Ghaith H. Marghalani
Jeddah, Saudi Arabia • +966 565675050 • [email protected]

Seasoned Business Management Professional

~ 13+ years of rich experience in Sales and Customer Service

Versatile, enterprising, resourceful sales and customer relations management professional with diverse experience with reputable organizations in aviation and telecommunications sectors in Saudi Arabia.
Proven competence in managing challenging, customer-centric assignments and formulating strategies, plans and budgets to deliver all predefined organizational objectives.
Deft in collaborating with stakeholders and leading and motivating cross-functional teams eliciting superior performances.
Proactive, achievement driven professional seeking a leadership position to leverage multifaceted competencies and deliver outstanding results adding value to the organization.

Key Skills

Sales Management
Strategy Planning and Execution
Channel Management
Budgets and Cost Control
Performance Management
Guest Management
VIP Protocol Administration
Marketing and Promotions
Staff Management
Stakeholder Relations
Sales Operation Management
Team Building
Liaison and Coordination
Franchise Management
Customer Relation
Teambuilding and Leadership
Retail Management
Business Development

Professional Experience

Sales Manager / Jeddah VIP Lounge Manager (February 2017 to date)

Saudi Civil Aviation Holding Company (SAVC), Jeddah, KSA

Designation Chronology:

Oct 2018 to Date: Executive Office / Marketing Department – Acting Marketing & Development Manager
Sep 2018 to Date: Executive Office/Sales Department – Sales Department Manager
May 2017 – Sep 2018: Executive Office/ VIP Lounge, International Airport – Lounge Manager / Acting Sales Manager
February 2017 – May 2017: Executive Office/Sales Department – Sales Manager

Key Responsibilities:

Executive Office/VIP Lounge, International Airport –Lounge Manager

Report to the GM of the Executive Office and manage day-to-day operations of the VIP Lounge – the largest airport lounge in KSA – delivering services to VIP and GVIP guests ensuring maintenance of standards as per KPIs.
Communicate with various departments of the airport as well as government security agencies ensuring smooth and flawless operations of the lounge on a 24 hours, 7 days a week (24×7) basis.
Lead and manage a team of 100+ personnel providing required training and coaching on customer service and hospitality, supervise performance including compliance with company policies and procedures as well safety and security rules.
Deal with all complaints relate to the lounge, identifying root causes and implementing corrective and preventive action plans to minimize guest dissatisfaction and complaints.
Establish and administer protocol for catering to GVIP and manage requests from the government related to national guests assuring service as per standard protocol.
Monitor housekeeping, maintenance and hygiene of the VIP Lounge to maintain high standards of ambience and delivery of service matching expectation of VIP guests.
Supervise a dedicated team and manage the fleet of cars allotted to the lounge ensuring delivery of transportation support to the VIP guests as per approved protocol.
Support the team in managing sales of the lounge’s products and services including cross-selling and up-selling to meet and exceed predefined revenue targets.
Manage the project for expansion of the existing lounge as well as setting up of a new lounge in the new airport in Jeddah.
Negotiate and finalize agreements with external channels to meet various requirements of the lounge including provision of any new services.
Plan and execute strategies for delivering VIP Lounge services to various categories of guests – guests of the Kingdom from other countries, guests of Ambassadors and Consuls of various countries and guests attending conferences in KSA.
Coordinate and work with various government departments and entities as well as diplomatic missions of various countries ensuring resolution of all service related issues for achieving customer satisfaction.
Develop and implement strategies for providing services to a large number of guests – VIP, GVIP and corporate contracts – during Hajj and Umrah seasons.

Executive Office/Sales Department – Sales Manager

Reported to the GM of the Executive Office and set up the sales department as a new division to drive up sales, revenue and capture market share.
Formulated, implemented and updated processes, policies and procedures for the sales department and built the staff team by selecting and recruiting competent personnel.
Coordinated with various departments and developed sales strategies along with service level agreements (SLA) to identify and leverage potential revenues streams.
Prepared and coordinated execution of a strategy for driving direct sales to VIP clients as well as corporate clients across KSA by building a database of potential clients and following-through with visits and presentations of the company’s products.
Monitored all sales and customer relations management activities assuring delivery of outstanding customer experience (CEX), reinforcement of brand value and achievement of revenue targets.
Coordinated with the marketing department in collating and analyzing market feedback contributing to product development and design of marketing packages.

Franchise Sales Outlets Manager (April 2014 – January 2017)

Etihad Etisalat Co. (Mobily), Jeddah, KSA

Designation Chronology:

April 2014 – January 2017: Consumer Sales/Franchise Department – Franchise Sales Outlets Manager
September 2007 – April 2014: Franchise Department – Franchise Sales Senior Supervisor/Supervisor/Field Supervisor
February 2005 – September 2007: Retail Sales – Sales Executive/Logistics and Distribution Coordinator

Key Responsibilities:

Consumer Sales/Franchise Department – Franchise Sales Outlets Manager

Reported to the Executive Manager – Franchise Sales and managed all sales related activities across franchise sales outlets in the assigned territory.
Analyzed market dynamics and executed customer segmentation followed up with development and implementation of strategic plans including promotions to deliver sales targets.
Established monthly targets for the sales team related to sales, revenue and customer satisfaction metrics along with KPIs for sales outlets and monitored performance of staff and partners ensuring achievement of all targets.
Communicated on a day-to-day basis with supporting departments for resolving system issues and customer relationship management (CRM) problems for improving overall customer experience.
Worked with management of partner organizations and provided recruitment, training and other support to enable improvements to performance of outlet staff to match Mobily standards.
Built and sustained mutually beneficial and productive relations with retail sales partners by providing clear communication and efficient direction and control.
Coordinated with maintenance and security, service desk and networks teams and facilitated resolution of associated issues faced by retail sales outlets.
Monitored performance of franchise sales outlets related to sales processes and ensured completion of all customer transactions to achieve targeted percentage of coverage.
Supported retail partners in effective roll-out of promotions and campaigns and improved customer service to increase revenue, profit and customer retention.
Conducted market research on regional and geographic basis and provided strategic inputs to the management on product opportunities and competitive environment.
Stood in for the Executive Manager during his absence from the office and managed day-to-day operations of the region.

Franchise Department – Franchise Sales Senior Supervisor/Supervisor/Field Supervisor

Reported to Regional Manager – Franchise Sales and Country Operation Manager and dealt with sales and operations aspects of retail outlets in the assigned territory in the Western region.
Coordinated with various departments including outlet supervisors, key account managers, project, operations, HR and administration in providing required support to retail partners.
Developed short and long term objectives and engaged retail partners in executing sales plans leading to identification and conversion of net-new sales opportunities.
Monitored day to day market trends and outlet performance in coordination with outlet supervisors and enabled users in updating system entries like creation and deletion of customer records.
Managed recruitment, training and deployment of sales and operations staff for outlets ensuring optimum manning to provided targeted standards of customer service and support.
Monitored stocks of various products across outlets and alerted partners and operations teams ensuring on time replenishment to maintain optimum stock levels.
Managed investigation into and resolution of customer complaints related franchise outlets and worked with partners in implementing remedial measures at their outlets.
Monitored and evaluated performance of partner outlets – FBO, kiosks and CBO – and provided direction and assistance in achieving and maintaining agreed standards.
Managed sales teams in outlets ensuring customer handling and service as per approved standards to sustain goodwill of the company brand.
Supported outlets in resolving various problems by coordinating with divisions like maintenance and security, service desk and networks.
Evaluated daily sales of outlets and alerted supervisors for tackling low sales and evolving solutions to achieve predefined sales and revenues.
Trained sales agent and ensured up-to-date knowledge of company products for efficient briefing of customers and close sales.
Coordinated with areas managers in managing multiple partners and facilitated achievement of targets by outlet supervises and sales agents.
Participated in plans for expansion and optimization of the franchise sales network by providing strategic and analytical inputs on franchise footprints for point of sales (POS).

Retail Sales – Sales Executive/Logistics and Distribution Coordinator

Reported to Regional Manager and Country Operations Manager – Retail Sales since inception of the company and managed assigned outlets in the Western region.
Coordinated with various company departments – project, operation, HR and administration – and supported outlet managers in smooth day-to-day operations.
Visited and monitored outlets ensuring compliance with customer service, outlet look and ambience and availability of adequate stocks of products.
Controlled deployment, distribution, scheduling of staff across outlets ensuring optimum utilization of resources and maximization of productivity.

Previous Assignments

Customer Support/Teller, Riyadh Bank, Jeddah, KSA, September 2004 to November 2004 – Managed customer relations and dealt with sales of bank products and opening of new accounts.

Education

Master’s Degree in Management Information Systems, Arab Academy for Science Technology and Maritime Transport – Egypt, Alexandria (2009 – 2011)

Professional Development

TRAINING COURSES AND WORKSHOPS:

Developing & Implementation the Business Plan, Meirc Training and Consulting, Dubai UAE, 2018
Successful Planning, Management and Control, Meirc Training and Consulting, Dubai UAE, 2017
Customer Experience Management in Telecoms, AIMS, Jeddah KSA, 2016
Art of Management, AIMS, Jeddah KSA, 2015
Management Acumen Program, AIMS, Jeddah KSA, 2015
Telecom Mini MBA, Telecom Academy, Riyadh KSA, 2014
Dynamic Thinking for Successful Solutions, AIMS, Jeddah KSA, 2013
Franchise – Thinking and Practice, AIMS, Khobar KSA, 2012
Coaching for High Performance, TTM, Jeddah KSA, 2012
Problem Solving and Decision Making, TTM, Jeddah KSA, 2012
Fundamental Supervisory and Management Skills, TTM, Jeddah, KSA, 2011
Mobily Management Competency Development Program, TTM, Jeddah KSA, 2011
Emotional Intelligence – Strategies for Success, Meirc Training and Consulting, Dubai UAE, 2011
Retail Selling – Creating Memorable Shopping Encounters, Meirc Training and Consulting, Dubai UAE, 2010
Coaching and Sales Supervision, AIMS, Jeddah KSA, 2009
Leadership, Carizma, Jeddah KSA, 2009
Breakthrough Success, Dale Carnegie, Jeddah KSA, 2008
Enhanced Productivity Skills – Maximizing Your Personal Effectiveness, EuroMaTech, Dubai UAE, 2007
Creative Vision, Goal Setting and Strategy, EuroMaTech, Dubai UAE, 2007
Managing Change, Al Nokhba, Jeddah KSA, 2007
Interpersonal Communication, Meirc Training and Consulting, Dubai UAE, 2006
Sales Planning and Territory Management, Meirc Training and Consulting, Dubai, UAE, 2006
On the Job Training, Etisalat, Dubai UAE, 2005
Customer Service and Selling Skills, Etisalat Academy, Jeddah KSA, 2005
Diploma in Basics of Computers, First International, Jeddah KSA, 2000
English Course – General English Elementary Level, Saudi Airlines, Jeddah KSA, 2000
Men of the Future, Saudi Airlines, Jeddah KSA, 1997
Modern Approach to the PC, Saudi Airlines, Jeddah KSA, 1996
English Course Level 2, Tihama, Jeddah KSA, 1994
English Course Level 1, Tihama, Jeddah KSA, 1994

Personal Details

Nationality: Saudi
Date of Birth: 6 November 1982
Marital Status: Married
Hobbies and Interests: Reading , swimming , traveling
Languages: Arabic, English