Customer Relationship Management -Executive
Ajmal Perfumes
مجموع سنوات الخبرة :7 years, 5 أشهر
• Loyalty Program Management & Strategy Development:
1. Ensuing Loyalty program runs effectively across 4 regions & approx. more than 100 stores in GCC.
2. Develop and implement comprehensive CRM strategies to enhance customer retention, loyalty and satisfaction.
• Campaign Management:
1. Designing SMS & Emailers related to various campaigns such festive, occasion, product launches, brand sale & offers, exhibition etc.
2. Develop CRM campaign strategies aligned with Sales heads, Marketing manager & respective stakeholders.
3. Develop and implement customer segmentation strategies for targeted marketing and communication efforts.
4. Executing CRM campaigns by customer segmentation, testing, uploading, configuring & broadcasting.
• Campaign Performance Analysis:
1. Utilize analytics tools to track campaign performance and generate insightful reports
2. Prepare detailed campaign reports with test & control metrics in Excel.
3. Conduct A/B testing for Emailer campaigns
4. Analyze data to evaluate the success of campaigns and make data-driven recommendations for improvement.
• Data Management:
1. Design and develop monthly CRM dashboards reports, campaign reports, liability report and other CRM related reports from BI tool or dump transaction & customer data.
2. Customize dashboards to provide at-a-glance insights into sales, customer engagement, and other relevant data points.
3. Conduct analysis of CRM data to identify trends, patterns, and opportunities & Provide actionable insights and recommendations based on data analysis
4. Cleanse, validate, & enrich data for better analysis & business insight
• Collaboration with stakeholders:
1. Collaborate with respective region heads & stakeholders to align CRM strategies with sales, marketing & business objectives.
2. Communicate CRM strategies, initiatives, and results to key stakeholders such as sales heads or country heads within the organization.
• System Implementation, Integration and Optimization:
1- Lead the implementation of CRM into a SAAS platform named Capillary Solution and development of CRM solution on Open-Source platform.
2- Collaborate with IT teams and vendors to customize CRM solutions based on business requirements.
3- Prepare BRD, oversee development, implementation, testing & deployment and Conduct UAT as well as pilot testing for both POS & new loyalty platform
4- Optimize CRM workflows to improve efficiency and align with business objectives.
• User Training and Support:
1. Conduct training sessions for staff on CRM system usage and best practices.
2. Provide ongoing support and troubleshooting for CRM users.
Project on - Profitability Analysis of Western Region (Lubes)
•Analysed and reviewed database of Sales, Volume, Customers, Products, Products Category and Distribution Channel.
•Gathered data requirements from Manager and Executive Accountant and analysed the same using Pivot Tables, Formulas (v-lookup and others), and data validation using Microsoft Excel.
•Created visually impactful dashboard in Excel using Pivot Tables for Sales, Volume, Customers, Products, Product Categories and Distribution Channel based on different segregation and parameters. Extracted, interpreted and analysed data to identify key metrics and transform raw data into meaningful and actionable information.
•Presented the data findings of profitability sheet through PowerPoint presentations by making year on year comparative analysis.
•Through analysis, created recommendations with Finance team to improve operations and strategies.
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.
• Prepared a Power industry report investigating financial performance of five companies in power sector. • Prepared a report on eight stock portfolio. • Created a portfolio on Moneycontrol, to understand the fluctuations and transactions of Share market. • Investigated HR issues at Samsung to understand reason of its employee lay-offs and its redressal. • Conducted team games for team building to demonstrate team building skills. • Published research paper on: 'A Study on shopping behaviour of youth on western causal clothes category'. • Participated in the national conference reflections - Digital India challenges and aspirations. • Visited Future Supply Chain and Bisleri Company to study their operations and logistics. • Participated in an intensive Boot Camp to learn about stress and disaster management, team building, leadership and conflict resolution.
Diploma in Financial Management