Business & CRM Analyst
Al-Futtaim Motors
مجموع سنوات الخبرة :13 years, 1 أشهر
o Partnered with Toyota Motor Corporation (principal) and Middle East & North Africa Representative Office to launch sales funnel KPI driven projects, utilizing the Toyota business practices of Toyota Problem Solving and Small Group Activities
o Delivered sales process and CRM training sessions to sales associates across the Toyota brand in the UAE as part of the new Sales Transformation process rollout for the year 2019
o Collaborated with Mckinsey & Company and key stakeholders from across the Al-Futtaim Group in designing the new automotive sales process (Sales Transformation project was introduced across the automotive brands in the Al-Futtaim Group to digitize the sales process, thereby eliminating pain points experienced by the customer and the sales associate across the customer journey)
o Designed telephone & website lead management processes, and managed implementation to ensure optimal efficiency across the customer journey
o Worked closely with the Al-Futtaim Group Compliance & Audit teams to ensure adherence to company policy across all the 14 business centers of the Toyota brand in the UAE
o Designed dashboards, league tables and other significant reporting to assess sales performance of the brand and associate effectiveness in KPI achievement
o Coached sales and operations teams to effectively manage processes and systems in the aim of reducing turnaround times and promoting efficiency
o Launched the new SME Sales CRM system based on the principle of key account management, thereby ensuring enhanced customer relationship with the brand
o Managed the SAP & CRM platforms utilized by the sales teams to ensure the systems offer maximum support to the customer and the sales associate throughout the course of the sales journey
o Involved in strategic media planning to map out marketing activities (Campaigns, Events, Sponsorships, etc.) across the financial year to ensure budget management with a media focused approach to advertising
o Designed Marketing Performance Dashboards to measure and track the effectiveness of Toyota marketing campaigns and activities in generating leads and sales
o Launched a variety of research studies to measure and monitor Toyota brand health and that of the core competition
o Involved in the development & launch of the SAP CRM Marketing module on 7 May, 2014 for the entire Al-Futtaim Motors marketing operations across 6 major brands
o Designed & executed 4 product clinics to identify and analyze consumer preferences, propensity and purchase likelihood, and devised marketing strategies based on the latter factors
o Delivered 7 product training sessions & refresher courses for merchandisers at the distributer level and stakeholders across the business
o Managed product launches, marketing activations and advertising for the Panasonic Personal Care division in the UAE
o Supplementary responsibilities included budget planning for the Home Appliance Division across 7 GCC markets