Emad Edin Alshugran

· Spearhead the development of E-services in collaboration with Marketing, E-Commerce, and Customer Experience teams, leveraging collected data.

· Implement and optimize an Online Sales strategy to secure and maximize online revenue contributions.

· Serve as the primary contact and project lead for the [www.Keakado.com] website.

· Conducted comprehensive training sessions for new employees, spanning six months, covering various job aspects and supporting systems such as SAP ERP, Magento2, Checkout portal, etc. Provided ongoing advice, guidance, and mentorship on duties and best practices.

· Monitor and update prices daily, and generate Daily, Weekly, and Monthly Procurement reports based on sales historical data.

· Oversee Inventory reports and manage Expiry and Damage Protocol reports.

· Compile and analyze daily reports on available articles for online sales.

· Developing and implementing multi-year category strategies aligned with business objectives, communicating strategies to stakeholders, and driving initiatives to optimize procurement processes and achieve strategic goals.

· Leading strategic procurement processes, managing supplier portfolios, conducting market analyses, and utilizing analytics to monitor procurement volumes, costs, and identify opportunities for optimization and cost savings.

· Maintaining key supplier relationships, executing supplier performance reviews, and escalating issues within assigned categories to ensure timely resolution.

· Collaborating with internal stakeholders to identify and consolidate procurement requirements, providing advisory services on suitable alternatives, and leading negotiations and contract management activities to secure cost-effective sources of products and services.

· Manage website content, ensuring its availability and health.

· Create and debug new pages/content, regularly checking the website workflow for optimal performance.

· Conduct daily debugging and testing to ensure the seamless function of the website.

· Debug the sync link between the website and the ERP System.

· Utilize an Excel dashboard to monitor crucial operational parameters on a daily basis.

· Develop Standard Operating Procedures (SOPs) and Workflow charts to ensure smooth task handling by team members.

· Oversee the logistical aspects of daily operations.

· Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.

· Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.

· Proactively engage with suppliers to introduce new articles online and expand the available assortment.

· Collaborate in steering and supporting e-service developments for the Region in tandem with Marketing, E-Commerce, and Customer Experience through meticulous data analysis.

· Facilitate and ensure the success of online sales, implementing a Direct Sales strategy to maximize revenue contributions.

· Play a key role in executing an operations strategy that guarantees a 5-star service delivery and outstanding customer support.

· Oversee online payments and implement robust fraud prevention measures.

· Provide essential support to customers by promptly addressing and resolving their email inquiries.

· Coordinate seamlessly with other departments to ensure the smooth execution of operations and effectively handle customer queries and issues.

· Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

· Conducted a comprehensive six-month training program for all recruits, orienting them in various job aspects and familiarizing them with supporting systems such as Amadeus, E-Commerce Tools, Payments Portal, etc. Offered continuous advice, guidance, and mentorship on duties and best practices.

· Collaborate in steering and supporting e-service developments for the Region in conjunction with Marketing, E-Commerce, Customer Experience, and Ground Services.

· Contribute to the execution of a sales plan aimed at increasing the airline's direct distribution share, integrating all activities into Qatar Airways' overarching sales and marketing initiatives.

· Actively participate in the development of the Direct Sales distribution channel for the Qatar region, working towards achieving regional Direct Sales revenue targets and strategically growing revenue through channels such as qatarairways.com, Contact Centers, CTOs, ATO, and implants.

· Collaborated with vendors to locate replacement components and resolve advanced problems.

· Used Zendesk to create and updated tracking documents.

· Steer the lead point role in managing critical and high-profile safety incidents on a global scale.

· Oversee day-to-day operations, including stakeholders, vendors, and system integrations, ensuring seamless functionality.

· Develop and implement a comprehensive performance management model to enhance operational efficiency.

· Conduct benchmark analyses to identify and establish KPI targets that drive impactful business results.

· Innovate and implement new policies that add value, focusing on ensuring stakeholder satisfaction.

· Establish collaborative processes, channels, and a feedback loop to enhance operations and communication with other departments.

· Collaborate with various departments on safety-related projects, creating and managing operational processes and rollout plans.

· Curate and maintain a comprehensive research document covering safety and security-related news, technological advancements, and global data analysis. This serves to support ongoing projects and identify opportunities for future initiatives.

· Design Standard Operating Procedures (SOPs) for all use cases in safety and security incident management.

· Lead the business case for a specialized operations center dedicated to addressing safety and security-related issues.