Direct Retail area Manager
Zain - Jordan
مجموع سنوات الخبرة :21 years, 10 أشهر
• Overseeing Zain Shops sales operations across assigned areas, managing sales profitability, building and maintaining relationships with key and high-profile customers, overseeing sales figures analysis and market trends, and leading the team to ensure ongoing performance improvements. In addition to that, developing and maintaining Direct sales Standards and services to ensure achieving the targeted sales growth across and assigned areas.
Increasing territory sales from $600K to $1 million within two years, exceeding quota by 12% in FY2020 and 15% in FY2021 till June 2022.
A department Champion and a Vocal Point with other Departments for the creation of several innovative projects, including the implementation of paperless systems, VPN, and Citrix connectivity for Franchise and Zain Express Shops, Applying Recording Quality Management System, and the development of a new customer service platform with enhanced solutions. Additionally, I ensured comprehensive training for all employees on these new systems and technologies.
Optimizing Customer's complaint SLA to 8 working hours achieved 90%, leading to (95%) customer service improvement in collaborating with HD Team.
Top choice Operator according to TNPS. By leveraging collaborative efforts with the IT department, I successfully implemented Zain's digital platforms across franchise and Xpress Shop locations, resulting in a remarkable 30% reduction in churn rate and a significant 70% increase in reconnections with previous customers.
Expanding the Market by opening four new Zain Express Shops allocated in Wadi Musa, Shoneh, 2 in Aqaba
Designing and implanting Documtnum system for all franchise and express shops on Citrix system. Across all Kingdome branches.
Receiving a thank you letter from Zain CEO for providing the best services during the COVID-19 pandemic.
• Handling Franchise Shops Sales Activities by supervising and ensuring their compliance to Zain’s policies and procedures, following up on stock levels, and ensuring proper responses toward customer’s inquiries to achieve optimal service delivery. In addition to contacting the concerned Functions when any problem occurs within the franchise shops.
Achievements:-
From Aug 2009 - Sep 2020
Increasing sales of the company by opening five new branches in 2009 and 2 new branches in 2017. Ranked as #1 sales manager (out of 12) based on employee satisfaction and longevity in 2017.
Exceeding sales goals by 30% in 2009 and 19% in 2017.
Recognized for superior performance as a two-time district “Q2 and Q3 best achiever 2012” honoree. Recognized for Creating a new Market and generating new sales (zain of the Quarter) 2017 for opening two new branches and re-allocating the main Branch.
Achieving Market Share by 90% in Karak, 35% in Tafilah and 40% in Maan Saving 120K JOD.
• Responsible for meeting monthly and annual sales targets in the assigned shop.
• Responsible to achieve the company’s KPI’s of NBS score by applying the appropriate process to ensure having unmatched customer experience.
• Monitor and report daily, weekly and monthly achievements against set targets.
• Responsible to coach each sales & services advisor on monthly basis in his/her shop and build a development plan in order to achieve the quantitative and qualitative targets with alignment and coordination with sales academy.
• Manage and motivate staff to optimize and sustain sales performance, profitability and customer satisfaction.
• Deliver and insure his/her team awareness of needed knowledge and information about Zain product, services, offers, updates, processes policies and procedures.
• Follow up on Team readiness, commitment, adherence, conduct and appearance.
• Liaise with all directions on issues related to the shop.
• Checkup, report and follow up on shop Readiness, shop environment, and layout according to Zain policies and processes.
• Responsible to check and ensure full compliance of customers contracts filling.
• Provide feedback on monthly basis for the devices demo lines and displays, Accessories line, flyers, and shop cleaning service provider following the agreed sales processes of each.
• Study and propose ways to improve shop and staff performance.
• Manage, forecast and prepare replenishment orders of products and merchandizing Responsible of cash and stock auditing.
• Monitor stock level and logistics inventory and coordinate with Warehouse and logistics department for issuing orders from the warehouse in accordance with company procedures and policies.
• Ensure compliance with established processes and procedures for sales and cash collection.
• Ensure relevant HR procedures are followed (appraisals, discipline, training, etc.)
ACHIEVEMENTS:
• Best Manager 2009
• Zain ma sawiet award from zain for years (2008).
handling all Consumer consultant tasks.
• Best Mystery Shopper Award 2004, 2005, 2007.
• Best Achiever 2004, 2006.
IT officer
BC in computer system
tawjihi
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