Senior Customer Experience Territory Manager – CRM Business Applications
Oracle
Total des années d'expérience :18 years, 7 Mois
Highlightsu**
• Attained excellent knowledge and experience on the Oracle Customer Experience (CX) portfolio, a range of products and services designed to enhance customer experience.
• Acquired several customers spanning different industry verticals - retail and wholesale, technology, software, financial services, utilities, telecom, pharmaceutical, manufacturing, and non-profit.
Responsibilities
Business Development & Sales
• Direct responsibility of generating business and servicing key accounts in the Western Region of Saudi Arabia; key focus was providing Oracle Service Cloud solutions and Social Relationship Management solutions.
Customer Relations
• Analyze and understand customer requirements, determine which solution from the CX portfolio suits their specific needs, and suggest the same detailing advantages and features.
• Make detailed presentations to customers on the CX offerings that help differentiate their company across all channels, touch-points and interactions with their customers.
• Formulate and implement CRM strategies that encourage customer relations and customer loyalty.
• Establish and maintain high levels of customer satisfaction through long term customer. relationships ensuring that they derive full value from the CX solutions provided.
• Act as first point of contact involving customer requirements / issues post solution implementation; ensure these are communicated to the team and resolved promptly.
Reports Generation
• Generate, analyze and forward reports to the Regional Applications Head, based on which strategic decisions can be made.
Responsibilities
Business Development & Sales
• Achieved all regional sales, financial and operational objectives by collating and analyzing sales information, deriving conclusions, and giving recommendations for strategic plans.
• Formulated action plans to be implemented, monitored implementation and performance, compared with planned figures and took remedial action where needed.
• Created and implemented district wise sales plans and quotas to meet overall sales objectives.
• Monitored sales cycle; identified bottlenecks and suggested improvements in the process to make it more efficient.
• Supported and guided district sales representatives in achieving targeted figures.
Operations
• Implemented production, productivity, quality and customer service standards in accordance with established company guidelines.
Customer Relations
• Established and maintained solid business relations with key customers across the region; identified potential customers and initiated contact to explore business opportunities.
• Recommended product offerings and enhancements by identifying new product opportunities, and product and service changes.
Other
• Provided key inputs during annual budget formulation, scheduling expenditure, and taking corrective action where actuals fell short of budgeted figures.
• Studied consumer needs and trends to establish where the company offerings could fit in; tracked competitors and developed strategies to counter competition.
• Implemented trade promotions by publishing, tracking and evaluating trade spending.
• Kept updated about industry trends and new products and services by participating in educational opportunities, reading professional publications and maintaining professional networks.
Highlights
• Spearheaded a portfolio of 25 clients with an established KPI retention rate of more than 80%.
Responsibilities
• Coordinated and cooperated with various departments and personnel including the Sales & Pre-sales Teams, Territory Sales Manager, Technical Team and Account Executives to chalk out strategies and achieve sales targets.
• Oversaw the entire sales cycle from identifying prospective clients to solution delivery, and ensured high level of services were provided to the client throughout.
• Prepared weekly, monthly and quarterly status reports that aided informed decision making.
• Generated new leads, opportunities, upgrades and renewals to support to business development and revenue generation.
• Ensured that all account plans were updated depicting all current and relevant information concerning the client.
Responsibilities
• Developed and implemented effective sales strategies in conjunction with the sales team.
• Held discussions and negotiated with potential clients to convert these into revenues for the company and meet top-line and bottom-line budgeted figures.
• Monitored and reviewed sales team performance, identified areas where more efforts were needed and guided the team towards better performance.
• Conducted risk analysis for various portfolios/customers to identify and mitigate risks, and enhance current portfolio quality.
• Understood customer’s diverse specific needs and applied product knowledge to meet those needs.
• Established and maintained sound relations with customers by exceeding customer expectations and retained customers.
• Developed and maintained detailed product knowledge of the company.
Designation Chronologyu**
• April 2008 - June 2008, Business Development Manager, Jeddah, Saudi Arabia
• October 2007 - April 2008, Branch Manager, Manama, Bahrain
• September 2005 - October 2007, Marketing and Research Executive
Responsibilities as Business Development Manager
Prospected for new clients through extensive networking and generated interest from potential clients regarding the company’s products and services.
• Planned persuasive approaches and gave detailed information of the products to the clients to acquire new accounts and expand client base.
• Developed good rapport with clients, grew and retained existing accounts by presenting new services.
• Participated in strategic planning to develop new business pipeline.
• Prepared detailed client proposals and contracts and requisite documentation in accordance with laid down company policies and procedures.
• Participated in promotional events like trade shows and other programmes viz. conferences and seminars as designated representative of the company.
• Utilized knowledge of the market and competitors to identify and develop the company’s unique selling proposition.
Responsibilities as Branch Manager
• Oversaw branch activities viz. claims processing, market positioning, auditing, loss prevention, underwriting, MIS depicting operating results and insurance trends.
• Monitored competitors’ activities, and consistently updated the GM regarding the same so that suitable counter measures could be deployed where necessary.
• Devised business expansion strategies, acquired customers for the company and enhanced revenue.
• Led and mentored the branch staff; provided timely coaching and training to enhance skills that helped them meet / exceed business goals.
• Developed and implemented operational risk policies, procedures and guidelines.
• Provided regular reports, presentations and analyses to senior management on business development activities of the company as well as its financial and budgetary implications
Responsibilities as Marketing and Research Executive
• Monitored market dynamics and competitor activities, conducted surveys and feasibility studies, and recommended measures for countering competitor strategies.
• Participated in ATL and BTL activities, coordinated with media and PR agencies regularly, and designed and managed communication material / marketing collaterals.
Previous Assignment
• 1 Year and 1 Month, Business Planner, Direct Marketing Services, Jeddah, Saudi Arabia
Courses Undertaken: Principles of Insurance, Underwriting, Claims, Insurance Marketing, Insurance Management, Re-Insurance Fundamentals.
Courses undertaken: Principles of Marketing, Macroeconomics, Business and Society, Accounting, Principles of Finance, Management Fundamentals, Introduction to Communication, Mass Communication Research, Broadcasting and Journalism.
