Moustafa Essa

Continuous Improvement ManagerFull Time

• Job Details:Manage the Fulfilment Centre improvement plan to focus on best customer experience at the lowest cost Develop a culture of continuous improvement and lean thinking Contribute to and facilitate Kaizen activities Help drive the implementation of Lean Standard Work Train and support all levels in Kaizen activities Disseminate Lean Standard Work principles across teams Support and manage the Fulfilment Centre implementation Agenda Take ownership for the LSC (Leadership Steering Committee) Coordinate and prioritize LSC process improvement activities and resources Lead daily GEMBA activities, going to the source of the problem, working with tenacity to rapidly solve associate identified barriers Standardize processes to Amazon and ECCF benchmark standards Liaise between FC and MENA/ECCF to drive leverage of cross-FC process excellence Maintain strong relationships with MENA/ECCF Process Owners and FC Process Engineer

Retail Operations ManagerFull Time

• Job Details:• Ensure availability of Products on the selling area by supervising the replenishment process and controlling the fitting rooms and Cash product processing as agreed with the store operations manager when present or his/her equivalent. • Attend and support the shipment receiving process and align with the commercial teams the needed deadlines to ensure new arrivals displays promptly. • Communicate with the store commercial responsible to efficiently plan the store commercial moves and take corrective action to the schedule where needed (stock and store). • Control shop expenses, by communicating to store teams the importance of asset preservation and use the put in place processes to highlight any abuse to the store operations manager when present or his/her equivalent, to take the needed corrective action. • Plan and lead shop cycle count, along with communicating the results to internal stakeholders, and follow up on the necessary analysis, troubleshooting, solutions proposed where applicable. • Monitor the resource allocation and provide the needed analysis and recommendation to enhance the store productivity to the store operations manager where applicable or his/her equivalent. • Support, develop and motivate the store teams, making sure they understand the importance of efficiency in the operation and identify successors to the store operations managers when present or his/her equivalent. • Recognize and educate all store colleagues applied to the basic safety standards and the best way to behave under crises. • Understand the basic commercial needs per section per season and take necessary actions to prioritize stock capacity, replenishment and processes to ensure the highest revenue of sales budget. Customer Service • Provides highest level of care to customers Visual Merchandising • Consistently ensures the floor is fully stocked with merchandise • Merchandises the store with the support of the visual merchandising team Sales & Stock Management • Opens and closes registers with cashiers at the start and/or end of the day within their store • Oversees the receiving of new shipments (stockroom layout, garment sensors, display) • Controls all returns/damages/store transfers • Consistently meets sales goals set by upper management while striving to exceed expectations Buying • Keeps up to date on product information regarding fits, fabrics, sizes and current season trends • Places orders for their department based on sales and latest market trends Loss Prevention • Responsible to meet shrinkage goals within the store • Oversees store inventories and ensures the highest level of accuracy when doing so Human Resources • Ensures the proper training for all staff and recognizes potential candidates for promotion • Recruits, interviews, develops and maintains strong team members • Ensures that all HR procedures are followed (payroll, store coverage, budgeted hours, training) Operations • Organizes all issues relating to general services (maintenance, store orders, heating/cooling) • Follows all Zara company policies and procedures focusing on the Zara management principles

Customer Care and Enquiries ManagerFull Time

• Job Details:- Enquiry Management: Ensuring that enquiries are measured appropriately in an aligned fashion across Egypt using queuing management systems for face to face transactions and also including interactive voice recording reports, to ensure timely delivery of all services in a structured fashion. -Turning Enquiries into Registrations: Coach and develop, create methodology involving staff to increase registrations for all products, using appropriate and align to global British Council standards for customer service. -Measurement & Insight: Use tools to provide insights which guide decisions and management strategy, using Google analytics to perform competitor analysis, as well as analytics regarding British Council. -Reporting to highlight and influence customer service team activity and behaviour with a goal of continuous improvement. To lead the way regionally and globally in the realm of British Council. -Combined operational reports from all sites to give appropriate operational snapshot which allows management control: utilizing multiple data sources which feed into other reporting mechanisms that are required by teaching center -Build measurement & insight capacity to serve multiple business units with a view to expand beyond the usual customer service reporting to develop meaningful insights that are relevant to key stakeholders -Provide reports to management that cover all aspects of operations. Understand business cycles that exist in the British Council, provide relevant insights at cycle checkpoints, ensuring visibility for management regarding the performance of the service and sales operations Timetable Management & Scheduling: -Managing teaching center timetabling team to analyse trends and develop a customer focused class timetable for all centers in line with planned business targets. -Managing the team to deliver the full programmed of classes, placement testing, training, and cover for recruitment purposes. also managing and monitoring timetables. -Managing the team who involve in creating, maintaining, and communicating a weekly schedule of teaching center activity to all teachers and managers and ensuring transparent and balanced workloads in line with contracted terms and conditions. -Managing the team who is responsible for notifying cover teachers of their need to substitute and recording monthly substitution statistics to feed into recruitment planning. -Customer Service Delivery: Deliver an integrated service to corporate standards which meets the needs of internal and external customers to enable all departments to meet their agreed targets. -Registration & Finance: Carry out registrar role to facilitate customers' registration. -Finance: Assure accurate income collection, issuance of receipts and reporting of revenue to corporate finance procedures.