Amin Amin

• Conducting in-house research to provide valuable insights into customer satisfaction on sales transactions, customer profiling, sales follow-up and lost sales, brand health trackers, and the voice of the customer. This research informs strategic decisions and improves customer engagement. • Reporting monthly to the SUZUKI Najeeb Auto board with a comprehensive Market Analysis Report. This report includes key market indicators such as TIV market performance, brands and models performance, competition price positioning, and monitoring of competitor marketing campaigns, helping to identify market opportunities. • Monitoring SUZUKI model range sales performance and providing analytical insights to support decision-makers in setting marketing and sales strategies. This includes identifying trends and opportunities to enhance sales performance. • Maintaining Sales Performance by committing to annual business sales targets and proposing enhanced solutions to the sales team. This includes adjusting sales schemes, creating competitive financial offers, and embedding comprehensive sales packages to boost overall sales performance. • Managing all CRM activities for SUZUKI Najeeb Auto KSA, ensuring seamless customer relationship management and optimizing CRM processes to enhance efficiency and customer satisfaction across all business units. • Maintaining the SUZUKI Najeeb Auto database, acting as the main driver of project execution at all customer touchpoints within Najeeb Auto. This ensures data integrity and supports various customer-related initiatives. • Innovating new projects/partnerships to improve marketing and sales plans, aiming to maximize revenue and explore new business opportunities. This includes developing creative strategies to enhance customer engagement and loyalty. • Managing financial offers with local financial banks and leasing companies, ensuring competitive and attractive financing options for customers, thereby supporting sales growth.

• Managing all CRM activities for GB Auto Automotive LOBs, including: o PC Brands: Hyundai, Geely, Chery, Mazda, Haval, Changan, and Fabrika. o Commercial Brands: Volvo, Fuso, FOTON, GMC, and Shakman. o GB Partnerships: TVD, Autombilak, and El Mikaniky. o GB Financing: Drive and Forsa. o 2 & 3 Wheelers: Bajaj. • Designing and optimizing CRM processes to ensure the effective setup and applicability of integrated and cross-functional processes across all GB business units. • Overseeing call center operations for inbound and outbound activities, managing digital leads, and Facebook moderation for all GB Auto brands and partnerships. • Conducting in-house research to provide insights on customer satisfaction for both sales and after-sales transactions, customer profiling, sales follow-up and lost sales, brand health trackers, and the voice of the customer. • Reporting weekly to the GB Auto board on competition price positioning, aiding in market opportunity analysis. • Monitoring GB Auto products and competitors’ products at the distributor level to understand performance and identify new business opportunities. • Maintaining the GB Auto database, driving project execution at all customer touchpoints. • Innovating new projects to improve customer satisfaction, maximize revenue, and explore new business scopes. • Managing system integrations and the launch of Oracle CX across all customer touchpoints in GB Auto. • Overseeing budgets for all CRM activities, in-house research, and call center operations.

• Managing all CRM activities for GB Auto Automotive brands; Hyundai, Geely, Chery, Mazda, Lassa, Yokohama, FOTON, GMC, Fosu, Fabrika, Volvo, Shakman, and the non- PC brands; GB Foundation, Automobilak, El Mekniky, Herafy, GB Express. • Reporting on a weekly basis to GB Auto board the competition price positioning, that helps to analyze the market opportunities. • Monitoring GB Auto products and competition products’ on distrusters level. • Maintaining GB Auto database, as a main driver of project execution at all customer touch points in GB Auto. • Managing all in-house research and market mysteries for all GB lines of business. • Managing all system integrations and Oracle CX launch at all customer touchpoints in GB Auto. • Responsible for all CRM, in-house research, and call center operation budgets.

• Develop the sectional goals, budgets and KPIs in line with the overall divisional objectives. • Develop section policies, processes and procedures to effectively deliver on the section policies and ensure they are reviewed and updated to reflect the ongoing protocols and practices. • Build reports and data insights using a variety of software data analytical tools. • Benchmark the brand performance against the market and key competition. • Provide analysis across all campaign marketing channels through statistical analysis. • Create regular dashboards by customer modelling and profiling and present them to the Marketing Director / Senior Management. • Conduct customer analysis and segmentation of multichannel customers. • Act as a data champion, ensuring that data is considered at all stages of customer-facing projects. • Support the development of business cases with analysis and forecasting of customer behavior and revenue impact. • Create and test predictive models to optimize online marketing. • Devise the necessary tools and methods to monitor and predict customer behaviors. • Identify the research requirements by liaising with the Category Managers. • Ensure that the CRM database is maintained and kept updated. • Build and maintain relationships with third party research agencies.

• Responsible of the daily operation of Ghabbour Auto customer Service - 8 hotlines. • Managing the Inbound and Outbound call center activities. • Conduct Performance analysis of customer service and after sales services. • Maintain improvement on the product and process of the activities related to the CRM and call center activities. • Conduct quality monitoring and identify improvement areas. • Provide feedback for the staff on performance and training recommendations. • Conduct one-on -one performance evaluations. • Schedule staff to meet staffing requirements. • Gather and analyze daily, monthly and yearly performance data. • Helping create or maintain policies, procedures and work process as well. • Delivery of quality and productivity targets and indicators. • Daily real time monitoring for: calls flow, service level, floor manpower. • Motivate, enable direct and manage my subordinates • Evaluate team monthly performance and deliver it to Q.A department. • Deliver training to the whole staff with the new products, services, process and even promotion. • Doing outings with the team to focus on the team spirit which leads to a high level of loyalty. • Deliver all the training materials “Soft skills and Technical” to the account “Account trainer”

. Deliver the soft skills training to the contact center new heirs • Deliver all the training materials “Soft skills and Technical” to the account “Account trainer” • Deliver training to the whole staff with the new products, services, process and even promotion. • Provide feedback for the agent’s performance and training recommendations. • Conduct one-on -one performance evaluations. • Gather and analyze monthly and yearly performance data. • Helping create or maintain policies, procedures and work process as well. • Delivery of quality and productivity targets and indicators. • Maintain all the sides between the call center and the training department, “Training Coordinator

• Conduct quality monitoring and identify improvement areas. • Provide feedback for the staff on performance and training recommendations. • Conduct one-on -one performance evaluations. • Schedule staff to meet staffing requirements. • Gather and analyze daily, monthly and yearly performance data. • Helping create or maintain policies, procedures and work process as well. • Delivery of quality and productivity targets and indicators. • Daily real time monitoring for: calls flow, service level, floor manpower. • Motivate, enable direct and manage my subordinates • Evaluate team monthly performance and deliver it to Q.A department. • Deliver training to the whole staff with the new products, services, process and even promotion. • Doing outings with the team to focus on the team spirit which leads to a high level of loyalty. • Deliver all the training materials “Soft skills and Technical” to the account “Account trainer”

• Responsible for handling all types of Customer Service Duties. • Providing customers with technical support and proper trouble shooting, • Propose the proper solutions to the customers, guiding them to the appropriate destination to get their requirements. • Activating and deactivating value added service according to the customer’s need. • Propose to the customers a cross and up sell. • Handling the customers’ complaints through the proper escalation, and making follow up to guarantee that all cases are closed

• Following up customer during calling to be sure from benefiting from company offers. • Helping customer to get the required papers for going the required offer. • Facilitating every performance inside the branch through customer care programmers in the company. • Programming meeting for clients. • Following up customer after ageing the Offer and be sure of his agreement for this offer and way of benefit. • Out side meeting where the Customer can face any problem during the period of his offer benefit.

• Meeting customer and making presentation for each information required for the production offers and directing customers to suitable offer • Working in shifts during the day to include all work hours by exchanging the work teams • Marketing process for products specialized for customers • Solving problems in services activating or products via customer meeting • Sales offers and preparing rules.