وائل عودة

Job Profile:
Responsible for Customer Service Management/ Quality Assurance in the upper Gulf Region and employee development in Kuwait, Lebanon, Jordan & Egypt.
Managing Measurement & Rewards Programs - Mystery Shopping Programs and detailed action plans to improve Customer Service within the designated area.
Project Designer/ Manager for Service Level Improvement Program that supports poor-performing stores - Creator/ Author of Alshaya Success Book.
Manage Alshaya “Staff Suggestion” Program across 17 countries, with total execution and responsibility of delegating & assigning tasks to relevant subordinates.
Actively contributes to development of business initiatives relevant to brand target & projects.
Responsibilities & Duties:
Work in close relation with Management to define/implement/monitor company’s strategies and Annual Plans and targets.
Contribute to all aspects of business development - review business information, make recommendations, communicate & facilitate solutions.
select and recruit suitable Mystery Shoppers for program through in-depth interviews, retail store assessments.
 Champion the division & create a two way feedback loop with the brand teams to enhance business performance through sufficient recommendations.
 Build external networks to understand market trends & competitor activity that once fed back into central teams allows us to maintain a competitive advantage.
 Fully utilize company reporting systems to monitor brand performance & implement corrective action when necessary.
 Support training in alignment with Customer Care through in-store coaching of front-liners.
 Communication with staff for HR-related issues / grievances and follow-up on solutions.

Responsible for showrooms and employees development. Accountable for stocks, sales and budget. Actively contributes to development of business initiatives relevant to brand projects:

 Accomplishments: Achieved 160%+ on Sales Target & improved staff retention rate
 Responsible for Total showroom Management with supervision of all related tasks and activities.
 Contribute to Annual Business Plan to reflect showroom / brand positioning.
 Negotiate positioning of brand, including product ranges, stock level, development, pricing and competitiveness.
 Maximizes sales and exceeds store budgets, achieved through effective and continuous space, stock and seasonal management, and highest possible levels of customer service. Uses sales and space reports to determine correct allocation of space within store.
 Drives sales floor presentation and housekeeping/recovery principles to the highest standard by regular walkthrough and corrective action/coaching, and up to date ‘look’ to window displays.
 Ensure that all Management are well informed of the collection, advertising campaigns, promotions, sales activities & other Company projects.
 Plan and organize promotional events in a timely and systematic way, to ensure on-time delivery.
 Communicate with various departments in the business such as HR for staff-related issues and Marketing for promotional activities and Brand Operations for Management alignment.
 Actively use sales information to make business decisions to maximize sales opportunities through commerciality and outstanding customer service.
 Provide clear direction and ensure co-operation between all areas of the store team.
 Ensure Sales team deliver highest possible levels of customer service in store & that this is prioritized at all times to maximize sales.

Responsible for total brand development, spot trends, develop new lines.
Developed effective relationships & communication strategies with internal & external stakeholders.
Management of whole procurement life cycle.
Negotiation with different counterparts including overseas suppliers.
Cost Controlling and budget devising and tracking.
Track records in delivering and selling services and goods.
Responsible for staff issues, training, coaching and people management and development.
Ensure all products are in place and follow-up on stock inventory with warehouse.
Develop Customer Service and Sales strategies to increase profit and revenue.
Communicate with customers and obtain sales & customer feedback for business improvement.