Business & Marketing Consultant - 2024 / Present
Consordia, CANADA
Business and marketing consulting services encompass a range of topics aimed at helping businesses achieve their goals, improve their operations, and enhance their business and marketing strategies.
Skills: Market Research, Retail, Customer Experience Consulting, Loyalty programs setup and management, Business Coaching, Customer Relationship Management setup and management, Marketing, Data-driven Decision Making, Budget Management, Project & process management, Communication and Reporting, Cross Functional Collaboration, Vendors Management, Coaching & Mentoring
Caregiving - 2022 / 2023
CANADA
Business Director - Partner - 2019 / 2021
RENOLINX Inc. - CANADA
A Toronto based design, construction and renovation company.
Skills: Project Management, Communication, Strategy Setting & Execution, Budget Management, Project & process management, Communication and Reporting, Cross Functional Collaboration, Vendors Management, Customer Loyalty.
Career & Life C0-Active Coach - 2018 / Present
CANADA
Helping individuals transform and go from where they are in life or career, to where they want to be.
Head of CRM, Data, and Analytics, MENA & SEA - Retail Division - 2017 / 2018
Al-Futtaim - DUBAI
One of the largest conglomerates in MENA & SEA
(Franchisee: IKEA, Marks & Spenser, ToysRus, ACE, Kiabi, +)
- Member of the Steering Committee implementing the group wide SAP CRM platform representing Retail.
(At the time SAP acquired Hybris Marketing and was developing it into a full fledged CRM platform).
* Led the customization of the SAP Hybris platform to meet our diverse retail business requirements.
* Managed the CRM platform pilot rollout.
- Implemented the tactical CRM platform (Interim solution) till the SAP Hybris platform is ready.
- Established and managed the CRM function, set and executed the CRM strategy supporting 60+ brands across MENA & SEA to drive sales offline/online as part of the Digital Transformation strategy.
- Managed the data analytics team offering a variety of business insights:
* 360 view of the customer
* Prospect/customer intelligence
* Customer journey across all touch points
* Segmentation models to drive the omnichannel engagement
- Tracked CX across all touch points and reported CX KPIs for continuous optimization:
* Customer Satisfaction (CSAT)
* Net Promoter Score (NPS)
* Customer Lifetime Value (CLTV)
* CX through out the journey and for each touch point
* Churn Rate
* Incremental sales (Targeted Group vs. Controlled Group)
Skills: Project Management, Communication, Loyalty programs setup and management, Customer Relationship Management setup and management, Customer Loyalty, Leadership & Team Development, Strategy Setting & Execution, Budget Management, Project & process management, Communication and Reporting, Cross Functional Collaboration, Vendors Management, Coaching, Public Speaking, Data-driven Decision Making, Customer Experience Transformation.
Regional Catalogue & IKEA FAMILY (Loyalty program) Manager - 2013 / 2016
IKEA - DUBAI
- Led the pilot rollout of the SAP Hybris CRM Platform for IKEA Dubai.
- Set and executed print media and loyalty program strategy.
- Implemented and managed the IKEA FAMILY loyalty program across three countries.
- Managed the data analytics external partner, market research internal stakeholders and IKEA global research teams.
- Launched data driven email and SMS campaigns to segmented customer database in collaboration with sales team as well as the print media, and radio campaigns across three countries
Skills: Project Management, Communication, Loyalty programs setup and management, Customer Loyalty, Leadership & Team Development, Strategy Setting & Execution, Budget Management, Project & process management, Communication and Reporting, Cross Functional Collaboration, Vendors Management, Coaching, Public Speaking, Data-driven Decision Making, Managing Agency Relationships
Catalogue & IKEA FAMILY (Loyalty program) Manager - 2003 / 2012
IKEA - CANADA
- Held multiple roles within different functions through the years:
* Customer Service - Sales - Catalogue & Distribution Manager - Catalogue & Loyalty Manager.
- Set and executed print media and loyalty program strategy.
- Implemented and managed the IKEA FAMILY loyalty program across Canada.
- Launched email/SMS campaigns targeting loyalty program members in line with the commercial calendar.
- Managed market research, brand tracking, & expansion planning with national and global stakeholders.
- Handled external vendors' relations, e.g.: translators producing the 2 languages' catalogues.
Special Projects: - Member of the IKEA Global Reference Group (Sweden) to review the revised IKEA Values.
Skills: Project Management, Communication, Loyalty programs setup, Customer Loyalty, Leadership & Team Development, Strategy Setting & Execution, Budget Management, Project & process management, Communication and Reporting, Cross Functional Collaboration, Vendors Management, Coaching, Public Speaking, Data-driven Decision Making.
Marketing & Sales Manager (Contract) - 2003 / 2004
UNICEF - CANADA
- Managed the 2003 Christmas Orange box campaign.
Skills: Communication, Training, Data-driven Decision Making, Leadership & Team Development, Project & process management, Communication and Reporting, Vendors Management
Marketing & Sales Manager - 1999 / 2002
Profcal - USA
A technology startup in the Silicon Valley.
Skills: Management, Market Research, Communication, Public Speaking, Marketing, Online Marketing, Marketing Communications, Data-driven Decision Making
Senior Marketing Executive - 1995 / 1999
Bahwan Automotive Center - FORD - OMAN
Skills: Negotiation, Customer Service, Communication, Marketing, Data-driven Decision Making
Account Manager - 1991 / 1995
Alkan Group - EGYPT
Skills: Negotiation, Communication, Sales, Data-driven Decision Making
Sales Representative - 1989 / 1990
El Nakheel - KSA
Skills: Communication, Sales, Data-driven Decision Making
