Ahmad Ennab

Experience

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  Zain-Jordan

  Jan 2004 - Jan 2007

  Customer Care

  • Leading a research on Zain customers to identify the customer key requirement and satisfaction areas for pricing and quality.• Conducting researches on our competitor’s customers and their views.• Bench marking Zain services and strategies with the competitors. • Providing statistics and feedback to the marketing and the Sales team.• Provided suggestions to improve customer’s experience.• Analysed the success rates and ways to improve them with VAS team.

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  Zain

  Jan 2008 - Dec 2011

  Sales Excellence Supervisor

  • Developing periodic strategies for evaluating Zain outlets, distributer’s performance throughout the kingdom.• 360 degree picture reflection of the customers’ behaviour and experience.• Delivered a number of sales and servicing improvements:+10% sales increase year on year by implementing new E2E sales process via the outlets.+15% service request handling raised by the customer via customer care dashboard.• Providing periodic feedback for Zain sales outlets including their main strengths, weaknesses and opportunities in order to understand the current status and potential areas to help in the Decision Making Process.• Supervising quality of Zain Customers’ Experience vs. Zain’s Standards.• Setting up the milestones and actions items within certain time frame to improve zain services.• Providing constant feedback regarding sales activities to the top management.• Supervising trusted angels to audit our sales reps & partners to ensure the smoothness & efficiency of sales operations across the kingdom of Saudi Arabia Show less

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  Etihad Itisalat- Mobily

  Dec 2011 - Oct 2016

  A.E.Manager; Customer Focused Marketing | Loyalty & Retention

  • Completed a Multi-channel review of Mobily’s customers' journey, presenting the findings to key stakeholders, recommending changes to improve business performance and customer experience.• 100% designing & execution of the Loyalty & Retention, CEX’s proposed solutions and projects across the main touchpoints.• 44 point out of the targeted 45 points was achieved in the CSI overall score. • Developed a methodology for using (NPS, CSI) data to identify and prioritize gaps\actions to address customer dissatisfaction.• Headed the committee of converting the business market policies to be customers focused policies.• Headed the task force committee for B2B loyalty program.100% execution of Loyalty’s proposed solutions and projects across the main touchpoints. Show less

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  Tawuniya

  Oct 2016 - Feb 2020

  Head; BD, CEX, Marketing

   Setting up the three years’ Marketing customer-focused strategy & ambition. Mapping and managing the customer journey across the Tawuniya's touchpoints, products & Services. Applying ACSI "American customer satisfaction index" methodology to evaluate customer satisfaction across the touchpoints. Setting and executing the 3 years roadmap. Achieving the CSI target through a well- defined customer experience strategy & ambition. Managing and executing the loyalty & retention of extraordinary programs: Win back program. Elite program & the value segmentation. Earning and redeeming points. Hybrid payments project.Ithra Program Show less

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  Maarif Education

  Feb 2020 - now

  Head, Marketing & Enrollment