ALI BIN ALI

- Design and manage a top-notch CX function, Loyalty programs and Customer Satisfaction Programs on Divisions levels and Group level
-Channel Strategy: Develop and implement comprehensive CRM strategies for SMS Email WhatsApp and Push Notifications aligning them with the overall marketing and business objectives across all markets. Focus on acquisition engagement and reactivation
-Campaign Management: Plan, execute, and optimize CRM campaigns, including personalized messages offers and promotions to increase customer engagement and conversion rates
-Segmentation and Targeting: Analyze customer data to create targeted customer segments ensuring relevant and timely communication
-Automation: Implement marketing automation tools to streamline and optimize CRM workflows including customer journey mapping and automated responses
-A/B Testing: Continuously test and optimize messaging content subject lines visuals channel timing and frequency to improve open rates, click-through rates, and conversion rates
-Data Analysis: Monitor and analyze CM performance metrics, such as conversion rates, and customer retention, to make data-driven decisions and identify areas for improvement
Technical ownership: Own the CRM tool and to end being sure all available resources/features are being used and also requesting support from tech team when needed
-Team Management: Lead and mentor dedicated CRM resources providing guidance training and performance evaluation to achieve departmental goals
-Collaboration: Collaborate closely with cross-functional teams, including marketing, IT, and customer service, to align CRM efforts with broader business goals and get resources (content, assets, etc)
-Reporting: Prepare regular reports and present findings to senior management, providing insights and recommendations for enhancing CRM strategies
-Stay Informed: Keep up-to-date with industry trends and emerging technologies in CM and customer engagement to propose innovative solutions and strategies

Group CRM Lead

Ali Bin Ali Luxury - Galeries Lafayette Doha - Ali Bin Ali Fashion - Monoprix Qatar - Ali Bin Ali Hospitality - Ali Bin Ali Medical - Ali Bin Ali FMCG - Ali Bin Ali F&B - Sports Gate.

1- Design and manage a top-notch CX function and loyalty program.
2- Understand Business Units' needs and analyze customers’ data to develop a relevant CX strategy aiming to enhance customer experience, satisfaction, and loyalty to become a corporate competitive advantage.
3-  Be the guardian of the GROUP customers’ database and make sure it is constantly updated and clean.
4- CRM & Digital campaigns' Planning, Execution, and Analysis.
5- Recommend measures and conduct training accordingly to enhance customer satisfaction in the Group’s Retail stores
6- Generate continuous executive reports covering areas that include: database growth progress, and customer service analysis.
7- Conducting training sessions to the company’s retail sales staff to provide the best customer service, practice advanced and professional sales techniques and deal with all types of customers.
8- Handling and executing corporate marketing projects and E-commerce.
9- Manage projects’ development liaising with our third-party CRM partner " Oracle" and measuring progress and return on value.

Group CRM Senior Specialist

Holdal - Abou Adal Group

CUSTOMER DATA EXCELLENCE
DATABASE MANAGEMENT:
Prepare relevant databases as per Brand/Business Managers campaign brief. 
Diagnose any issues with CRM or other business intelligence systems and liaise with our CRM partner and the IT to resolve them.
Handle the Beauty department forms data management.
B) CRM FRONT-END MANAGEMENT (CUSTOMER REACH EXCELLENCE) 
1- CRM CAMPAIGNS:
 Based on campaigns objectives, support business managers in preparing appropriate customers database.
-Implement CRM campaigns including SMS, mailing, emailing etc.
-Analyse and report the CRM campaigns outcome and return on investment and provide sound recommendations and learning to brand managers.
2- COMPANY CALL CENTER:
-Answer customer complaints and inquiries and liaise with the concerned department to provide the needed solution.
3- LOYALTY PROGRAM:
Follow up on branches’ implementation of our Retail Loyalty Program and dispatch Loyalty Cards when needed.  
4- CUSTOMER SATISFACTION:
Mystery Shopping: Implement the in-house mystery-shopping wave at least twice a year.
Customer Satisfaction Survey: Prepare and execute Customer Satisfaction surveys.
Analyse customer’s journey and monitor/report customer’s satisfaction key indicators including recommended way forward.
5- REPORTING & ANALYSIS:
Prepare Healthcare Claims Reports every quarter to facilitate the analysis of claims’ sources and solutions per brand.
Prepare Mystery Shopping reports in order to enhance our customer’s journey and experience in our retail shops.
Prepare loyalty reports every quarter and share them with the concerned managers.
Draft reports including corrective actions and share them with the CRM Manager.
C)CRM PROJECTS’ DEVELOPMENT: 
Manage projects’ development liaising with our third-party CRM partner and measure progress and return on value.
Support the CRM manager with complex projects, including pilot tests and assist in design thinking solutions.

Customer Experience Specialist 

1-Database Management and CRM Campaign Implementation:
Update and clean the database of clients based on the internal procedure when needed.
Prepare relevant databases as per Brand Manager's campaign brief. 
Implement CRM campaigns including SMS, mailing, emailing, etc...
Review campaign results and clean databases accordingly. 
Prepare and execute Customer Satisfaction surveys, reports, and give recommendations and develop a sound action plan. 
2-Call Center Operation:
Answer customer complaints and inquiries and close on requests based on the internal procedures.
Proceed with calling the customers to get requested details (personal information, events attendance).
3-Ads Monitoring:
Monitor and scan the group's press ads on a monthly basis in order to make sure advertising and PR plans are executed correctly.
Prepare value tables estimating the value of free PR coverage on a monthly basis. 
Prepare media booklets at the end of the year for all departments.
Prepare monthly reports on PR coverage in order to ensure all brands are properly covered. 
4-Loyalty Program:
Prepare loyalty reports every quarter and share them with the CRM Manager. 
Follow up on branches’ implementation of the Retail Loyalty Program and dispatch Loyalty Cards when needed. 
5-Perfumes and Cosmetics Department CRM:
Prepare Perfumes and Cosmetics department CRM reports.
Handle the Perfumes and Cosmetics department forms data management. 
6-Internal Communication :
Implement the internal communication campaigns on Intranet, WhatsApp group, and TV screens. 
7-Mystery Shopping:
Implement the in-house mystery shopping wave twice a year.
Prepare Mystery Shopping reports and share them with the CRM Manager.
8-Pharmaceutical Claims Reports:
Prepare Pharmaceutical Claims Reports every quarter in order to facilitate the analysis of all claims’ sources and solutions per brand.
9-Marketing Invoices Processing:
Manage the accurate implementation of the Marketing Invoices Processing exercise.

CRM Officer 

Counter Manager

Aroma All About Beauty

Role profile: Fully in charge of leading and of creating a high performing retail environment offering best customer experience. Understand and analyses the sales and all key indicators of my departments. Managing sales and interacting with buyers.

Key performance:

	Maintain a strong floor presence to drive selling efforts.
	It sets specific and achievable individual targets.
	Acts as a leader and motivator to the sales team by modeling, training, coaching and rewarding selling behaviors.
	Conduct regular performance reviews; coordinate with training manager to identify training needs and follow-up on development plans.
	Have a deep knowledge of product and service.
	Analyses results: sell-through, brand and product analysis, footfall, conversion rate, brand ranking, and profit.
	Monitors on a monthly basis all basic retail indicators (SALES, UPT, and AVERAGE).

Store Manager

M. H. Alshaya Co.

Assist manager, lead by example to maximize store contribution through exploiting every opportunity to drive sales, reduce stock loss, capitalize on merchandising opportunities and maintain cost controls. Support the store manager to deliver a highly developed and motivated team whilst ensuring individual, and store compliance with all company policy and procedure, audit, and country law. Act as the manager in charge in the absence of store manager.
Key performance:
	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 management and store teams
	Ensure sales team deliver the highest possible levels of customer service in store
	Ensure the store consistently reflects the highest possible standards of merchandising
	Ensure the best and worst selling lines are correctly positioned
	Accurately and efficiently communicate any stock issue
	Ensure shop floor cover is planned to have the right people in the right place at the right time.
	Encourage and develop visual merchandisers to deliver the highest possible standards of visual impact
	Be aware of the current season trends and visual layout.
	Responsible for ensuring that the team complies with all company procedures, processes, and guideline

Asistant Store Manager

Sales Associate

Experienced in Marketing, CRM, Loyalty Programs, Internal communications, Sales, and Customer Service
Skilled in Brand Marketing, Negotiation, Events Management, Customer Experience, Public Relations, Social Media, Advertising, and Problem Solving.
Strong professional with a degree in Public Relations and Communication, specializing in Marketing, Loyalty Programs, CRM software, and Customer Experience.

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