities. Developed effective interactions with regional offices and other functional teams. Launch new products, consumer promotions, merchandising materials and incentive programs.
· Developed strategic and operational plans with over 4, 000 Retail Partners and Wholesalers for the launch of the first mobile prepaid service in Canada overachieving objectives by more than 40% in its first year.
· Developed and implemented innovative distribution partnerships with Canada Post Corporation and 7-Eleven convenient stores with a combined network of over 1, 500 locations becoming the two largest accounts in Prepaid vouchers.
· Created an Account Management Program to support account managers in forecasting, budgeting and performance analysis which contributed to savings of over $1M in trade spending.
COLGATE-PALMOLIVE CANADA, Toronto, Canada 1994 - 1998
Product Manager, Liquid Dishwashing & Fabric Care Category 1995 - 1998
Develop and implement marketing plans and formal reviews. Manage business operations including market and competitive analysis, forecasting, P&L management and budget control. Prepare advertising brief, promotion and merchandising strategies.
· Achieved record high market shares of 32% on Palmolive Liquid Dishwashing while capturing the #1 market leadership position.
· Relaunched Javex Stain Away, which led to a brand record high market share of 25% and improved brand profitability by 15%.
· Relaunched Arctic Power detergent developed and implemented a Fabric Care promotion, which overachieved shipments by 20%.
· Winner of the Colgate-Palmolive "Best of the Best Award" (1996).
National Sales Planner / Trade Marketing 1994 - 1995
Manage the overall activities of sales planning and forecasting, trade marketing, consumer promotions and training programs. Develop new product launches through key account presentations, trade materials, merchandising strategies and samplings.
· Responsible for training sales teams on new products, profitability and competitive advantages which resulted in increased sales of 12%.
· Provided strategic direction and recommendation to the retail sales team based on volume, profit margin and trends.
· Managed the reporting of forecasts, sales and budget.
PROCTER AND GAMBLE INC, Montreal, Canada 1990 - 1994
Account Executive 1993 - 1994
Develop and manage business plans and retail operations for Provigo Distribution Group with sales of approximately $35M through category management, introduction of new products, promotions, control of spending and participating in trade shows.
· Developed and implemented business plans for multiple banners, resulting in 14% year-on-year sales growth.
· Introduced numerous new products and increased shelf distribution with new plan-o-grams for health, beauty and baby-care categories.
· Organised and managed regional trade shows.
Account Manager 1990 - 1993
Responsible for a territory of over 120 stores. Build and manage business relationships with national and regional accounts by distributing and selling new products and promotions.
· Doubled the sales (from $5M to $10M) at Metropolitan Stores by introducing over 100 new products, developing plan-o-grams, improving distribution and creating a strong partnership with the client.
· Winner of Procter & Gamble “President’s Club Award” (1993).