Larbi Akharjou

Support and assist the Head of Marketing in the formulation and implementation of the marketing plan, events, customer experience, in-mall branding, and digital advertising.

Effectively project manage assigned marketing campaigns in their entirety - from planning through to tracking and reporting on return on investment.

Assist in coordination with retailers in cross-promotional customer service activities to ensure the execution of outstanding events and promotions.

Partner with internal and external stakeholders to coordinate events' execution and promotion.

Plan and execute all events including evaluation planning and execution of outsourcing as appropriate in conjunction with Head of Marketing.

Monitor and analyze the team's overall performance in order to evaluate the departmental KPIs and training required for the Customer Experience team, Digital team, and loyalty program team.

Think of ways to improve ROI in all campaign initiatives (digital and offline).

Demonstrated project management experience with the proven ability to manage timelines.

Understanding of response tracking and interpretation of campaign results.

Create and implement the regional marketing plan in conjunction with the International Marketing Manager.

Managed branding campaigns and event marketing initiatives in print, video, web and social media.

Oversaw development of traditional and social media marketing campaigns to drive sales and customer engagement.

Completed and submitted monthly and yearly reports to support executive decision making.

Customer Service and events management at Yas Mall developed by Aldar Properties LLC.

Responsible for managing & Deploying a team of Customer Service and Concierge of 210 customer service executives and concierges from different nationalities.

Set internal & external KPI's of customer experience department, meeting internally and externally expectation.

Reporting directly to customer experience Manager and Marketing Director.

Implemented ambitious customer journey enhancement to ensure highest level of satisfaction.

Work along side with events team, provide support to ensure all events and promotional across each asset in the Aldar retail portfolio hits the expectations.

Effective communication and coordination with third-party vendors to ensure quality execution and installation of decor during all retail events.

Assist in coordination with retailers in cross-promotional customer service activities to ensure the execution of outstanding events and promotions.

Partner with internal and external stakeholders to coordinate events' execution and promotional aspect including the Formula 1 weekend.

Support to project manages all events including evaluation planning and execution of outsourcing as appropriate in conjunction with events manager.

Maintain communication with all relevant departments to ensure the service delivery is met. Ensure accurate and timely updates to the customer service team operations.

Monitor and analyze the team overall performance in order to evaluate the departmental KPIs and training required.

Key Contributions:

Creation of the virtual Customer Service & and virtual shopping experience for Aldar PJSC at the Yas Mall, implemented for the first time within U.A.E Malls.

Developing Aldar Gift Card and Darna loyalty programs.

Contributed on the Customer Journey Enhancement Initiative mapping and implementation Planning the of the Mall customer touch points online and offline channels.

Provide customer journey input involved in the mall renovation and mall redesign 2022 vision.

Managing Call center team and CRM backend.

Partnered with ADMM to enhance Abu Dhabi Grand Prix customer journey within Yas Mall.

Partnered ADMM ticketing team implementing VIP ticketing office and provided experienced manpower.

Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.

Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.

Maintain a professional and high quality service oriented environment at all times.

Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.

Reporting directly to GM and the head Offices.

Responsible for all EOD accounting functions and communicate with the security team to ensure the safety of the hotel' guests.

Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counselings and evaluations and delivering recognition and also reward.

Oversee preparation of daily summary reports.

Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.