Operations Manager - Ecommerce | 6th Street | Adidas | Tommy Hilfiger
Apparel Group
Total des années d'expérience :11 years, 11 Mois
Responsible for the Group's E-commerce Websites For the Functions of :
- Customer Service.
- 3PL Shipping.
- In house Lastmile Delivery Team.
In the 6 GCC countries, when it comes to Cost, SLAs, and process improvement.
As well as supervising Omni-channel fulfillment.
Achievements:
- Renegotiated Agreements with 3PL partners which resulted in 4 Million Dirhams shipping cost saving in the previous fiscal year 2019.
- Improved delivery performance by 10% by developing clear and closely monitored SLAs with our 3PL partners.
- Built the in house Last-mile delivery team started in March 2019, by April 2020 we no have more than 100 team members delivering to customers in all the 6 GCC Countries.
- Built the customer Experience team and systems, and designed the backend system so the team can service all the Brand.coms, as of June 2020 the team size is 50 Agents.
- Worked closely with the development and product teams to build all the basic E-commerce front and backend systems, such as order tracking, returns system, knowledgebase, payment gateways, ticketing systems, etc..
- Designed and led Adidas’s Yeezy shoes Launches delivering superb customer service and 1 hour delivery time.
Built and managing Ecommerce & Omni-channel Customer Experience team for The group.
Servicing websites such as.
6thstreet.com
ae.tommy.com
adidas.com.sa
ae.randbfashion.com
•Prepare daily customer interaction Count Report.
•Coordinate with Various teams at Namshi to ensure customer's complaints are being handled in a timely manner to ensure that interaction count is low, and highlight high interaction count cases for immediate action.
•Identifying, analyzing, and initiating the escalation process inside Namshi based on the escalation criteria
•Establish accurate expectations from the escalating procedures, enforcing relief to the customers, and review the situation appraisal formulated by the escalation team to ensure customer satisfaction throughout the escalation process.
•Monitor the company's social media channels and investigate any case where an angry customer giving negative feedback or comment and resolve their issues before it gets traction.
•Optimize and enhance the escalation process starting from customer service and engagement agents to various teams responsible for resolving customer's complaint like warehouse, logistics, content and merchandising team.
•Ensure that full investigation is done for every escalation case with recommendations pointed out at the end to ensure customer satisfaction and avoid repeating same mistakes.
•Take final decisions to resolve complicated escalation cases and try to reach a win-win situation with the customer.
www.Namshi.com
• Manage Delivery Solutions team daily activities.
• Handle Communication with Couriers regarding deliveries, returns, and customers complaints.
• Prepare Daily Performance and delivery reports for the management.
• Prepare daily lists for delivery solutions team of customers to be contacted "based on shipment status", using Query and Zendesk .
• Handle Customers Balance refund cases.
• Handle Customers E-mail Communication with the delivery solutions team.
• Handle Automated Communications with customers
www.wateregypt.com
My Responsibilities :
•Promoting company products .
•Carry out new products launching campaigns .
•Always looking for new ways to generate leads and new Potential market to Penetrate .
•Get Important intel about Competition and market FeedBack .
•Building Strong Relationship with Whole sale customers to Reach customer Satisfaction .
•Tele Sales from office two days per week to follow up with Bigger number of my Customer Database.
•Negotiate Critical Deals with Customers .
•follow up with returned goods and payments especially Credit .
•Make sure that our Customers understand the Company marketing message .
•Posses excellent Product knowledge to help the customer with any technical issues he might face .
•Represent the company in Exhibitions.
•managing Several Key Account Customers .
•Handle Paper Work related to customer deals like Invoices .
I participated in several student Activities , one of them worth mentioning is MCM or Ministries council model, my team had the winning project which is A model of Ministry of education in a Liberal government and I presented the winning presentation .