CRM operations executive
Sephora Middle East
Total years of experience :16 years, 4 Months
• Managed all CRM Operations in stores across ME.
• supported in Increasing the number of new Sephora beauty pass members by 4pts Vs. Y-1
• Participated in increasing the turnover of the loyalty customers by 6pts Vs. Y-1
• Managed all CRM- IT related technicalities.
• Provided CRM reports related to recruitment, turnover, customers infographics and customer purchasing behavior.
• Taken responsibility of the CRM gifts stocks and allocations between the warehouse and the stores.
• Trained store teams on CRM processes and features.
• Trained over 1000 new employees on the Club Apparel Loyalty Program in UAE, Process and Content through Presentations, Live Demos and Training Material.
• Supported Club Apparel team in Launching the New App for Club Apparel across 6 countries through testing, Content, Store Staff Training, Monitor and follow up Process.
• Taken responsibility of the back end admin tool for Club Apparel Mobile App by updating, testing and reviewing the content along with rest of the team.
• Delivered daily, weekly and monthly reports to the VP regarding club apparel loyalty program behavior and the progress of the app.
Achieved 95% of customer data accuracy, 30, 000 customer’s engagement on social media channels, 60 Successful events with minimum 95% ROI Target, 100% customer satisfaction, 120% of the sales Target for 3 years. Succeeded in increasing the GP of 7 Brands by 30%.
• Efficient Marketing Budget allocation according to the strategies of the company.
• Supervise and support Marketing Coordinators over 7 countries.
• Event management; starting from planning the cost study of the event up to execution of the event; hotel reservation, branding, giveaways, feedback surveys and the ROI of each event.
• Communicate with vendor’s marketing departments and handle all activities related to Marketing such as corporate identity, catalogues, brochures, campaigns and online activities.
• Analyze market trends and recommend changes to marketing and business development strategies based on analysis and feedback.
• Marketing reports such as PINs, Participation, researches.
• Keeps promotional materials and sales tools ready by coordinating requirements with graphics agencies according to the Corporate Identity manuals.
• Production of branded items such as stationery and merchandise.
• Planning and forecasting corporate operations plan.
• Set team objectives on weekly, monthly and quarterly basis.
• Review last day results indicators (daily activities and client’s feedback)
• Conduct Sales presentations for customers.
• Conduct weekly review meeting with the staff to review objectives versus actual.
• Following up cash collection with the Finance department.
• Preparing customer database & Inventory reports.
• Following up with the clients, making sure that they are receiving proper service, and resolve any corporate client complaints.
* Receive corporate inquiries and deliver them to the sales team.
* Organize placement test appointments with contact person of our
customers inside and outside the centers.
* Receive new accounts from the corporate sales and prepare their
courses plan.
* Organize and mentor all the reservations and the enrollments for
our customers inside the centers.
* Communicate with the staff of the centers to provide our corporate
clients with the best service.
* Make sure that all procedures of enrollments for the corporate
clients are running smoothly.
* Follow up with corporate clients from the starting date of the course
till the ending date.
* Communicate with the contact person of our customers and update
them with the progress of their candidates.
* Send the new schedules, attendance, progress reports and
certificates to the contact person of the companies.
* Make sure that the accounts are satisfied with our service in order
to re- enroll with us by following up with them at the end of the
course.
* Handle all the corporate complains.
* Expand and open new accounts by visits, calls, emails…etc.
Language Center
* Handling different client's inquiries and registration procedures.
* Making presentations to the customers & follow up with them.
* Prepare evaluations for students with their certificates.
* Data entry and record management.
* Arranging schedules and room plans.
* Handling problems.
- French law and all levels of Egyptian law