AM Distribution
KESC
مجموع سنوات الخبرة :16 years, 5 أشهر
- Customer Accounts
- Customer Complaint
- NMC
- RPR (Recovery, Protection, Revenue)
• Lead the Sales & Aftersales network throughout the country.
• Restructure Sales Operations & implement new operational Sales/Aftersales processes.
• Identify new marketing strategy. Identify & develop potential brown / green field sites.
• Implement/monitor marketing plans to generate Aftersales traffic.
• Implement measures to ensure Sales Team deliver best customer care.
• Deploy company policies, processes & procedures.
• Initial role involved extensive project planning with time based in U.A.E.
• Developed and implemented a strategic marketing plan to be employed through 2012-13.
• Completed market survey and re aligned brand pricepoints. Re negotiated complete range pricing structure to ensure brand is competitive in local market
• Manage business performance & formulate strategic Business Action Plan.
• Developed 2012 Marketing Plan that maximizes budget.
• Increased brand exposure by over 20% from prior Q1.
• Restructured Sales Operations.
• Extensive Marketing planning with time based in U.A.E.
• Oversee staff training, monitor performance and identify key staff for promotion.
• Planning for participation in 12th ITCN ASIA 2012 and GITEX Dubai 2102 exhibition accordingly.
• Keep up-to-date with market trends and new developments utilizing information for after sales business development.
• Interacting closely with the Dealers/After Sales team, to ensure products visibility and performance in the Power-retail Outlets.
• Deploy Dealership monthly performance management mechanism in order to evaluate Dealerships performance and determined improvement areas.
• Being the focal point of communication between the business and the customers had sense of ownership by developing a long term successful customer relationship.
• Plan, design and conduct appropriate marketing and selling strategies to meet After Sales Business development objectives and goals.
• Conduct Marketing Campaigns and Customer events on National scale.
• Monitoring the performance of the entire Toyota Authorized Dealer Network throughout the country.
• Conducting Audit & Productivity Enhancement Review of the all Toyota Authorized Dealerships in accordance with the Toyota’s Global Standards.
• Result compilation of Dealership Performance against the given targets and KPIs.
• Implement the TWSM (Toyota Way of Sales & Marketing) guide lines in day to day activities.
• Team Leader CSMIM (Customer Satisfaction Marketing Innovative Marathon) initiate at Dealerships in order to enhancing after sales business through kaizen implementation
CAC (Customer Assistance Centre) Administration:
• Setup Customer Assistant Centre and web-enable Voice of Customer (VOC) at Indus Motor Company and also at the dealerships network for close coordination all over the network.
• Develop the SOP's of Complaint and Inquiry handling for Customer Assistant Centre .
• Supervise the CAC team for better handling of customer inquiries and complaints.
• Prepare weekly and Monthly departmental MIS and present to the top management for kaizen.