Maher Issa
General Manager - MBA
Kuwait
Summary
Highly accomplished and results-driven General Manager with over 17 years of progressive experience in Sales, Marketing, Ordering, Service, Business Development, Project Management, Customer Relationship Management, CSI Index, and Market Research.
Proven record of setting up new operation and launching new brand while achieving profit and desired KPIs through formulating and implementing concise marketing and sales strategy to enhance brand image and increase brand awareness
— Areas of Key Emphasis —
• Sales Operation
• After-sales Operation
• Customer Relationship Management (CRM)
• Strategic Management
• Training & Development
• Customer Experience Projects
• Project Management
• Customer Retention
• Project Planning & Execution
• Team Management
• Marketing & Research
• Social Media Campaigns
• Process Automation
• Business Plan Development
• Leadership & Administration
• Quality Assurance
Overview
18
18
years of professional experience
Work History
General Manager
Behbehani Motors Company - Skoda
Kuwait
01.2024 - Current
- Developing and implementing strategies to achieve business goals and objectives, such as increasing sales by 268% over a period of three years, improving customer satisfaction to reach 97%, and significantly growing market share
- Launched the first new-design fully digital showroom for Skoda in the world with the presence of HQ board members and executives
- Managing budgets, forecasting financial performance, and analyzing financial data to ensure achieving highest profitability and minimize costs
- Introducing new methods, practices, and systems to reduce turnaround time
- Developing sales and marketing plans to promote products and services, attract customers, and increase market share though continuously monitoring and modifying advertising campaigns, pricing strategies, and sales promotions
- Driving year-over-year business growth while leading operations, strategic vision, and long-range planning
- Maximizing operational excellence mentoring personnel on management principles, industry practices, and company procedures
- Maximizing efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems
- Formulating policies and procedures to streamline operations
Brand Manager
Behbehani Motors Company - Skoda
Kuwait
05.2019 - 12.2023
- Responsible for directing and monitoring all dealership departments by regularly completing formal performance evaluations of all department managers at regularly scheduled intervals
- Responsible for all Headquarter and regional office major communication, reports, week & monthly meetings to ensure a complete alignment on achieving all desired targets
- Continuously over achieve regional sales targets and doubled sales figured over past two years
- Set, monitor and regularly review sales plan and forecast implementation to achieve internal business targets and maximize business profitability
- Overlook after-sales operation to ensure driving positive P&L results as well as maintaining proper inventory of spare parts
- Ensure on track path for all related training programs to consistently achieve dealership's goals for professional/technical ability and advancement, and monitors their effectiveness
- Conduct weekly ordering plans to best utilize stock management and support sales operation healthy stock management
- Align marketing strategy with overall dealership objectives and ensure proper implementation to achieve desired KPIs for both sales and after-sales operation
- Assess market trends and consumer preference to better understand and meet customers' expectations
- Responsible for launching brand in Kuwait under Behbehani Motors Company group with complete CI standards
Group CRM Manager
Behbehani Motors Company - Porsche, VW & Skoda
Kuwait
03.2012 - 12.2023
- Designed and led implementation of a comprehensive CRM strategy and roadmap along with ensuring its integration into business strategy and objectives
- Implemented customer-facing touch points based on research findings and market demand to ultimately provide an exceptional customer experience for existing customers and prospects
- Established, developed and led call center operation for both Inbound and Outbound efforts by ensuring highest standards of agents' punctuality and productivity levels
- Managed marketing campaign execution through customers segmentation, testing tools, actual implementation and leads management process to ensure maximizing greatest potential of ROI
- Enhanced existing customers database to be better utilized for future prospecting purposes and to ensure having high customers' profile visibility
- Launched CSIs programs across all brands with conducting monthly forums to discuss KPIs and set actions plans accordingly
- Established a proper automated Complaints Management System for both sales and after-sales operations
- Work closely with marketing, sales, and technology (Website) to ensure having strong leads management process and follow up system to support customers' acquisition plans
- Led the development of future and existing customers lifecycle to ensure retaining existing customers and acquiring new prospects
- Re-ignited lost leads through carefully designed campaigns after carefully analyzing root-cause analysis of lost leads and setting action plans accordingly
- Responsible for all CRM and related areas of communication with regional office including MENA office meetings, conference calls, and regular meetings
CRM Manager
Alghanim Industries/Automotive Division
Kuwait , Kuwait
08.2008 - 02.2012
- Chevrolet, Cadillac, and Hummer)
- Represent Alghanim Automotive Division in all abroad meetings for General Motors
- Initiating and leading the CRM operation and designing a three years initial roadmap with ensuring proper implementation and resources productivities on deliverables
- Developing customer retention programs, loyalty programs, and improving sales to ensure efficient ROIs
- Initiating lead management system to ensure proper converts of all customer inquires and leads into sales
- Developing a comprehensive automated customer complaint management system to ensure systematic compliant handling procedures and increasing customer satisfactions
- Driving all CSI (Customer Satisfaction Index) activities for both sales and after sales operation with continuous overall satisfaction improvement and proper actions taking
- Managing all call center operation to ensure providing outstanding customer service experience for both Inbound and outbound operations
- Creating a comprehensive call center agents incentive program to boost productivity, improve performance, and define areas of opportunity
- Report directly to the Vice Present on all operations performances through very analytical reports and presentations
- Responsible for all customer communication touch points through their lifecycle such as anniversaries, appreciation events, seasonal mailings, and supporting marketing activities to drive best marketing strategies implementation
- Awards and Recognitions
- Led the CRM team at Alghanim to win the CRM annual challenge in the region for all GM dealers (18 dealers) for three years (2008, 2009 and 2011)
- Was awarded an honor certificate for being best CRM leading performer in the middle east region in 2009
Customer Service Specialist
HSBC
Tigard, USA
07.2006 - 07.2008
- Responsible for the day-to-day work activities including handling customers' inquiries, complaints management, cross and upselling
- Ensure delivering outstanding customer experience through adhering to company's policies and procedures
- Assisted in 9 months Collection project to minimize past due accounts delinquency
- Identify clients' complaints and provide multiple options to resolve customers' issues
Education
MBA - Marketing
Washington State University
Washington State 05.2016 - 2018.01
B.A - Marketing
Portland State University
State Of Oregon 04.2002 - 2006.06
B.A - Business Management
Portland State University
State Of Oregon 02.2002 - 2006.06
Skills
Complete Dealership Operation
Timeline
General Manager
Behbehani Motors Company - Skoda
01.2024 - Current
Brand Manager
Behbehani Motors Company - Skoda
05.2019 - 12.2023
MBA - Marketing
Washington State University
05.2016 - 2018.01
Group CRM Manager
Behbehani Motors Company - Porsche, VW & Skoda
03.2012 - 12.2023
CRM Manager
Alghanim Industries/Automotive Division
08.2008 - 02.2012
Customer Service Specialist
HSBC
07.2006 - 07.2008
B.A - Marketing
Portland State University
04.2002 - 2006.06
B.A - Business Management
Portland State University
02.2002 - 2006.06
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