Online Booking Engine
Increased the number of customers by 40%.
I developed an online flight and hotel booking platform for customers to be able to redeem their loyalty points for flight tickets or hotel nights.
Frame
Saved resource costs of 27% and achieved a 95% on-time reward delivery.
Frame is a web-based platform for internal users to manage the product fulfillment process across all clients for all redeemed rewards for the loyalty program.
City Points Mobile App
Developed and owned the customer loyalty product for the City Points program.
The project centered around an Android mobile app allowing tourists and residents of Dubai to collect and redeem points by performing certain tasks related to market merchants. The app serves customers worldwide and enables registrations to drive increased tourism and retail spending.
City Points Website
Developed the full business plan and feasibility study for the product.
A consumer web app allowing tourists and residents of Dubai to collect and redeem points by performing certain tasks related to market merchants. The program serves customers worldwide and enables registrations to drive increased tourism and retail spending.
Air Miles ME Website
Increased website traffic by 1,000% and increased customer engagement by 35%.
A consumer web app enabling users to view loyalty program participating companies, view offers and campaigns, and redeem their points for different rewards. The program serves customers in the Middle East region (primarily in UAE, Qatar, and Bahrain).
My Rewards Points Website
Provided an online presence for our client's HSBC Middle East Bank's new program.
An online product for premium customers of HSBC Middle East bank where customers can log in to check their points balance and redeem them for bank and other retail products.
Rotana Bookers Website
Provided an online presence for a new program for our client Rotana Hotels.
A consumer web app for Rotana Hotels’ premium customers enabling them to log in and check their points balance and redeem them for bank and other retail products.
Redemption Automation
Reduced the processing time down from 3 hours to 2 minutes.
A desktop app that automated the end-to-end points redemption process for the loyalty program, engaged third-party suppliers, and ensured delivery within the agreed-upon SLAs.
Real-time In-store Redemption
Increased customer spending at our partner merchant by 60% and customer engagement by 40%.
A web app for a coalition loyalty program enabling the customers to redeem their points at participating merchants in real-time and use the points as a payment method.
Air Miles 2.0 Website
Increased member website traffic and customer engagement by 250%; also introduced a personalized web experience.
A completely revamped web app for coalition-loyalty-program members enabling them to view loyalty program participating companies and their value propositions, offers, and campaigns; also the ability to redeem their loyalty points in real-time for different rewards. The program serves customers in the Middle East region (primarily in UAE, Qatar, and Bahrain).
IVR (Interactive Voice Response)
Saved 30% in customer service department costs.
A client-server app enabling a 24x7 self-service for the customer to perform major functions like checking their points balance, update their profile, and redeem points.
Saudi Holandi Bank Program
Increased the amount of credit card spending and the number of new customers.
A bank-wide loyalty program is offered to all customers and designed to increase customer acquisition and customer engagement for the bank, including credit card usage, ATM transactions, loans, and other interactions.
CRM Strategy and Implementation (Salesforce)
Made a global alignment of business development efforts and a unified customer value proposition across all teams.
I worked for an employer in the airline industry where they had management control over three other airlines and wanted to develop a global strategy for the business development and partnerships team to unify the offering, value proposition, pricing, communications, and streamline the overall process while maintaining a local culture of managing clients.
I also led the implementation of Salesforce CRM at an airline organization as well as the partnership strategy for the airlines. This project resulted in aligning the entire lifecycle of global clients across four partially owned airlines, unifying the pricing strategy and value propositions, bringing sales teams, partnership teams, finance, and operations under one umbrella.
The project was extended to include the day-to-day processes of existing clients, so we had all proposals, contracts, transactions, billing, performance, and other related aspects logged and managed on the CRM.