ROAA FAWZI

Visionary Culture Strategist and Learning Excellence Leader with 15+ years of proven success transforming organisational cultures and delivering high-impact training programs across luxury retail, entertainment, and education sectors. Recognised as the first female training leader in multiple Saudi organisation’s, with a consistent record of creating measurable impact through leadership development, cultural transformation, and strategic business alignment.

• Developed strong partnerships with other businesses to allow for collaboration and more significant opportunities for growth.
• Established a successful business by identifying market needs and developing innovative solutions.
• Created organisation's mission and vision statement.
• Developed strong partnerships with key industry players, contributing to an increased market presence.

Hult Executive Education is a global leader in leadership development and organisational transformation programs, serving multinational corporations, government entities, and industry leaders. As Client Relations Director, I act as the strategic link between high-profile clients and Hult's executive faculty, ensuring the design and delivery of impactful, results-driven programs. My role focuses on driving business growth, building long-term partnerships, and aligning learning solutions with the strategic goals of clients across Saudi Arabia and the GCC.

• Spearheaded the creation of customised reports that provided valuable insights into client performance metrics and growth opportunities.
• Championed process improvements based on best practices from successful projects to continuously elevate overall departmental efficiency levels.

• Established strong relationships with key clients, driving loyalty and long-term partnerships.
• Managed contract negotiations, achieving favorable terms while solidifying long-lasting partnerships.

MDLBEAST is a leading Saudi-based entertainment and culture company, producing world-class festivals, events, and experiences that showcase music, art, and creativity on a global stage. In my role, I served as a pivotal link between creative production, partnerships, and operational execution, ensuring seamless planning, delivery, and stakeholder alignment for high-profile events. My focus was on enhancing the guest experience, coordinating cross-functional teams, and securing strategic collaborations that reinforced MDLBEAST's position as a cultural powerhouse in alignment with Saudi Vision 2030.

• Collaborated with HR on talent acquisition strategies, attracting top industry professionals to join the company culture.
• Created, planned and maintained communication policies and procedures.
• Identified gaps in cultural competency among staff members, providing targeted training solutions addressing these deficiencies effectively.

• Conducted orientation sessions and organized on-the-job training for new hires.
• Organized and edited training manuals, multimedia visual aids, and other educational materials.
• Developed and implemented comprehensive training program to increase employee productivity and morale.
• Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
• Collaborated with other departments to align training programs with organizational goals and objectives.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Reviewed and edited all training materials for accuracy and company policy compliance.
• Directed training programs and development paths for managers and supervisors.
• Directed field training to enhance participants' skills.

Part of LVMH, the world's largest luxury goods group, Louis Vuitton and Sephora are global leaders in fashion, beauty, and customer experience. In my role, I was entrusted with driving customer excellence, training, and brand alignment across the Kingdom of Saudi Arabia. I worked closely with retail teams, management, and regional leadership to design and deliver impactful training programs, ensure consistent brand standards, and develop strategies that enhanced both sales performance and customer loyalty. My position bridged learning and development with operational excellence, ensuring that both in-store culture and customer experience reflected the prestige and innovation synonymous with LVMH.

• Fostered a culture of continuous learning within the organisation, promoting ongoing personal and professional growth among staff members.
• Increased employee retention rates by creating engaging and relevant professional development opportunities.

• Led cross-functional teams in developing strategic learning plans aligned with corporate priorities and industry trends.
• Incorporated diverse learning styles into the creation of training materials, accommodating employee preferences and enhancing overall understanding.
• Created assessment tools for evaluating employee competencies pre-and post-training, identifying areas requiring additional support or instruction.
• Increased employee retention rates by creating engaging and relevant professional development opportunities.
• Developed and implemented comprehensive training program to increase employee productivity and morale.
• Coordinated logistics for various training events, managing vendor relationships and overseeing budget allocations.
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.

M.A.C. Cosmetics, part of the Estée Lauder Companies portfolio, is a leading global brand in professional makeup artistry, known for trend-setting products and collaborations. In my role, I was responsible for driving brand performance across Saudi Arabia by leading training, talent development, and customer experience initiatives. I worked closely with retail, marketing, and regional leadership teams to ensure that every store embodied the M.A.C. brand DNA, delivered exceptional service, and met sales and market share goals. My focus was on elevating artistry skills, improving operational excellence, and creating impactful brand moments that strengthened customer loyalty and market presence.

• Collaborated with cross-functional teams to develop customised training solutions, ensuring alignment with organisational goals and objectives.
• Led transition to blended learning approach, combining online and in-person training methods for more flexible learning options.

• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
• Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.

Cotton On Kids is a leading Australian-born children's apparel and lifestyle brand known for its playful, affordable, and fashion-forward collections. I was entrusted with the launch of the first Cotton On Kids store in New Zealand, overseeing the entire opening process from pre-launch planning to operational handover. My role combined retail leadership, team building, and customer experience strategy to establish the brand's presence in a new market. The overall goal was to deliver a strong opening performance, create a benchmark for future store launches, and position Cotton On Kids as a go-to destination for children's fashion in New Zealand.

• Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
• Managed inventory control, cash control, and store opening and closing procedures.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
• Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
• Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
• Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.

• Promoted to Store Manager after 4 months.
• Maintained positive customer relationships by responding quickly to customer service inquiries.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Developed and maintained strong relationships with vendors to facilitate timely product delivery.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Rotated merchandise and displays to feature new products and promotions.
• Provided weekly work schedules to employees to accommodate business demands and vacation requests.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Supervised creation of exciting merchandise displays to catch attention of store customers.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Reported issues to higher management with great detail.

• Analyzed trends to developed innovative concepts through online research, magazines, competitive shopping and runway styles.
• Drove brand awareness by organizing display setups and assisting in merchandising.
• Maximized brand sales by leveraging opportunities for upselling additional clothing items, shoes and accessories.
• Monitored security and prevented loss of valuable merchandise.
• Stayed on top of current fashion trends and revamped stock according to updates.
• Performed various sales transactions, checked on invoices, prepared special orders, and delivered correct merchandise.
• Performed personal shopping functions on behalf of customers.
• Met with clients to determine style requirements and budget.
• Networked within select groups to increase client base and generate sales.
• Selected clothes that flattered individual body types and capitalized on current trends.
• Researched current fashion trends and competitor activity.
• Led entire client shopping experience, putting together ensembles, and providing styling tips that were personalized.
• Worked closely with vendors to secure garments, accessories and props for styling projects.
• Identified and sourced garments, footwear and accessories to create dynamic and fashion-forward styles.
• Interacted with high-end luxury brands to obtain samples for styling projects.

• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Established and optimized schedules to keep coverage and service in line with forecasted demands.
• Made personal recommendations for customers by sharing product knowledge and demonstrating product.
• Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
• Oversaw supply restocking, area cleaning, and product organization.
• Completed efficient daily opening and closing processes to prepare teams and maintain optimal financial controls.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Supervised department recoveries to maintain organized and professional displays for customers.
• Implemented challenging personnel and department goals to drive performance.
• Developed and implemented floor plans and layouts to maximize customer satisfaction and sales.
• Managed team of 12 employees to maintain smooth-running operations of shop floor.
• Promoted sales with aggressive targets and clear goal attainment strategies for individual employees and teams.
• Managed store inventory and stock levels to maintain availability of products.
• Mentored team members to enhance professional development and accountability in workplace.
• Monitored sales and adjusted staffing levels to meet customer service standards.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Managed senior-level personnel working in marketing and sales capacities.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Developed detailed plans based on broad guidance and direction.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.