عاصف شيخ

• Loyalty Program Management: Developed, implemented, and managed successful CRM program that increased customer retention, loyalty and repeat purchase.

• Campaign Management: Strategically planned, executed, and optimized multi-channel campaigns (SMS, email, WhatsApp) to drive engagement and conversions.

• Budget Preparation: Prepared and managed CRM budgets, ensuring efficient allocation of resources towards Campaign (SMS, email, WhatsApp), Raffle, new developments, optimization and alignment with business goals.

• Data Analysis & Reporting: Analyzed CRM data and campaign performance to generate actionable insights and reports for stakeholders. Prepared monthly CRM dashboards and campaign reports.

• CRM Strategy Development: Developed and executed CRM strategies to enhance customer engagement, retention, and satisfaction.

• Stakeholder Collaboration: Worked closely with sales, marketing, and other departments to ensure CRM initiatives supported overall business objectives.

• CRM Solution Implementation: Implemented and optimized CRM solutions on both SaaS named Capillary and open-source platforms named Odoo.

• Customer Segmentation: Conducted customer segmentation and targeted marketing efforts to maximize campaign effectiveness.

• Data Analysis and Database Management: Managed comprehensive datasets including Sales, Volume, Customers, Products, Product Categories, and Distribution Channels. Utilized advanced Excel functions such as Pivot Tables, VLOOKUP, and data validation to extract and analyze key insights.

• Dashboard Creation: Designed visually compelling Excel dashboards to track and visualize performance metrics across various segments. Transformed raw data into actionable insights to support strategic decision-making.

• Presentation and Reporting: Communicated findings effectively through PowerPoint presentations, delivering year-on-year comparative analysis and profitability insights to stakeholders.

• Strategic Recommendations: Collaborated closely with the Finance team to develop operational improvements and strategic initiatives based on data-driven recommendations.

Deliver service and support to JetPrivilege customers through email to provide and process information in response to inquiries, concerns, complaints and requests.
•Assisting customers with booking and cancellation of redemption ticket. Also providing relevant information regarding fight schedule, seat availability, taxes, surcharges and fees.
•Enrollment of new customers, assisting customers on tier review, promotions and JetPrivilege card query.
•Crediting of JetPrivilege miles of the customers earned through flights and programme partners on request through email.
•Instructing customers on using company website for information and handling of JetPrivilege profile.
•Co-ordination with head office and other departments through emails and phone calls for resolving customer complaints and requests.
•Address all escalations and social media cases of customers.
•Analyse customer issue and refer it to appropriate personnel to resolve all customer issues.

• Customer Support and Communication: Provided exceptional service to JetPrivilege customers via email, addressing inquiries, concerns, complaints, and requests promptly and professionally.

• Membership Management: Enrolled new customers, assisted with tier reviews, promotions, and resolved inquiries related to JetPrivilege cards and membership queries.

• Air Miles Management: Managed the crediting of JetPrivilege miles earned through flights and program partners upon customer request, ensuring accurate and timely processing.

• Cross-Functional Collaboration: Coordinated with head office and other departments via email and phone calls to resolve customer issues and enhance service delivery.

• Escalation Handling: Addressed escalated issues and managed social media cases promptly and effectively to maintain customer satisfaction and brand reputation.