CRM Manager
Landmark Group - Saudi Arabia
Total years of experience :11 years, 6 Months
Sales and Customer Focus
• Implements a high standard of customer focus within the store
• Regularly assesses customer service standards within store
• Leads by example in all aspects of customer service
• Actively seeks ways to achieve or exceed shop sales targets
• Ensures all members of team have an understanding of figures and targets to be achieved
• Ensures any promotional offers, regarding stock, are implemented within own store
• Ensures store maintenance budgets are used effectively to maintain smooth running of the store
• Liaises with Retail and Concept Manager to ensure store has the correct stock package and required stock levels to maximize sales potential
• Ensures a high standard of visual merchandising and maintenance amongst all staff
• Effectively communicates any changes in stock or store layout to all members of the team
• Maintaining the back store operation and replenishment of the merchandise
• Resolves salesperson complaint and concerns and provides ongoing performance feedback, Counsels salesperson when necessary;
• Encourage full participation of salesperson in creating store goals and developing plans
• Ensures store portrays the company image in all aspects of personal presentation and adheres to the company dress code as laid out by the Company
Competition Management:
• Is aware of the key competitors for the store & monitors competition on all aspects on a regular basis.
• Suggests proactive measures to the Area manager to counter competition threats.
Store Administration, Maintenance & Security
• Regularly audits own store administration and resolve any issues
• Implements, within own store, any changes in administration procedure positively and effectively
• Ensures that the store maintenance is taken care of fully & aids in doing preventive maintenance of the store.
• Maintains a high standard of security awareness, regarding stock and money, within store
• Consolidate complaints issued from various channels (inside and outside the organization)
• Understand the reasons and factors behind complaints
• Validate complaints from the perspective of customer rights as well company privileges
• Capture and sort complaints according to type, channel and concerned parties
• Recommend solutions (including any form of compensation) based on guidelines and experience
• Propose recommended tactics (recurring and forthcoming) based on complaints type and based on unplanned
• Log complaint; assign to most relevant department employee with key notes and minutes
• Monitor the correct assignment of any complaint flow, from notification log to transfer and resolution
• Follow-up complaints process and closing execution within the defined SLAs • Escalate to next supervision/management level in case of delay and/or violation of any SLAs • Assist and endorse proposed resolution - whenever required - at all level • Maintain journal to ensure there are few pending, extended, or unresolved complaints
• Control complaints are closed by assigned party within the company defined service level agreements • Ensure a positive customer experience is delivered throughout the complaint handling process
• Ensure customers are satisfied about the complaint handling, communication approaches, proposal and resolution offered
• Provide appropriate recommendations and guidance for corrections and improvements
• Follow-up revisions of processes, policies and procedures are effectively planned, communicated, deployed, executed and maintained to avoid recurrence of complaints, errors, mistakes and any other similar incidences
• Report customers’ complaints, comments and feedback, and their impact on the business - positive or negative experience
• Recommend additional preventive or corrective actions and solutions to reduce the number of complaints and to improve the standards of the organization.
• Ensure store Open & closed on time.
• Ensure all promotions labels, flyer, signs have put in the right place.
• Ensure all process and procedures apply on all transactions. • Ensure all items put in the right area.
• Calculate the number of customer was visited our store on daily bases.
• Ensure all store functions have work as well as e.g. CCTV, Sensors etc.…
• Ensure all logistic services available as well as e.g. products availability, car parking, cleaning store etc.…
• Monitoring team performance.
• Training our team.
• Arrange weekly schedule for duties time.
• Hiring new staff.
• Seeking to solve Complaints come from staff or Customer.
• Provide Customer information about products & services program.
• Take orders response to customer complaints, process of return & exchange also loyalty program e.g. gift voucher.
• Maintenance and assembling computer.
• Installation of Windows.
• Maintenance of LAN and WAN network.
Bachelor’s Degree, Information Technology Computing, Good dates attended 2008 – 2014 description Data computing information Networked living : exploring information communication technologies Computers and Processors Putting computer system to work Object oriented programming with java Relational database theory and practice Putting java to work Software Development with java Software engineering with objects Keeping ahead in ICT
Education courses: • Diploma in IT systems network two years. • Approval International computer driving fully advanced. • Advanced level in English (EL112) Practical experiences: • Maintenance technician worked Institute Rayyan six-month period from 14/6/2007 to 14/12/2007 enacting the status of the ADAR secretary for exhibitions and conferences have official and maintenance of a computer Hussein Abdel-Ghani group Now I have been working in united electronic company customer service representative since 01/03/2009 1. Maintenance and assembling computer. 2. Installation of Windows. 3. Maintenance of local networks. 4. Network card installed. 5- Reference government managements. The nature of the work: • Maintenance of computers and equipment. • Control networks. • Use well-Office programs. • Data entry. • The secretarial and administrative work. • Using JavaScript program language. • Using C++ program language.