General Manager Marketing & Communication & Customer care
Majid Al Futtaim Retail
Total years of experience :21 years, 6 Months
Manage an overall advertising budget of more than AED xx M with more than 30 campaigns a year
• Worked on the acquisitions of Geant from a marketing angel to the store revamping
• Drove growth through developing marketing strategies for both existing and newly launched products (through campaigns, events, PR)
• Plan advertising strategies to grow market potential and increase revenue
• Management and responsibility of company branding external and internal brand image
• Develop and deliver band strategy to target both existing and potential customers
• Developing marketing strategies for all new and existing products, business initiatives
• Develop guidelines (campaign, deco, brand etc.) that help manage all activities
• Drive content development to create a differentiated content pool for media vs competitor
• Led, implemented and rolled Net Promoter Score program across UAE in 1 year
• Worked on the launch of CCS teams at stores, and in house Contact center for 5 countries
• Develop communication plan & strategy for both external & internal stakeholders
Ensure the delivery of quality output and reporting of investor projects to SVP and top management
Ensure senior management involvement in key initiatives / decisions with investor
Create pre-negotiation session materials, including background on investor, key terms to negotiate and value at stake
Work with finance to maintain a detailed independent perspective on investor business/financials and challenge investor plans
Act as day-to-day relationship manager for subset of investors
Play supporting role in negotiation sessions, focusing on bringing supporting facts to the table
Ensure completion of KPI Reporting for all entities of Theme Parks & Resorts through on time generation, compilation and analysis of KPI Reports
Ensure quality of Performance Review (Deep dives) discussions for Theme parks & Resorts
Define KPI Targets for each entity on (financial, project mgmt & recruitment)
Introduce adopted Initiatives to improve the Corporate Planning in 2008
Develop TOTs’ for all parks
Strategic Change Manager
Creating world class sales and service experience, competencies, behavior, activities processes, tools and framework across designated channels.
Ensure the creation of a robust platform for the transformation from the current uni focused Product pushing culture to a customer needs based culture focusing on providing solutions which solve customer’s needs and problems.
Plan, organize, facilitate and imbed, new sales and service culture, via formal and informal skill and behavioral transferring activities across designated channels and functions, including on the job facilitation, accompaniments, and coaching, mentoring, measuring and corrective actioning of the cultural change.
Develop and implement the sales and service cultural change plan, though training and imbedding of new behaviors, skills and activities to deliver Mashreq Experience in line with Mashreq Vision and Brand value.
Develop, train, coach; mentor all sales staff from Channel leader to front line sales professionals to implement the required sales and service behaviors.
Branch Manager
Achieve assigned target (volume/ portfolio/ cross sell) for the branch.
Managing average cash holding for the branch as per assigned limit.
Contribute towards achieving customer satisfaction target while role modeling superior standards to branch staff.
Maintain a high level of the branch image.
Improve branch staff satisfaction results through: Team building, staff motivation and coaching.
Coach, develop, and delegate authorities to deputy.
Ensure adhere to standard operation procedures & AML procedures.
Minimize operational loss, and assure low risk rating
Perform complex transactions, investigations, meeting customer needs and overall supervision of staff/ branch activities
Performing report and audit checks to ensure that the highest levels of controls are maintained and that all activities are in compliance with the bank’s policies & the Central Bank’s regulatory procedures
Track the staff sales target and measuring their daily performance.
Develop, initiate, maintain, and revise policies and procedures manuals for the general operation of the Distribution products.
Act as a channel of communication to receive and direct compliance issues to appropriate resources for investigation and resolution
Managing the customer services area in terms of enquiries, complaint resolution, and investigation and follow up of all customer/ branch issues.
Periodic Reviews, Audits & Self-assessment of all risks across the activities performed and monitoring the same.
Managing the customer service area and a team of 4 staff in terms of performance and work wise.
Handeling all customer service enquires
Worked in the operations team, clearing, telex, and credit teams.