Manager Retail Sales
mada Communications
مجموع سنوات الخبرة :19 years, 3 أشهر
Responsible for strategizing roll-out activities, sales policies, budgeting, volume forecasting, defining SOP manual, incentive plans, resolving customer queries and complaints
▪ Designed and implemented KPIs with their monitoring for optimizing product offering in the market.
▪ Defined sales strategies in line with company’s goals and maintained ARPU
▪ Built Business Partnerships with Dealers, resellers and Electronic Retail Outlets through successful business models
▪ Implemented sales analysis program for evaluating quality, quantity, customer segmentation, customer loyalty program and trends
▪ Developed business cases to enhance revenue growth, benefits by working with inhouse departments of marketing, finance & Technical Operations
▪ Provided effective and quality customer services for walk-in customers to resolve customer complaints, Focused on Customer Retention, growth and improving profitability ARPU
▪ Managed high revenue accounts to ensure customer satisfaction
▪ Coordinated resources for sales cycling, incentive management of business partners and marketing dynamics
▪ Designed and developed management dashboard and reporting portal along with presentations
▪ Analyzed data related to customer complaints, walk-in trends, nature of complaints, revenue collection and improved KPI / TAT
WiMax, a wireless platform for broad-band internet and first of its type was launched by Wateen in 2008 introducing affordable broad band internet as a medium for products such as VOIP, IPTV, IP-phone, Video phone, surveillance cameras on consumer level along with corporate solutions for enterprises as VPNs, connectivity & other hosted services
Dealer & Franchise Network Sales ( 2009 ~ 2010 )
▪ Developed nationwide Dealer Network through designing of viable Business Model, branding of outlets and creating BTL campaigns
▪ Designed modus operandi for dealer operations including logistics of stock, recovery of payments and payment of commissions helps Excelled sales by 600% of initial sales in 4 months.
Zonal Manager Sales & Operations ( 2007 ~ 2008 )
▪ Successfully setup business partners via local franchise outlets on regional level
▪ Successfully launched a new ISP brand
▪ Set-up of sales team (direct & indirect)
▪ Managed to increase stock lifting capacity of business partners by 100%
▪ Coordinated marketing activities to increase brand awareness and promotional sales
▪ Designed seasonal sales campaigns to keep customer engagement intact
A GSM cellular service company backed by Abu Dhabi Group launched operations at Pakistan in 2005 with a milestone achievement of 1 million customers in just 300 days continued by its customer compatible services which included low end tariffs, coverage and innovative Value Added Services
Responsibilities
▪ Collected requirements and developed processes to ensure quality solutions delivered on time and within the designed budget
▪ Successfully scrutinized, hired and trained a team of CSRs for business centers in more than one city on handling customers, understanding nature of their queries, rectifying it within defined KPIs and teaching team building aspects during work
▪ Created and implemented new category structure, object trigger, workflow processes, and managed all these tasks with developers and Oracle administrators
▪ Increased retention and reduced churn
▪ Implemented Operations Level Agreement (OLA) with other departments to ensure Service Level Agreements
(SLA) with clients are met
▪ Ensured quality service standards are met for all Warid customers may it be Corporate, business partners or
Walk-in customers
▪ Efficiently worked on pre-launch strategies, FUT trouble shooting, MIS error debugging and tedious completion
of SOPs for Customer Operations department
▪ Negotiate with clients over pricing, contract formalities, follow-up on timely executions and deliverables
▪ Collect client requirement, understand client budget, design solution, pricing/bidding and prepare proposal
▪ Engage in client portfolio building, approaching new clients, maintaining CRM, participating in events
▪ Remaining uptodate with new tenders, PR building, reinforcing new opportunities and upselling
▪ Increasing business turn around by growing number of clients and prospects
World’s second largest producer of appliances with China as origin providing a vast range of electric appliances at
a flexible price and attaining the largest market share within just a few years of entering in it.
Conducted consumer need’s survey to address them through product up gradation and redefining sales
strategies
Developed and managed sales channel in wholesale & retail sector at central Punjab through outlet selection,
branding and lucrative incentive plan
Developed and implemented sales and marketing strategies to achieve gross margin & volumetric targets
Managed merchandising, promotional campaigns and brandings
Increased dealer’s stock uplift capacity to enhance sales and promote slow selling products
Devices strategies to enforce ontime deliveries and related supply chain mechanisms are met
Coordinated customer services activities for repairs, settlement claims and inhouse sellings
Franchise Support Operations (2001 ~ 2003)
Designed operations mechanism for execution of customer requests through automation of processes
Assisted in direct provisioning of actions in MSCs through integrated front end applications
Improved finance operations of franchises through implementation of ERP and pre-budgeted applications
Created auto backup of franchise collection data at Central Data Warehouse to prevent data loss and accuracy
Developed churn management team to prevent churn through numerous incentives offering
Created Welcome Team to ensure Paktel’s hospitality towards its new customers is floated across by sending
welcome letters with flowers and a welcome call is given to new customers for accuracy of information and
policies
Evaluation of CS staff for performance gauging and improving KPI standards
Successfully setup and managed regional call & support center for minimizing front end activities
Monitored CS & Accounts KPIs of franchises