Osama Amru

Results-driven Store Manager with over 12 years of experience in retail management, customer care, Skilled in sales operations, team leadership, KPI achievement, and customer service excellence. Adept at analyzing financial reports (P&L) developing sales strategies, and training teams to exceed performance goals.

Store Manager at Al Shaya Group – Home Furniture Division (2018-04 – 2025-12)

• Conduct regular financial and stock audits.
• Regularly update track and communicate the store dashboard.
• Maintain the VM standards in the store.
• Maintain the employee records.(Leave Management, Passport, Performance and conduct History, roster management)
• Oversee day-to-day store operations, including opening and closing procedures.
• Set and achieve sales targets, monitor KPIs, and analyze sales performance to identify areas for improvement.
• Conduct regular team meetings to communicate goals, performance expectations, and provide constructive feedback.
• Implement and enforce company policies and procedures to ensure compliance.
• Communicate regularly with higher management, providing updates on store performance, challenges, and opportunities.
• Develop and implement action plans based on performance metrics to drive results.
• Maintaining the back store operation and replenishment of the merchandise.
• Implement and enforce security measures to prevent theft and ensure the safety of both customers and employees.
• Recruit, train, and develop a high-performing sales team.
• Monitor and manage store expenses, budgets, and financial goals.
• Maintain a relationship with the mall management.
• Effectively communicate with the office back-end team regarding store-related activities.
• Address customer inquiries and concerns promptly, striving to exceed customer expectations. Manage people in regards with performance and conduct of store employees.
• Constantly upgrade the skills of self and team and create a pipeline of future store managers.
• Identifying the learning gaps of the team and creating a process to address the same.
• Conduct training sessions for new hires and ongoing product knowledge sessions for the team.

Customer Care Representative at Abdullatif Jameel Company LTD (Lexus & Toyota) (2016-07 – 2018-01)

• Provide a high level of customer service and professional communication skills.
• Assisted service department with customer inquiries and scheduling efficiency.
• Maintain a thorough knowledge of all departments, products and services so that customers are provided accurate information on maintanance, appointment requirements, and general queries with confidence at all times.
• Highlight any recurring problems that are identified and then direct the information accordingly so that corrective actions can be taken promptly.
• Provides customer satisfaction to both internal and external customers and strives to continuously improve service deliver.
• Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of supervisors.
• Escalate complex issues to appropriate departments or supervisors when necessary.
• Maintain up-to-date knowledge of automotive products, promotions, and company policies.
• Document all customer interactions in the company's CRM system for future reference and analysis.

Store Supervisor at Zain Telecommunication (2011-01 – 2015-05)

• Supervised daily store operations and monitored employee productivity.
• Consistently achieved monthly sales targets and supported team development.
• Ensuring the highest levels of customer service are provided by retail staff and ensure they have the skills and support required for maximizing sales.
• Providefeedback to the Area Manager with regards to employees and products
• Ensuring the employees has the skill to provide highest levels of customer service for maximizing the sales
• Ensure the company's policies and procedures are adhered by all the staff at all the times
• Regularly audits own store administration and resolve any issues
• Manage the daily roaster, leave and grievances
• Providefeedback to the Area Manager with regards to the employees and product.

Diploma in Accounting – Najah Institute