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Ziad Al Sharif, Marketing Manager

Ziad Al Sharif

Marketing Manager·Jameia Dot Com

Kuwait

Master's degree, General and Strategic Management

Work experience

Total years of experience: 25 years, 4 months

Marketing Manager

April 2024 - Present

Jameia Dot Com

Al Kuwait, Kuwait

April 2024 - Present

• Enhance marketing actions, processes, and strategies to drive revenue growth

• Adopt cross-functional collaboration to promote the company's products and services effectively

• Generate critical insights, and monitor the performance of marketing actions
Company industry:
Internet & E-commerce
Job role:
Marketing and PR

Manager, Customer Experience, Strategy & CLM

April 2023 - April 2024

stc Kuwait

As Salimiyah, Kuwait

April 2023 - April 2024

• Build a Tableau customer experience dashboard, monitoring touchpoints, and key experience drivers.

• Create a customer experience index by identifying KPIs, documenting definitions, and automating the generation process.

• Manage the planning and execution of customer satisfaction surveys (CSATs), and ad hoc surveys.

• Enhance customer experience in vital areas by strategically employing insights from the customer experience dashboard.
Company industry:
Telecommunications
Job role:
Management

CVM Consultant, CVM, Strategy & CLM

March 2020 - April 2023

stc Kuwait

As Salimiyah, Kuwait

March 2020 - April 2023

• Led the establishment of the "Next Best Action" program, targeting customers with tailor-made offers.

• Orchestrated marketing elements (scripts/artwork, technical setup, targeting criteria, processes) with stakeholders.

• Authored the customer experience manual, outlining department establishment, functions, processes, and tools.
Company industry:
Telecommunications
Job role:
Management

Customer Lifetime Value Manager, Marketing Department

June 2017 - March 2020

STC Kuwait

As Salimiyah, Kuwait

June 2017 - March 2020

• Led end-to-end management, planning, and establishment of customer value management campaigns/programs.

• Designed and streamlined the campaign management process.

• Conducted in-depth customer base analyses, and partnered with a consultancy firm to develop advanced analytics models.
Company industry:
Telecommunications
Job role:
Marketing and PR

Customer Insights Manager, CRM and Digital

April 2016 - June 2017

M. H. Alshaya Co.

Al Kuwait, Kuwait

April 2016 - June 2017

• Managed insights, analyses, campaigns, and performance reports for a portfolio of critical brands across multiple sectors.

• Designed and implemented cross-functional PRIVILEGES club offer creation process.

• Segmented the customer bases, and coordinated the execution of CRM and PRIVILEGES club loyalty campaigns/offers.
Company industry:
Retail & Wholesale
Job role:
Management

Program Manager, Campaign Management

April 2015 - February 2016

Ooredoo

Al Kuwait, Kuwait

April 2015 - February 2016

• Established end-to-end campaign management process, leading to higher efficiency and incremental revenue growth.

• Identified business opportunities and monetized them through retention, cross-sell, and up-sell campaigns/programs.

• Managed the planning and execution of various campaigns from different stakeholders.
Company industry:
Telecommunications
Job role:
Management

Program Manager, Customer Retention

October 2010 - March 2015

Ooredoo

Al Kuwait, Kuwait

October 2010 - March 2015

• Established and executed a customer retention program and strategy for prepaid and postpaid segments.

• Designed and executed programs and processes to retain and protect high-value customer segments.

• Initiated regular retention campaigns and loyalty program-related campaigns.
Company industry:
Telecommunications
Job role:
Management

Team Leader, Churn and Loyalty Management Support

June 2008 - September 2010

Wataniya Telecom

Al Kuwait, Kuwait

June 2008 - September 2010

• Generated intelligence and prepared targeted customer lists for retention campaigns.

• Built full segmentation of customer bases, and provided business interpretation.

• Authored RFP for a loyalty rewards program, and participated in the evaluation of vendors’ proposals.
Company industry:
Telecommunications
Job role:
Management

Analyst, Management Information Systems (MIS)

February 2005 - May 2008

Wataniya Telecom

Al Kuwait, Kuwait

February 2005 - May 2008

• Led the RFP process to select the best data mining tool, and developed churn prediction models for customer retention.

• Created integrated customer DNA analytics, and conducted segmentation, providing insights and recommendations to top management.

• Built and deployed cross-sell/up-sell models and campaigns to increase revenue, and improve customer lifetime value.
Company industry:
Telecommunications
Job role:
Marketing and PR

Analyst

January 2001 - February 2005

Federal Government of Canada

Canada

January 2001 - February 2005

• Participated in the entire Development Life Cycle, leading to the successful implementation of new information system modules.

• Managed survey data loading, ensuring data accuracy, and developed a comprehensive testing strategy for new systems and modules.

• Authored documentation, and utilized Cognos business intelligence tools to enhance data visualization and analysis capabilities.
Company industry:
Public Administration
Job role:
Information Technology

Education

Maastricht School of Management

April 2011

April 2011

Master's degree, General and Strategic Management

Netherlands

GPA (percentage): 82%

GPA (percentage): 82%

MBA Thesis: Examined in depth critical topics including customer retention, customer loyalty, customer value management, customer experience, customer centricity, trust, commitment, and satisfaction as it relates to the telecom sector in Kuwait.

Saint Mary’s University

December 2000

December 2000

Bachelor's degree, Computing Science and Business Administration

Canada

GPA (point): 3.96 out of 4

GPA (point): 3.96 out of 4

Conferences/Workshops Attended: • Double Digit Growth Workshop, Kuwait, 2015 • Churn and Loyalty Conference, Berlin, Germany, 2009 • Business Intelligence Seminar, Kuwait, 2007 • Extreme Data Mining Conference, Paris, France, 2006 Other Trainings and Certifications: • Google Analytics Qualification/Certification, 2017 • Performance Management & Evaluation, 2014 • Introduction to IBM Unica Campaign, 2014 • IBM Unica Campaign Administration, 2014 • Introduction to IBM Unica Marketing Operations, 2014 • IBM Unica Marketing Operations Administration, 2014 • Geo Marketing, 2012 • Customer Experience, 2012 • Siebel Loyalty, 2010 • Statistical Package for the Social Sciences Course, SPSS, 2010 • Managing Projects, George Washington University, 2008, 2009 • Reporting and Dash Boarding, 2008 • Data Mining, 2005 • MS Project, 2004 • Advanced Access and Excel, 2003/2004 • SAS (Leading Analytics Solution), 2001/2002/2003 Recognition/Awards: • Recognition Certificate – iPhone 6 launch, 2014 • Appreciation Certificate – Saver Program Training, 2013

Skills

Business Intelligence And Analytics
Expert
Business Intelligence And Analytics
Expert
Campaign Management
Expert
Campaign Management
Expert
Customer Value Management
Expert
Customer Value Management
Expert
Customer Retention
Expert
Customer Retention
Expert
Customer Loyalty
Expert
Customer Loyalty
Expert
Program/ Project Management, Marketing, Customer Loyalty, Customer Retention, Churn Management
Expert
Program/ Project Management, Marketing, Customer Loyalty, Customer Retention, Churn Management
Expert
Strategic Analysis, Business Intelligence, Campaign Management, Segmentation
Expert
Strategic Analysis, Business Intelligence, Campaign Management, Segmentation
Expert
Customer Life Cycle Management, Revenue Stimulation, Customer Value Management, Customer Experience
Expert
Customer Life Cycle Management, Revenue Stimulation, Customer Value Management, Customer Experience
Expert
Data Mining, Data Warehouse, Relational Database, Management Reporting
Expert
Data Mining, Data Warehouse, Relational Database, Management Reporting
Expert
Leadership, Critical Thinking, Analytical, Decision Making & Problem Solving Skills, Motivation
Expert
Leadership, Critical Thinking, Analytical, Decision Making & Problem Solving Skills, Motivation
Expert
Communication, Networking & Interpersonal Skills, Ability to Work Under Pressure, Team Playing
Expert
Communication, Networking & Interpersonal Skills, Ability to Work Under Pressure, Team Playing
Expert
System Analysis, SAS, SPSS, KXEN, Teradata, Data Mining, MS Project, Excel, Access, Microstrategy
Expert
System Analysis, SAS, SPSS, KXEN, Teradata, Data Mining, MS Project, Excel, Access, Microstrategy
Expert
Customer Relationship Management, Advanced Analytics, Prediction Models, Cross Sell, Up Sell
Expert
Customer Relationship Management, Advanced Analytics, Prediction Models, Cross Sell, Up Sell
Expert
Customer Loyalty
Expert
Customer Loyalty
Expert
Customer Retention
Expert
Customer Retention
Expert
Customer Value Management
Expert
Customer Value Management
Expert
Campaign Management
Expert
Campaign Management
Expert
Business Intelligence And Analytics
Expert
Business Intelligence And Analytics
Expert

Languages

Arabic
Expert
English
Expert