Sales and Customer Experience Director
national centre of meteorology
مجموع سنوات الخبرة :17 years, 10 أشهر
• Participate in developing, reviewing, and implementing organization strategies.
• Initiate and implement department’s annual operation plan, and KPIs to ensure business continuity, and achieve department’s target and company’s strategic objectives.
• Transform short and long term strategies into action to achieve Wataniya’s goals.
• Monitor competitor activities, and customer needs to secure a thorough understanding of the business, and challenges in order to stay ahead of competition and be the market leader, as well as, monitoring brokers and agents to track their performance and sales outlook.
• Set strategies and plans for sales team to attract new direct clients to Wataniya’s available products, and secure renewing current contract to insure business continuity.
• Lead the execution of the sales strategy to build the market share of the direct sales portfolio of Wataniya, and identify new premium opportunities.
• Manage the expenditure of the sales budget across the year with the support of the CFO, as well as managing contracts renewal and draft reports, and provide progress analysis.
• Enhance Wataniya’s brand image and perception, and increase market share and awareness.
• Conduct life surveys and market analysis to identify and target potential buyers and remove/rearrange unprofitable customers.
• Manage and Organize Seminars to target new customers and increase market awareness.
• Evaluates and implements appropriate new sales techniques to increase the department sales volume.
• Conduct portfolio review with sales team to review clients’ loss ratios and take necessary corrective actions, and create effective strategies for current broker and agencies to ensure profitable relationships.
Leads the Retail Sales Department to ensure meeting agreed objectives of the strategic & financial plan.
Ensure smooth communication between the departments to maximize the support to staff.
Ensure the prospecting, recruitment training and coaching of the agreed number of Sales Managers and
Staff.
Facilitate the opening of new Branches as per the agreed plan and provide them with the needed support.
Monitor the performance of the Sales Staff as per agreed KPIs with a focus on actual customer needs.
Ensure the elaboration of the training material for the Sales team : initial and advanced, Arabic and English.
Implement an efficient Sales Management System following up performance and potential promotions.
Ensure the development of a Sales Management support team including an Assistant Sales Manager.
Actively contributes to the Company Strategic Planning process.
Provides detailed sales plan and targets for an ongoing 12 months for sales area.
Manages and leads multi-channel Retail Sales team to achieve all elements of prospecting and selling efforts in market segment with
Deliver volume and yield targets for the channel while remaining focused on relationship building
• Manage sales pipeline, segmentation and accurate forecasting
• Develop a sales plan and cascade the budget
• Monitor performance against KPI and take corrective action where necessary
• Manage and coach a team of individuals to optimal performance
• Oversee customer satisfaction surveys
• Set focus of telesales campaigns
• Manage coordination with other channels
• Conduct performance dialogues on action implementation and impact
• Achieving the Annual/Quarter Sales Target set for the partner.
• Achieving the Annual/Quarterly Service Targets (Mystery Shopper) set for the partner.
• Assist the partner's in developing Annual & Quarterly plans.
• Work closely with Partner to develop new initiatives to increase & exploit sales opportunities.
• Consistently communicating to the partner all updates related to the Biz..
• Explaining company strategy & objectives to partner's management and set their business plans accordingly to achieve company objectives
• Assessing & communicating any gaps in partner's performance.
• Conduct shop visits along with partner's management team every month.
• Conduct Bi-weekly meetings with partner's management team to align and improving overall Biz.
• Resolve all requests raised by the partner on the National level.
• Identify any gaps in SLAs between partner and Zain and solve them.
• Ensure all related partner's reports is accurate and sent regularly.
• Represent the partner in all related cross functional meetings.
• Ensure partner's stock levels is adequate and sufficient on National level.
• Act as a SPOC for the partner with internal stakeholders representing and ensuring partner's interest and benefit is properly addressed.
• Ensure partner is following Zain's policies & procedures.
• Identify and report on any discrepancy done by the partner.
• Applies penalties (Financial & Legal) on partner when due according to Zain Penalty grid and contractual agreement.
Developed & create failing & documentation room in a new branch.
• Developed & process rotation between customer service & tellers.
• Developed a process that reduced customer waiting time.
Responsibilities Included:
• Ensure availability of cash in the branch according to daily Need.
• Conduct and administer required briefings for Cash Area.
• Ensure that all ATM’s in metro branch is working fine.
• Ensure that Alarm system is working.
• Ensure that all tellers are closing without shortage.
• Determine the right type of training needed for tellers in regards to their weakness and strengths. • Branch Reserve & ATM custodian.
Responsibilities/Achievements: • Assess the core, managerial and/or functional competencies of agents by monitoring daily activities. • Managed to coordinate with different departments to streamline operations. • Deal with escalated customer complaints and compensate unsatisfied customers as per granted authority matrix. • As complain specialist (Solving customer services request). • Designated to give training for call center in MNP policies and procedures. • Focal point between Mobily and STC, CITC for pending cases. • Daily reports for port in and port out with the reason. • Authorized to waive and refund amounts for customers. • Supporter for the sales department in MNP cases. 2006 (Data support Team). • Blackberry support team. • Spoke for the data bundle (internet) cases, designated to give training for our team for any new promotion and changes for the data bundle. • Designated to give the call center agents training in technical aspects (data bundle, phone setting, blackberry, and intranet). • Solving customer services request and technical complains. • Making mystery shopping & Testing new products and phones. 2005 Customer care (postpaid Team). • I worked as delegated team leader.