Customer Service Operations Manager

Hassan Al Azzi

Riyadh, Saudi Arabia

******.****@*******.*** 009***********

linkedin.com/in/hassan-al-azzi-050*******

Summary

Regional Retail Manager with over 15 years in the fashion retail industry, I have a proven track record of successfully leading projects that drive retail network expansion, recruit and develop top-performing teams, and deliver exceptional shopping experiences. My expertise spans working with leading brands, boosting sales growth, and enhancing customer service. I am dedicated to operational excellence and achieving strategic business goals. Experience

Regional Operations Manager

Abdul Samad Al Qurashi

Jun 2024 - Present (2 months)

• Led a diverse team of 350+ sales associates, store managers and 8 area sales managers, effectively managing all facets of store and sales operations.

• Oversaw retail operations across three provinces (Central, Eastern, Northern) managing 115+ stores in 20 cities throughout Saudi Arabia.

• Developed and implemented standardized procedures across all retail stores to ensure consistency in operations and adherence to company standards.

• Launched initiatives to elevate customer service levels, including comprehensive training programs and new service protocols, resulting in improved customer satisfaction and loyalty.

• Successfully introduced and managed B2B transactions, expanding revenue streams and fostering new business partnerships. Coached the sales team on B2B processes and strategies to integrate these transactions seamlessly into operations.

• Identified and analyzed causes behind declines in like-for-like store sales. Implemented targeted solutions, such as revised merchandising strategies and localized marketing efforts, leading to a significant recovery in sales performance.

Regional Operations Manager

Abdul Samad Al Qurashi

Mar 2023 - Jun 2024 (1 year 4 months)

• Led a diverse team of 150+ sales associates, store managers and 6 area sales managers, effectively managing all facets of store and sales operations.

• Oversaw retail operations across three provinces (Northern, Eastern, Southern) managing 60+ stores in 16 cities throughout Saudi Arabia.

• Implemented innovative tactics to gain better control over stock inventory, reducing shrinkage, and digitizing store formats to enhance operational efficiency.

• Standardized operating procedures to ensure seamless and consistent store activities.

• Conducted comprehensive evaluations of store performance, including staff assessments, customer satisfaction, and facility management.

• Trained and coached team members to provide outstanding customer service, fostering a high- performance culture.

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• Identified and assessed new store locations, customer segments, and competitor activities to drive strategic growth.

• Designed and executed a multi-province expansion strategy, resulting in the successful opening of 4 new stores in Q2 2023, 8 stores in Q4 2023, and 3 stores in Q1 2024. Regional Operations Manager

Alyasra Fashion

Mar 2022 - Mar 2023 (1 year 1 month)

• Directed the operations of the Watches and Jewelry business across KSA.

• Monitored and analyzed business performance metrics such as sell-out rates, gross margin, and turnover, converting insights into actionable strategies.

• Addressed aging stock by organizing multiple successful clearance events, which refreshed merchandise and bolstered cash flow.

• Collaborated with the Retail Director to develop the business plan for the upcoming year, considering stock levels and market conditions.

• Identified and tracked key performance indicators (KPIs), established targets, and assessed performance against strategic plans.

Retail Operations Manager - Eastern Province

Alyasra Fashion

Dec 2019 - Mar 2022 (2 years 4 months)

• Oversaw operations for international brands in fashion, footwear, leather goods, lingerie, watches& jewelry in Riyadh and Eastern Province, including daily management, budgeting, staff training, and development.

• Guided teams to adhere to store operating guidelines, enhancing sales volumes and margins while controlling costs.

• Evaluated operational expenses and inventory costs to pinpoint losses and devised strategies to boost profitability.

• Collaborated closely with the buying teams to place orders for upcoming seasons, aligning with global trends and market demands.

Assistant Operations Manager

Alyasra Fashion

Dec 2018 - Dec 2019 (1 year 1 month)

• Managed the Watches and Jewelry business across 65 retail stores, generating annual sales of SAR 200 million.

• Drove operational improvements leading to savings and enhanced profit margins.

• Supervised operations teams to ensure operational excellence and superior customer service.

• Coordinated with the General Manager on operational issues and promotional activities. Territory Sales Manager - Western Province

Alyasra Fashion

Jan 2017 - Dec 2018 (2 years)

• Oversaw all aspects of sales planning, development, and team management for the largest province in KSA, which accounts for 55% of the overall business contribution. Hassan Al Azzi - page 2

• Surpassed sales targets and achieved business goals by motivating staff and focusing on target products.

• Implemented nationalization regulations across all retail stores, transitioning from expatriates to national sales teams while maintaining sales performance.

• Facilitated a smooth integration for the new national sales team through continuous coaching, empowering them to set new sales records.

Territory Sales Manager - Eastern Province

Alyasra Fashion

Jan 2013 - Dec 2016 (4 years)

• Diagnosed and addressed challenges affecting sales and business performance across 22 locations in the Eastern Province.

• Secured the highest like-for-like sales growth in Dammam stores, achieving a 40% increase compared to other KSA provinces by energizing the team and shifting their mindset.

• Worked closely with brand, marketing, and supply chain teams to create solutions and achieve sales targets.

Store Manager

Alyasra Fashion

Aug 2011 - Dec 2012 (1 year 5 months)

• Increased year-to-date sales by 20% above the business plan.

• Applied performance data to improve operations and forecast needs.

• Developed a new store location from the ground up, including hiring and training a high-performing team.

• Enhanced customer satisfaction through effective coaching in sales techniques and product knowledge.

Logistics Coordinator

NewBoy

May 2010 - Aug 2011 (1 year 4 months)

• Handled and input customer orders, delivered proactive customer support, and organized expedited shipping requests.

• Oversaw system support operations and ensured precise billing by working closely with the accounting department.

• Contributed to the implementation of a new ERP system at the KSA office and provided on-site training and support to the team.

Services Center Incharge

Syriatel Mobile Telecom

Oct 2007 - May 2010 (2 years 8 months)

• Enhanced customer satisfaction by addressing needs and resolving concerns with forward-thinking strategies.

• Processed sales, returns, online orders, and gift card activation using the TAB system.

• Mentored new team members on POS system operations and customer service strategies. Hassan Al Azzi - page 3

Showroom Manager

Nokia

Nov 2005 - Jul 2007 (1 year 9 months)

• Provided prompt and courteous service, driving employee engagement and guest experience.

• Implemented daily operating procedures to maintain a clean, well-stocked, and organized store.

• Successfully drove sales of new product lines such as the Nokia 9300 and 9500. Education

Damascus University

Bachelor’s Degree, Business Administration and Management, General 2004 - 2009

Licenses & Certifications

The Fundammentals of Digital Marketing - Google

TG5 R4B YBF

Retail Management for Managers - Indian Institute of Management Ahmedabad CERTIFIED LEAN SIX SIGMA YELLOW BELT - The CPD Certification Service C-2023-54573

Skills

Business Development • Stock Management • Brand Management • Retail Category Management • Fashion Retail • Purchase Orders • Retail Management • Profit & Loss Management • Operational Cost Analysis • Coaching & Mentoring

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