Ibrahim Alahaydib, MSc, PMP®

• Lead the enterprise-wide Customer Experience transformation program, embedding customer-centricity across governance, processes, and culture. • Manage Customer Experience Department, defining strategy, operating model, policies, and procedures. • Lead enhancement of SITE’s website and digital footprint to improve usability, accessibility, and engagement. • Drive CRM enhancement initiatives, including data optimization and customer lifecycle mapping. • Map and optimize end-to-end product and service journeys to improve customer experience and operational efficiency. • Introduce CX insight reports and executive dashboards, enhancing reporting quality and decision-making. • Enhancing contact center operations by improving processes, procedures, and IVR experience.

• CRM Implementation: Drive the development of a comprehensive CRM system to optimize data tracking and customer interactions. • User Experience Enhancement: Conduct UX assessments to streamline processes and significantly boost customer satisfaction. • Journey Design: Develop customer journey maps to identify key touchpoints and pain points, driving targeted improvements. • Super App Development: Lead the development of STG Super App to improve user engagement across services. • Website Improvements: Enhance STG and its subsidiaries websites, focusing on user experience to increase engagement and satisfaction. • Command Center Creation: Establish a command center for upper management to gain real-time insights into sales performance, market trends, and relevant news. • Research Center Establishment: Launch a research center to gather insights through surveys, focus groups, interviews, and mystery shopping, enabling data-driven service enhancements.

• Led marketing and communication strategies to enhance brand visibility and achieve business objectives for STG and its subsidiaries. • Managed social media campaigns, media relations, and product launches, creating impactful content for digital platforms. • Acted as primary media liaison, crafting press releases and promotional materials to boost STG's profile in local and international markets. • Directed high-impact campaigns, including the launches of Saudi Tadawul Group Holding Co. and Muqassa Co., along with key initiatives in listing incentives and post-trade transformation. • Planned and executed internal and external events, ensuring seamless delivery. • Supervised and mentored a team of five, promoting a high-performance culture and timely project completion.

Engaged in content development, agency management, corporate event organization, and active participation in campaigns at Saudi Tadawul Group. • Content Development: Created compelling content for events, speeches, press releases, newsletters, and social media, ensuring alignment with corporate messaging. • Strategic Partnerships: Collaborated with communication and creative agencies to design and implement effective marketing strategies. • Event Management: Planned and organized STG and its subsidiaries internal & external events. • Marketing Support: Provided ongoing marketing assistance to STG and four companies within the group, addressing various requests and needs. • Campaign Participation: Actively participated in internal and external campaigns, enhancing promotional efforts and outreach. Key Achievements: Contributed significantly to the successful planning and execution of the launch of the new identity and brand for the Saudi Tadawul Group in April 2021 along with contribution of introducing 4 new subsidiaries.

• Content Development: Developed compelling materials for events, speeches, press releases, newsletters, and social media infographics, ensuring consistency with corporate messaging through teamwork with copywriters and editors. • Agency Collaboration: Collaborated with communication and creative agencies to design and implement strategic plans, overseeing the production of promotional materials. • Event Planning: Coordinated and executed a variety of corporate events, managing everything from speech preparation and press releases to venue selection, gift procurement, and vendor management. • Campaign Management: Engaged in both internal and external campaigns, contributing to promotional activities that boost brand visibility. • Client Support: Delivered daily marketing assistance for four companies within the Saudi Tadawul Group, addressing a wide range of communication needs. • Strategic Implementation: Worked alongside management to create and execute effective communication strategies. Key Achievements: Contributed significantly to the successful planning and execution of the Saudi Aramco listing ceremony in December 2019 along with many other listing ceremonies.

Instructed marketing courses, evaluated student performance, and enhanced teaching methods and materials to elevate educational standards at the College of Economy & Business Administration. • Teaching & Course Development: Designed and taught introductory marketing courses, ensuring syllabi aligned with departmental standards. • Lesson Planning: Created engaging lesson plans and assignments while staying updated on marketing trends and innovations. • Student Assessment: Evaluated student performance through grading of assignments, discussions, and exams. • Curriculum Collaboration: Collaborated with faculty to develop and enhance curricula for bachelor’s and master’s programs.

Delivered exceptional customer service to existing and prospective accounts, consistently achieving sales targets and objectives in a timely manner • Sales Optimization: Identified and pursued new sales opportunities, boosting revenue within key accounts. • Client Support: Prioritized and resolved day-to-day business cases, including transaction verifications and overdue accounts. • Travel Coordination: Managed and confirmed travel requests, providing tailored quotes for accommodations, flights, and lifestyle & concierge services. • Customer Satisfaction: Achieved a 95% average satisfaction score for Platinum accounts. • Relationship Building: Cultivated strong client relationships, increasing referral business through personalized account management. • Portfolio Management: Oversaw a portfolio of 50 Platinum accounts generating an average revenue of $7,000,000.