Middle East and India
Cartier
Total years of experience :22 years, 6 Months
• Managing the sales growth of Vertu services in the MEA region and monitor all its activity.
• Developing a comprehensive insight into Vertu consumers through direct interaction with high net worth individuals, direct CRM campaigns, POS feedback and products launch engagements.
• Negotiating opportunities with targeted service providers to develop exclusive Vertu benefits.
• Analyzing monthly operational reports, related to mobile registration ratios, membership shares, engagement rates and setting appropriate action plans for required improvements.
• Influencing strategic decisions related to Vertu technology innovation to answers client interests and expectations.
• Monitoring on-going performance of partnered suppliers.
• Ensuring concierge service is meeting predefined Service Level Agreements (SLA’s).
• Assessing constant auditing for Vertu customer service team aiming to ensure quality assurance.
• Leading and supporting a team of senior lifestyle managers.
• Training and developing Vertu representatives across the region.
• Intervening and providing effective solutions for escalated customer complaints.
• Liaising at all levels with sales and marketing to build strong relationships and maximize service success and profitability.
• Staying abreast with latest luxury trends and innovative opportunities that are being introduced to the market.
• Achievements:
• Increased client engagement rates from 20% to 70%.
• Contributed in increasing sales revenue by 25%
• Enlarged Vertu exclusive partnered suppliers by 200%
• Reduced client dissatisfaction rate by 70% through strong follow up on complaints reports
• Handled and lead PUIG Middle East training department (Main responsibility covered the following brands: PRADA, Valentino, Nina Ricci, Carolina Herrera, Paco Rabanne, and Comme Des Garcons) (PUIG - Joint Venture with Chalhoub Group)
• Managed training needs for 13 countries. (UAE/KSA/Kuwait/Qatar/Bahrain/Oman/Egypt/Lebanon/Jordan/Syria/Iran/Yemen/Palestine)
• Responsibility covered Travel Retail and Local Market of each country.
• Accountable for setting Training Plans based on TNA and Marketing strategy.
• Customized various and specific training programs depending on different market needs.
• Set effective ROI systems based on efficient measurable tools such as Mystery shopping, sales performance indicators.
• Organized and facilitated the implementation of the group yearly training seminars.
• Responsible for Training budget and Travel Expenses.
Achievements:
• Delivered and facilitated training sessions to over 1200 participants/year.
• Conducted an average of 50 training sessions/year over 13 countries.
• Provided in total 30 sessions/ FTE.
• Introduced and designed a training library consisting of 7 soft skills modules and 60 brand related materials.
• Introduced team-building workshops as a new learning culture.
• Increased training deliverables by 50% while minimizing expenses by 30%.
• Responsible for restaurants P&L performance to maximize profitability.
• Accountable for maintaining healthy stock level through efficient purchasing forecast.
• Maintained proper labor head count and productivity ratio based on business needs.
• Responsible for HR and administrative follow-ups.
• Managed efficient food service quality in timely manners.
• Successfully handled various unexpected challenges mainly issues related to airport safety and security standards.
• Lead a team of over 100 team members.
• Accountable for maintaining consistency and high quality food production.
• Achieved significant decrease in food wastage variances through efficient sales tracking, proper receiving and smart food preparation procedures.
• Introduced new processes and workflows that contributed to a smooth, consistent operation.
• Conducted periodically team performance appraisals and objectives review.
• Monitored a loss prevention program to protect company’s inventory and assets through monthly and daily sensitive inventories.
• Built and conducted successful various training modules (Service Quality Excellence, Advanced Selling Skills, Safety and Security, Front of the House, Back of the House, Train the Trainers) through a thorough TNA
• Developed departmental trainers able to manage serious brand expansion.
• Adhered to and ensured municipality standards are met with over satisfying records.
• Awarded the Intermediate British Food Safety and Hygiene Certificate (Level 3) (By the Royal Institute of public health - UK)
