Sultan Al-Yahya
Dhahran,Saudi Arabia
Summary
Dynamic professional with expertise in CRM management and loyalty programme design, adept at enhancing customer journey mapping. Demonstrates strong computer skills, including proficiency in Microsoft Office, alongside exceptional communication and management abilities. Committed to continuous learning and problem-solving, aiming to leverage these skills to drive customer engagement and business growth.
Overview
19
19
years of professional experience
2003
2003
years of post-secondary education
1
1
Certification
Work history
Marketing Expert II
Saudi Telecom Company
Riyadh, Saudi Arabia
01.2018 - 02.2023
- Contributed in Revamping B2B customer journey based on new version of services and products list.
- Created and managed referral program, gift incentives, testimonials, and brand ambassadors. There was a written plan approved and the aim is to support marketing and loyalty initiatives.
- Utilized campaigns management tools for targeted campaigns based on customer segment, achieved significant engagement and product awareness.
- Played key role in customer feedback management plan by developing the VOC methodology including surveys and CC inbound complaints.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported team by demonstrating respect and willingness to help.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Increased customer satisfaction by resolving issues.
- Improved efficiency and productivity by acquiring new skills.
Marketing Supervisor
Saudi Telecom Company
Riyadh
01.2014 - 01.2018
- Responsible for initiation of Qitaf Business (the points-based loyalty version for B2B). My main role was formulating the loyalty programs design business rules and writing the business requirements document from business point of view and avoiding obstacles to deploy all required changes on CRM by IT sector.
- I played key role in consolidating all efforts of internal training, onboarding, and launching the program to the real life.
- Assigned to oversee Qitaf partnership enhancement program by benchmarking with Qitaf B2C program. The first phase was to select 7 partners as a pilot, to sign contracts, and to manage the co-branding marketing campaigns.
- Successfully developed Qitaf Key Accounts program (the voucher reward) against yearly revenue redeemable with partners. My main role was to gather all sales team inputs (needs and/or ideas), designed the program processes, and got all needed approvals from different stakeholders.
Customer Retention Section Manager
Saudi Telecom Company
Riyadh
01.2010 - 01.2014
- Managed end-to-end customer retention team includes retention offers matrix design, retention operations, training, compensating, and reporting to Marketing GM.
- Managed the backlog treatment plan result in reduced customer churn by 18%.
- Managed all retention initiatives including voluntary, involuntary, and proactive retention.
- Formulated retention KPIs and increased retention rate by 26%, 34% in 2012 and 2013; respectively.
Business Documentation Development Manager
Saudi Telecom Company
Riyadh
01.2008 - 01.2010
- Responsible for leading the development and periodic review of products and services policies and processes.
- Communicating and delivering awareness to all sales channels/outlets.
Customer Retention Specialist
Saudi Telecom Company
Riyadh
01.2004 - 01.2007
- Dedicated to work with Qitaf loyalty program in foundation stage.
- Worked with business team to illustrate all requirements and followed up with IT for implementation.
- Developed Tamayoz Program for DSL high revenue segments.
Education
Bachelor degree - Marketing
King Fahad University of Petroleum and Minerals KFUPM
Skills
- Computer Skills (Microsoft office)
- Communications skills
- Management Skills
- Learning skills
- Problem Solving skills
- Loyalty programme design
- CRM management
- Customer journey mapping
Certification
- Certified Business Professional – leadership
- Certified Business Professional – Marketing
Timeline
Marketing Expert II
Saudi Telecom Company
01.2018 - 02.2023
Marketing Supervisor
Saudi Telecom Company
01.2014 - 01.2018
Customer Retention Section Manager
Saudi Telecom Company
01.2010 - 01.2014
Business Documentation Development Manager
Saudi Telecom Company
01.2008 - 01.2010
Customer Retention Specialist
Saudi Telecom Company
01.2004 - 01.2007
Bachelor degree - Marketing
King Fahad University of Petroleum and Minerals KFUPM
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