Customer Service Manager

• Feb 2022 - Present

Assistant Manager Customer Services

• Feb 2021 - Present

Through my work, I'm focusing more on providing very high-quality customer service within all residential communities developed in Diyar Al Muharraq. Below is a brief of my tasks:• Leading and managing a team of customer service agents.• planning, assigning, and monitoring work tasks for optimum team efficiency.• Identifying and addressing development needs.• Formulate and implement customer service policies and procedures• Successfully implemented a new CRM software system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels.• Ensure the consistent achievement of customer service levels and standards• Resolve escalated customer service issues• Getting familiar and practicing handing over units and villas to owners• Providing weekly/monthly site observation reports to enhance all services provided within the project.• Coordinate with the other departmental heads for smooth operations

Key Account Manager

• Jan 2020 - Feb 2021

Through my work, I am looking after the eastern province malls belongs to the group, such as Mall of Dhahran - Dhahran, Nakheel Mall - Dammam and Al Jubail Mall - Jubail. And focusing on promoting the vacant shops. Below is a brief of my tasks: • Oversee end-to-end leasing activities for these critical accounts.• Assist Leasing in the development of the department's annual business plan, KPIs, budget, policies, and procedures.• Source, connect and manage the relationship with large retail groups and anchor tenants (existing and new) to continuously explore business opportunities (covering national and cross-region GLA and non-GLA specialty leasing).• Conduct end-to-end retail leasing activities specific to these large retail groups and anchor tenants, follow-up on renewals, and ensure they meet the guidelines agreed on the Development and Asset Management committees.• Conduct site visits with tenants and relays feedback to relevant stakeholders.• Issue leasing proposals to specific key tenants assigned by Leasing.• Negotiate prices within range agreed as per the pricing strategy and unit rates.• Coordinate with Legal and Finance for arrangements and payments/ revenue booking.• Coordinate with the Operations department for handover upon signing of the lease.• Re-negotiate renewals in case of significant changes in pricing and lease conditions.• Inspect units between subsequent tenants and recommend a plan of action.• Ensure Customer Relationship Management (CRM) system meets all Key Accounts Leasing needs and develop client database across the kingdom of Saudi Arabia.

Leasing Assistant Manager

• Jun 2019 - Dec 2019

(June - December 2019) Project-based.Through my work, I was focusing more on promoting the vacant shops in the upcoming significant retail development in Diyar Al Muharraq "Souq Al Baraha" and managing all channels available for the existing community service complexes in coordinating with the entire tenants. Below is a brief of my tasks:• I am finding the right concepts and business for the available retail spaces.• I am gaining extensive data on communications related to the franchise and local entrepreneurs.• I am preparing leasing offers, head of terms, and lease agreements.• I am finding the right concept according to the souq zoning area.• I am looking after the current and existing tenants in Al Noor & Al Sherooq Plaza.• I am supporting the leasing team at Dragon City Mall.• Coordinate with the other departmental heads for smooth operations.

Senior Leasing Officer

• Jul 2016 - Apr 2019

Through my work, I was focusing more on promoting the malls vacant shops and managing all channels available for the upcoming mall "Marassi Galleria" in coordinating with the entire tenants. Below is a brief of my tasks:• I am finding the right concepts and business for the mall.• We are gaining extensive data on communications related to the franchise.• I am preparing leasing offers, head of terms, and lease agreements.• I am finding the right concept, according to the mall's zoning area.• I am looking after the food outlets (Food trucks and Box Park) at Marassi beach as part of the project.• Monitoring the beach operations on daily bases. • Direct contact with international firms and prepare related marketing research and studies.• Coordinate with the other departmental heads for smooth operations.• I was maintaining a good relationship with government departments such as municipalities, EWA, and Information eGovernment Authority.

Senior Marketing Officer

• Oct 2012 - Jun 2016

1. Leasing (November 2015 – June 2016)Through my work, I was focusing more on promoting the mall's vacant shops and kiosks and managing all marketing tools and channels available in both Seef Malls (Seef District, Isa Town, and Muharraq) in coordinating with the entire tenant. Below is a brief of my tasks:• Coordinate with the other departmental heads for smooth operations.• I am finding the right concepts and business for the malls.• We are gaining extensive data on communications related to the franchisee.• I am preparing leasing offers and contracts. 2. Commercialization & Specialty Leasing (October 2014 – November 2015)Through my work, I'm focusing more on promoting the malls branding and promotional opportunities and managing all marketing tools and channels available in all Seef Malls (Seef District – Isa Town and Muharraq, in coordinating with the entire tenant and other marketing agencies inside and outside Bahrain market, also leasing and managing the kiosks available under the said malls. Below is a brief of my tasks:• Preparing branding offers and quotations.• Direct contact with Advertising Agencies, Car Agencies, Banks, and Ministries.• Coordinating exhibitions and promotional stands inside the malls.• I am finding the right concept and business for the said kiosks. 3. Events & Campaigns Management (October 2012 – September 2014)Focusing more in the Marketing and Public Relation area, through managing all the marketing activities for "The Seef Mall – Seef District & Isa Town," in coordinating with the entire tenant under the said malls. Below is a brief of my tasks:• Preparing marketing campaigns, following up on results, and continuous monitoring of competitor's behavior throughout the campaigns.• Direct contact with Advertising Agencies and press to convey, monitor, and approve any campaign, including PR activities related to press releases and all other communication with the public.

Advisory & Business Development Manager

• Nov 2008 - Dec 2010

Through my work, I have gained extensive knowledge in the area of Business Development and research, especially in the real estate market both inside Kuwait as well as outside, including Kingdom of Saudi Arabia, United Arab of Emirates, State of Qatar, Kingdom of Bahrain, Sultanate of Oman, Egypt and Jordan. Below is a brief of my tasks and duties:• Research / analyze the market and innovate new product variations while coordinating with all relevant departments to achieve MENA objectives.• Oversee and coordinate the development and launching of new products & real-estate affiliations; and manage the product profitability & operation (renting, Leasing, contract preparation, follow-up mechanism, maintenance & service provision), ensuring that strategic levels of return were achieved.• Frequently attend related forums, seminars, business receptions to learn about the latest market developments, business opportunities, and existing competitors.• Ability to structure funds and prepare their general frameworks & investment policies, Private Placement Memoranda, budgets, Ministerial & Central Bank procedures, shareholders' registers, etc.• Carry out risk assessment analysis of business tie-up and update the Management of potentially risky ventures.• Maintain systematic records for all business partners.• Coordinate with the other departmental heads for smooth operations.• Represent the Company in relationships with other real-estate/financial institutions to protect the Company's image, thereby attracting prospective business ties.

Executive Manager for Marketing & Business Development

• Mar 2006 - Oct 2008

(Subsidiary company of Kuwait Commercial Markets Complex Company)Through my work, I have gained extensive knowledge in the area of Marketing, Public Relations, and Business Development, as well as expertise in sales. Along with the entertainment-themed and leisure parks inside/outside Kuwait like Sultanate of Oman and Kingdom of Bahrain, also managing and selecting the tenant mix for some of the commercial malls and hospitality under the said Company. Below is a brief of my tasks:• Preparing marketing campaigns, following up on results, and continuous monitoring of competitor's behavior throughout the campaigns.• Direct contact with Advertising Agencies and press to convey, monitor, and approve any campaign, including PR activities related to press releases and all other communication with the public.• Coordinating exhibitions, studying proposals and raising them to our Management with recommendations.• Coordinating and attending sponsored events and exhibitions by the Company or others prepared by our vendors and clients.• Direct contact with international firms and agencies to convey, prepare the related marketing research and studies.• Studying new investment opportunities proposals within the region and raising them to our Management with a recommendation.• Gained extensive data on communications related to entertainment and franchisee.• Attended events and exhibitions related to my field in the Gulf region and the United States of America.

Assistant Manager - Business Development

• Mar 2006 - Oct 2008

Gained diversified knowledge in developing real estate projects, along with the entertainment-themed parks inside/outside Kuwait like Sultanate of Oman and Kingdom of Bahrain, also managing and selecting the tenant mix for some of the commercial malls and hospitality under the said Company. Tasks and duties included:• Studying and monitoring the tier market.• Direct contact with international firms and agencies to convey, prepare the related marketing research and studies.• Studying new investment opportunities proposals within the region and raising them to our Management with a recommendation.• Attending events and exhibitions related to my field in the Gulf region.

Marketing Executive

• Jun 2004 - Mar 2006

Through my work, I have gained extensive knowledge in the area of Marketing, Public Relations, and necessary experience in sales. Tasks and duties included:• Studying and monitoring the tier market.• Preparing marketing campaigns to follow up on results and continuous monitoring of competitor's behavior throughout the campaign.• Direct contact with Advertising Agencies to convey, monitor, and approve any campaign, including PR activities related to press releases and all other communication with the public.• Coordinating exhibitions, studying proposals and raising them to our Management with a recommendation.• We were attending sponsored events and exhibitions by the Company or any prepared by our vendors and clients.

Officer

• Sep 1995 - May 2004

1. Sept 2002 – May 2004: Credit Department / Limits ControllerGained diversified knowledge of administration work involved in preparing weekly, biweekly, and monthly reports related to the department. Also, it made the daily limits control tasks, mainly with regards to excesses over the Bank's restrictions internationally. All reports are handled in coordination with various departments within the Bank and the branches (i.e., London, New York, and Riyadh) daily. I also prepared new and amended Facility Memorandums upon the request of the credit approval committee.2. July 1996– Sept 2002: Banking Operations/Loans DepartmentI gained full understanding in dealing with Loans (short term, long term, direct, syndicated, etc.), and past-due transactions of different tenors. Familiarized with the processing of new and renewed loans, transfers, and receipt of payments, all done in coordination with departments within the main office and the branches such as Treasury, Marketing, Credit, Financial Control, and Internal Control. Also, I have been through a training program and trained our colleagues from Riyadh for almost six months.3. Sept 1995 – July 1996: Treasury Operations Unit / Foreign Exchange / Money Market Department.Understanding of FX/MM transactions, payment methods, and transferring of funds.