MERLIN JEBARAJ STEPHENSON
Dubai,UAE
Summary
Results-oriented professional specializing in team leadership, strategic planning, and brand development. Proven ability to expand channel coverage and increase customer base through data-driven strategies. Expertise in analyzing customer feedback to implement programs that enhance satisfaction and loyalty. Strong collaborative leader with a history of delivering solutions aligned with business objectives and improving customer relationships.
Overview
1
1
Certification
5
5
years of post-secondary education
18
18
years of professional experience
Work history
Food service manager
Al Khayyat investment
01.2020 - Current
- Maximised long-term profitability by overseeing business process performance day to day.
- Drove strategy expansion and P&L accountability for sustained profitable growth.
- Planned project directions and led activities within schedule and budget targets.
- Managed end-to-end project quality and directed project management delivery.
- Maintained key account relationships while delivering operations improvement initiatives.
- Allocated design, technical, and support work across internal teams effectively.
- Controlled budgets and ensured financial accountability across project spending.
- Improved recruiting and hiring processes to raise productivity and quality standards.
- Monitored monthly, quarterly, and annual OPEX and CAPEX to control costs.
- Reviewed and finalised budgets and sales forecasts with stakeholders.
- Directed long-term planning to support company goals and readiness.
- Performed root-cause analysis on risk events to prevent recurrence.
- Provided adequate resources and verified staff competencies matched work requirements.
- Managed sales and back-office teams to meet customer expectation standards.
- Built technician software to manage daily routines, schedules, and performance tracking.
- Completed quality controls and monitored production KPI trends regularly.
Key Account Manager
Al Khayyat investment
01.2015 - 01.2020
- Achieved sales goals of AED 2M plus and service targets by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Responsible for sales, contracts, negotiations and reporting for accounts.
- Managing all Key Account to Maintain the Relationship & Operations related Improvements.
- Clients: ROTANA GROUP, COSTA (ELR), EKFC
- Budget and Sales forecast review & Finalization.
- Secured high-value accounts through consultative selling, effective customer service solutions and promoting compelling business opportunities
- Analyzed market trends in consumer industries to implement appropriate marketing and sales methods
- Conferred with customers to understand their needs and made targeted recommendations on coffee and products
- Long-term planning to support the company’s goals
- Performing root cause analysis on identified risk events to recommend improvement to prevent these risks events from re occurring in future.
- Managing AKI Food Service brands activities in UAE Region
- Managing sales and Back-office team to ensure that all the aspect of customer expectations are fulfilled
- Perform quality controls and monitor production KPIs
- Managing end to end Supply Chain for Equipment’s & Foods Items & Spare parts.
- Budget & Forecast review & Finalization with Brand Team.
- Monitoring & controlling of all the operations & supply chain aspects to have a Healthier operation to avoid the Last moment bottle.
- Developed strategic partner suppliers and negotiated long term contract agreement.
Assistant Training Manager
Café Coffee Day, India
Bangalore , India
03.2011 - 10.2014
- Coached employees during daily, weekly, and monthly sessions with feedback and counselling.
- Supported coffee festival expansion across Indian cities using technical process controls.
- Coordinated marketing activities for coffee and brewing equipment product launch campaigns.
Cafe Opertions
Cafe Coffee Day
Bangalore & Chennai , India
02.2008 - 10.2010
- 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.
Education
Advanced Diploma - Hotel Management
India 01.2005 - 01.2008
BBA - Business Management
Madurai, India 01.2009 - 01.2011
Skills
- Team leadership and development
- Strategic execution
- Performance tracking and results
- Proficient in Microsoft Office Suite
- Collaborative team leadership
- Enhancing customer experience
- Retention optimization
- Satisfaction metrics improvement
- Success-driven customer strategies
- NPS evaluation
- Customer feedback integration
Certification
- Completed Q GRADER coffee course from CQI
- Completed Professional Coffee Trainer course from Lavazza Training center Italy
- Completed Kappi Sasthra Coffee course from Coffee Board of India
- Completed International Coffee Cupping program from Coffee lab India Ltd
- Completed Coffee Roasting course from Coffeelab India Ltd
Hobbies
Travelling, Cooking, Cycling
Languages
English
Fluent
Hindi
Fluent
kanada
Upper intermediate
Malayalam
Upper intermediate
Tamil
Native
Affiliations
- Cycling
- Cooking
- Travel
Accomplishments
Indian National Barista Championship2012 and Represented in WBC Vienna
References
References available upon request.
Timeline
Food service manager
Al Khayyat investment
01.2020 - Current
Key Account Manager
Al Khayyat investment
01.2015 - 01.2020
Assistant Training Manager
Café Coffee Day, India
03.2011 - 10.2014
BBA - Business Management
01.2009 - 01.2011
Cafe Opertions
Cafe Coffee Day
02.2008 - 10.2010
Advanced Diploma - Hotel Management
01.2005 - 01.2008