Aisha Kaur

Results-oriented professional with over 20 years of experience in Creative, Marketing, and Regional Customer Relations roles at senior managerial levels.

Proven track record of driving business growth and enhancing brand reputation through innovative marketing strategies. Skilled in building and managing high-performing teams, fostering strong client relationships, and delivering exceptional customer experiences. Demonstrated ability to achieve targets and exceed expectations in dynamic and competitive environments.

Overview
As a Customer Relations Manager, I manage my team and work with Store Customer Relations Managers to optimize the relationship with IKEA’s customers in order to drive sales growth and sustained, long-term profitability. Implemented the global customer relations’ strategy, focusing on our country’s needs, in a way which motivates them to take ownership for the achievement of our agreed goals. Driving passion to create an enjoyable and successful shopping experience, motivating our customers to return more frequently, and buy more over time.

Role
Commercial/Business:
Setting and following up on challenging goals and Key Performance Indicators (KPIs) with my team based on our Country objectives and goals.
•Working together with my team and colleagues to ensure the easy buying process works for the customer.
•Actively influence the commercial agenda to have the customer in focus at all times, to create repeat visits.
•Ensuring the customers perspective is clearly understood and drives our decisions when changes are implemented in stores.
•Using evaluated customer insight to build my Country customer relations plans and actions in order to continually improve how we work with our customers.
•Ensuring all areas of the business understand the importance of having the right staffing levels in stores and contact centres to meet the fluctuation in customer activity.
•Networking with the global customer relations team and my colleagues in other Countries to share good ideas and successes, learning from what has worked and what has not.
•Implementing development projects and good ideas that have worked well for other Countries, using existing methods and tools.
People
•Provide an inspiring and motivating direction for IKEA CR co-workers and engage them fully in the tasks of becoming leaders in Life at Home and generating sales growth.
•Create an environment where the IKEA culture is strong and where the diversity of our customers and co-workers is valued.
•Recruit my team through IKEA values by identifying what skills are needed now and in the future to achieve the objectives of their role.
•Take joint responsibility with the Store Managers in the recruitment and development of Store Customer Relations Managers, by identifying what skills are needed now and in the future to achieve the objectives of their store.
•Committed to the development to CR Global team and matrix partners. Together they develop their individual Personal Development Plans to reflect their business and personal development needs. He supports them in achieving these goals.
•Empower CR Global team by delegating responsibility to them to help them grow and develop, according to their individual ability and experience.

Responsibilities
•Secure an easy buying process from home to home
•Understanding and matching customers’ needs and expectations now and in the future.
•Learning & understanding customers’ experiences and use insights to ensure they continually
improve their meeting with the customer.
•Lead and manage my team and work with the Store Customer Relations Managers to understand our national competition, our customers’ shopping behaviours and their life at home and use these insights to improve our customers’ shopping experience.
•Ensure the stores and contact centres analyse their performance and customer feedback, and we use these insights to make improvements to the easy buying process from home to home.
•Ensure the stores use all the tools that support the entire buying process
•Work with CR Global team and the store teams to ensure they make the total store experience family friendly and understand the positive impact this has on our business.
•Ensuring to build strong customer relations over time by optimizing the potential of our regions loyalty programs.
•Support e-commerce implementations. (read below on project roles & implementations)

An innovative role, working with all the departments and the senior management team at Ali Abdulwahab Al Mutawa Commercial K.S.C.C. to ensure that the customers view and needs are represented throughout the service delivery process.
As a Customer Care Manager for all AAW Brands such as Nike, Puma, TAF, SBNY, Furniture Showrooms, Appliances Showrooms, Outdoor Outlets and many other brands, I have to ensure that all my customer behavior is monitored closely and to ensure that customer satisfaction is met at a high level maintaining and building the strong relationship with AAW and its customers

To be the voice of the customer inside and outside of AAW, these are my role:
Communicating courteously with customers by telephone, email, letter and face to face;
Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
Keeping accurate records of discussions or correspondence with customers using the CRM - JD Edwards by Oracle
Creating cases in CRM to execute various surveys for our customers. Most surveys are telephonic and some are live surveys conducted on an iPad.
Analyzing statistics or other data to determine the level of customer service your organization is providing;
Writing reports analyzing the customer service that your organization provides;
Visiting customers to provide a one-to-one service;
Developing feedback or complaints procedures for customers to use in stores
Developing customer service procedures, policies and standards for your organization or department;
Being involved in staff recruitment and appraisals;
Training staff to deliver a high standard of customer service;
Leading or supervising a team of customer service staff;
Learning about organization’s products or services and keeping up to date with changes; Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

MAKS Inc General Trading & Contracting Company 2011 -2011
Client Relationship Manager
Contracting & Business Development Department

My primary role is to ensure that my company gets connected to more business opportunities with the prime contractors located in Kuwait/Afganistan and Iraq.
We have executed some interesting projects with DynCorp, KBR, ITT, Fluor, Agility and more. We work directly with US Prime Contract Awardees. I lead a team of 5 - 10 employees that report directly to me. I report directly to my Business Development Director and coordinate all companies business and plans to move forward with new ideas and business flow and targets.
I track all my meetings/agendas and follow ups. All company services presentations are done on Power point and presented to client by a projector presentation. I also ensure that my company gets registered as a vendor with many companies so that we can execute procurement and sub-contracts jobs. Proposal writing is also my main strength besides coordination of the project till it is successfully delivered to client with satisfaction. Monthly reports are prepared on weekly basis and presented to my Director to keep him updated on all company activities and sales.

Specialties
Vehicle leasing and Support & Tracking
Catering
Grey and Black Water removal
Prime Power
Design/Build Horizontal/Vertical-CMU, PEB
Heavy Equipment Leasing
Force Protection Barriers
Temporary Cabins/Containers-Living, Office, MWR, DFAC, Laundry
Ablution
Mobile or Static, Turn Key
Pre Engineered Buildings
Complete Design/Build, Turn Key, Man-camp Services
Operations and Maintenance Services
Logistics and Supply Chain Management
Preferred Vender Procurement Source
Interior Designing
IT & Advertising

I have a fairly good knowledge on the above listed services that we offer to our clients.

Scratch MC 2010 -2010
Business Development Manager

Marketing Advertising and Media Communications services such Corporate Branding, Public Relations, Outdoor Advertising & Bookings, Corporate Identity Placement, etc.

* Leader of a team of employees in Advertising department.
* Managing and supervising the creative department for professional design work output for client's satisfaction.
* Competing with other vendors to produce the best looking advertising work.
* Complete branding and media campaign for "BENIHANA" franchise Japanese restaurant
* Marketing and presenting company achievements in the past years with an extensive portfolio.
* Preparing proposals and quotations for each project that enters a bid.
* Vast knowledge of pricing and costing in the above field.
* Project Management skills which includes planning and delivery of each project within the timeframes allocated to clients.
* Meeting up tight datelines for customers satisfactions.
* People orientated with excellent presentation skills.

Quantum Group 2009 - 2010
Marketing Director

Quantum Group which was branded and named in 2009. All branding work for Quantum Group was executed by me as I have pure passion for designing. Quantum Group main area of businesses was IT & Advertising after which we have expanded to a new department for Events Management Services.

The following projects in the loop:
Kuwait riders
Stone Grill Restaurant
Del Mar Café
Al Taher Law Firm
And more

KNAPCO 1999 - 2003
Client Relationships Manager

Hired to manage, co-ordinate and supervise a team of designers in IT department. In-charge of presenting and producing state-of-the-art websites adapting to the latest technologies. Reporting to my CEO with weekly project reports. Responsible for producing a yearly directory called "Teledymag" with my creative input. Meeting clients to present company's portfolio.

* Leading a team of 5 designers.
* Accomplished major projects for my company such as Gulf Bank of Kuwait, Al Ahli Bank of Kuwait, Mcdonalds Kuwait and more
* Liaising with printing companies for printing of corporate materials for clients.
* Mostly adored by my clients for my marketing skills.


Technical Skills
Adobe Photoshop CS3 • Adobe Illustrator • Microsoft Word • Power point • Project Management