Regional Marketing Manager
M.H Alshaya Co
Total years of experience :20 years, 9 Months
Developed Marketing strategy and business plan setup for the Fast Casual Brands.
Developing & executing regional marketing calendars for Fast Casual brands with an extensive team.
Involved in New Market and local launches for Potbelly and PizzaExpress brands.
Managed & launched digital campaigns related to branding, product innovation & tactical for the brands.
Strong top line sales and bottom line profit driver with various marketing initiatives
Deployed New Product strategy and development for the brands in the region.
Responsible for development of brand management strategy.
Launched home delivery programs for PizzaExpress, Potbelly & Pinkberry.
Developed home delivery plan for the brands with different effective marketing vehicles activation.
Host brand communication and setting marketing strategies for the region.
Part of the Alshaya Talent Pool program for leaders.
Involved in market research / intelligence. information to help set up home delivery operations for Café Supreme in the Kuwait Market.
Responsible for Café supreme Home delivery menu integration in Micros POS Team.
Set up Call Center Customer service standards in accordance to Café Supreme International.
Involved in setting Delivery KPI’s and budgets for the operating stores.
Involved in the annual budgets and man power planning for the Call Center.
Involved in Setting up Home delivery menu integration with Talabat.com.
Responsible for Integration process of the Analog lines to Digital customer recognition software Call Center System
Responsible for development of brand management strategy to position each brand advantageously in the market.
Involved in development of a pricing strategy for each brand.
Involved in market research / intelligence information to help set up brands in the Kuwait Market.
Responsible for annual advertising plan and promotional campaigns for each brand.
Involved in preparation of annual budgets with the Restaurant Managers.
Responsible for roll out and implementing of LSM Activities with Restaurant Managers at the restaurant level.
Set up the annual marketing program / calendar for each brand. Involved in implementation of action plans for market penetrations and market share augmentations.
Involved in handling Advertising agencies for creative design for ATL/BTL Campaigns and printing. Identifying customer communication activities, including advertising, media relations, collateral production and sponsor recognition.
Conducted the Customer Mania Plus program for the development of Call center agents to achieve delivery at the HOP (Hot / On Time / Prompt response) - YUM brands International program.
Setup Telemarketing program which impacted 7% incremental sales for Pizza Hut Brand.
Implementation of Complaints reduction program (EPLUS 1) reduced the bar from 85% to 97%.
Involved in 3 year Business plan of the call center inclusive of redundancy or disaster recovery plan.
Involved in the Integration process of the Symposium Express System to Symposium Call Center System.
Involved in the annual budgets and man power planning for the Call Center.
Monitored KPI’ s by conducting -Weekly /Monthly analysis & Set new records levels of KPI’ s - Service level from 85% up to 99% / Reducing abandoned calls from 4.5% to 1.23% / and Maintaining average talk time from 3sec to 4secs. Reduced Call Center operational cost by 10% & generated additional 15% delivery income.
Designed and analyzed the areas penetration report / Monitoring per grid Customer base / transactions / GCA / Frequency. Achieved customer penetration increased from 14% to 28%.
Involved in scheduling Call center agents for 24 hour operation for Pizza Hut, Burger King & Kabab-Ji.
Setup training calendar for the development of call center agents to attain new call center standards
Responsible to identify the Call Center agent areas of personal development by conducting Performance appraisals and Succession development plan.
Bachelors degree in Commerce 1998 - 2001 Masters Degree in Marketing 2005 - 2007