Head of customer experience and Product management section
Bank of Beirut and Arab Countries (BBAC)
Total years of experience :19 years, 3 Months
Planned, developed and successfully launched a full fledge bank Loyalty program for all credit cardholders, with a backend system, a merchant network and a user friendly web interface ( www.bbacmyrewards.com )
Managed the customer journey and experience across different touch points.
Managed the mystery shopping program.
Managed the feedback management solution.
Worked on the CRM project (still under process). - Implemented and managed the queue management solution.
Headed the team working on the implementation of the new digital banking UI/UX project.
Worked closely within a cross-functional environment that includes internal stakeholders as well as external clients/stakeholders (IT, Digital banking, Risk, Branch management, etc..).
Define the Bank’s customer segmentation and analyze customers’ profiling.
Provide analytical and statistical reports to management/branches and propose actions based on performance, customer insights, and behavior.
Partner with other units to drive personalization and consistency across all of the marketing channels, particularly in Points of sale, email, social and the web.
Supervise and work on studies and research required by the bank, for opening of new branches, developing new products, upgrading existing products etc.…
Monitor and report complaints/suggestions or inquiries received, through marketing channels used.
Participated in setting advertising campaigns for the Bank on a corporate and tactical level
Planned and successfully launched seasonal promotions, that successfully affected profitability Planned more than 50 exhibitions and fully managed more than 20 events from concept to completion
Conducted trainings for more than 400 employees, to help introduce and integrate new systems
Monitor my teams’ job performance, and provide feedback and coaching as necessary.
Assigned to Track, organize, monitor and report all Relationship Team activities
Monitored and studied competing retail banking products and services
Generated business deals with new and established customers
Initiated Researches to identify sources for developing prospective customers and for information to determine their potential
Developed clear and effective written proposals for current and prospective customers
Established and maintained business relationships with current and prospective customers
Represented the bank in exhibitions, campaigns and activities to create opportunities and optimize sales effort
Identified and resolved customers' complaints in collaboration with other departments
Developed forms and spreadsheet reports to track sales performance and control expenses
Conducted Market research on potential clients in specific geographical areas with newly opened branches
Direct Sales
Customer Service
Display and merchandising
Stock management
Direct Sales
Floor supervisor of Tribeca restaurant bar (Oceana Damour)
Maitrise degree