Summary
Overview
Work History
Education
Skills
Websites
Training
Languages
Personal Information
Affiliations
Languages
Timeline
Generic

RAMADAN ZEIDAN

Kuwait City

Summary

Dynamic Senior Manager with KOUT FOOD GROUP, leveraging business intelligence and strategic planning to drive brand expansion and enhance customer satisfaction. Achieved a 20% improvement in customer insights strategy alignment while fostering team collaboration and innovation. Expert in data analysis and committed to continuous improvement, ensuring operational excellence and brand loyalty.

Overview

23
23
years of professional experience

Work History

Senior Manager - Business Intelligence - Customer Insights

KOUT FOOD GROUP
Al Qibla
06.2019 - 08.2024
  • Develops and implements business strategies to drive brand expansion and profitability.
  • Masterminds new concept development, ensuring alignment with market trends and consumer demands.
  • Assessing The Operational Team in market positioning their brands along with maintaining its reputation for authenticity and quality.
  • Ensures operational efficiency and standardization across all locations, optimizing production, staffing, and logistics.
  • Enforces high-quality standards in food preparation, hygiene, and customer service.
  • Implementing cost-effective solutions while maintaining portion sizes and quality consistency for the entire brand.
  • Ensuring to keep controlling food waste to the least level possible to maintain a healthy P&L figures.
  • Supporting the Finance team in creating and improving the existing P&L which yields to a positive growth over the entire pre-set annual budget.
  • On-going Innovation in keep launching new items along with market trend and customer demands.
  • Semi Annual / Annual menu Revision: Removing the least selling items (dogs) and replacing them with new ones.
  • Managing project aspects such as site acquisition, market demand analysis, accessibility and visibility, competition assessment, and regulatory environment considerations.
  • Conducting research and development activities focusing on qualitative and quantitative analyses, including customer insight assessments and employee engagement.
  • Performing post-sales and pre-sales analyses for new products, collaborating with senior leadership for strategic planning aligned with company objectives.
  • Exploring regional markets (KSA/Bahrain) to support brand expansion strategies and assess scalability of new concepts and cuisines.
  • Ensuring compliance with data privacy regulations and implemented data governance policies.
  • Customer Experience Strategic Planning: Customer Journey Mapping and Analysis / Improving Customer Satisfaction / Developing and Managing Customer Support Channels / Cross-Departmental Collaboration / Performance Monitoring / Handling Customer Escalations and Complex Issues / Customer Retention and Loyalty Programs / Technology and Automation Integration / Reporting and Data Analysis Training and Development / Customer Advocacy and Brand Reputation Management
  • Developing comprehensive project assessments leading to successful site acquisitions with a 15% reduction in acquisition costs.
  • Enhancing the effectiveness of new product launches, resulting in a significant increase in customer feedback scores (80%+) and NPS (65% - 70%).
  • Streamlining strategic planning processes, leading to a 20% improvement in customer insights strategy alignment with company goals.
  • Successfully expanding the brand to new regional markets, increasing market presence and brand recognition.
  • Implementing robust data governance policies, optimizing data management and improving regulatory compliance.
  • Regaining 3% - 7% Lapsed Customers back to our brands.

Manager - Customer Insights

KOUT FOOD GROUP
Al Qibla
12.2013 - 05.2019

Senior Supervisor - Engineering (Interaction Center)

ALGHANIM INDUSTRIES
Shuweikh
09.2012 - 12.2013
  • Developing and executed CRM strategies to enhance the interaction center's operations, managing the team to meet CRM objectives and sales targets.
  • Setting targets for telemarketing campaigns, implementing strategies to achieve these sales goals.
  • Monitoring telemarketing campaigns, adjusting strategies based on feedback and effectiveness.
  • Overseeing operations and related processes for the engineering division's interaction center.
  • Leading comprehensive hiring, training, and coaching initiatives to align staff performance with service level objectives.
  • Increasing sales by 25% through the implementation of effective telemarketing strategies.
  • Enhancing customer satisfaction by improving CRM strategies, based on analysis from 'Customer Satisfaction Index' studies.
  • Achieving a 30% improvement in team performance through targeted training and mentorship programs.
  • Successfully executing telemarketing campaigns, which led to a notable increase in sales conversion rates.
  • Playing a pivotal role in streamlining operations, leading to higher customer and revenue focus.

Operations Associate - Marketing Services & Insights

ALGHANIM INDUSTRIES
Shuweikh
11.2011 - 08.2012

Senior CRM Officer - AFKAR, Home Building Division

ALGHANIM INDUSTRIES
Shuweikh
08.2010 - 10.2011

Operations Associate - Marketing Services & Insights

ALGHANIM INDUSTRIES
Shuweikh
05.2007 - 07.2010

Manager - Field

IPSOS
Kuwait
01.2007 - 05.2007
  • Leading the operations of the field department, overseeing the team's activities and ensuring the accuracy of fieldwork methodologies.
  • Generating daily status reports for local and regional management.
  • Ensuring the smooth operation of fieldwork across various stages of study completion.
  • Conducting research studies in accordance with international guidelines and best practices.
  • Maintaining an understanding of market needs, consumer behavior, and purchasing patterns.
  • Establishing a streamlined reporting system that improved communication and efficiency within the department.
  • Achieving consistency in fieldwork execution, ensuring compliance with international standards.
  • Enhancing team productivity and performance through proactive management and guidance.
  • Delivering precise and insightful research findings that supported strategic business decisions.
  • Strengthening management communication by providing timely and comprehensive updates on all ongoing studies.

Executive Researcher - Field

IPSOS
Kuwait
04.2005 - 12.2006

Editor- Telephone Controller & Field Supervisor

IPSOS
Kuwait
01.2002 - 03.2005

Education

Masters - Data Science (DS)

Universidad Católica San Antonio de Murcia (UCAM)
08.2025

Law -

Beirut Arab University
Lebanon
06.2001

Skills

  • Business intelligence and analytics
  • Strategic planning and development
  • Data science methodologies
  • Team training and collaboration

Training

  • Decision Making with Big Data & Better Intuition, INSEAD (KFAS - Kuwait), 10/01/18
  • Regional Cooperation for Water Management, Syria & Jordan, 01/01/04
  • IPSOS Field Operating Procedures, 01/01/02

Languages

  • Arabic
  • English

Personal Information

Citizenship: Lebanon

Affiliations

  • Football
  • Reading
  • Swimming

Languages

Arabic
First Language
English
Proficient (C2)
C2

Timeline

Senior Manager - Business Intelligence - Customer Insights

KOUT FOOD GROUP
06.2019 - 08.2024

Manager - Customer Insights

KOUT FOOD GROUP
12.2013 - 05.2019

Senior Supervisor - Engineering (Interaction Center)

ALGHANIM INDUSTRIES
09.2012 - 12.2013

Operations Associate - Marketing Services & Insights

ALGHANIM INDUSTRIES
11.2011 - 08.2012

Senior CRM Officer - AFKAR, Home Building Division

ALGHANIM INDUSTRIES
08.2010 - 10.2011

Operations Associate - Marketing Services & Insights

ALGHANIM INDUSTRIES
05.2007 - 07.2010

Manager - Field

IPSOS
01.2007 - 05.2007

Executive Researcher - Field

IPSOS
04.2005 - 12.2006

Editor- Telephone Controller & Field Supervisor

IPSOS
01.2002 - 03.2005

Masters - Data Science (DS)

Universidad Católica San Antonio de Murcia (UCAM)

Law -

Beirut Arab University

Similar Profiles

CREATE PROFILE
RAMADAN ZEIDAN