MARKETING, CUSTOMER SUCCESS, MANAGER
Sts Group
Total years of experience :13 years, 11 Months
Customer Relationship Management: Building and maintaining strong relationships with customers to
understand their needs, goals, and challenges
• Customer Feedback and Advocacy: Gathering customer feedback, identifying areas for improvement, and
advocating for the customer's needs within the organization
• Data Analysis and Reporting: Analyzing customer data and performance metrics to track progress and
present insights to internal stakeholders and customers.
• Cross-Functional Collaboration: Collaborating with sales, marketing, product, and support teams to ensure
a unified approach to customer success
• Customer Satisfaction: Played an instrumental role in client satisfaction by working with operational teams
for the proper resolution of service issues.
• Create new tools: Plan, create, test, and deploy system life cycle methodology to produce high-quality
systems that meet and exceed customer expectations.
• Enhance internal procedures: lead process improvement and problem-solving efforts to create standard
procedures and an escalation policy for the customer support team.
• Strategic Communication Planning: Develop and execute comprehensive communication plans aligned
with the company's goals and objectives.
• Event Management: Coordinate and promote events, conferences, and other public engagements to
enhance the Company's visibility. as well as handle logistics, media coverage, and post-event
communication.
• Product Launch: Spearheaded end-to-end product launches, including market research, product
development, a communication plan, and a go to-market strategy
Work with senior management to develop and execute a comprehensive marketing strategy
Set base prices, maintain price positioning, develop discount programs & pricing structure
Lead the design & execution of online & offline marketing campaigns
Plan & deliver CRM strategies across customer touchpoints
Manage the marketing and advertising cycles, including estimating costs, managing resource allocation and adjusting production schedules
Develop the annual business plan, including subscribers, revenue and cost forecasting
Generate the daily, weekly and monthly KPIs reports
Manage the design & production for BTL materials and giveaways
Establish retention programs to maintain loyal customers
Monitor online & social media and track industry trends
Manage overall P&L and performance of consumer & corporate portfolios
Formulate the marketing roadmap for consumer & corporate segments
Analyze all sources of data to identify customer needs, segments, requirements, and behavior
Develop packages by bundling various combinations of services to target potential market segments
Prepare the annual budget and quarterly forecasts
Provide internal training & support for new offers/promotions
Lead cross-functional project teams to deliver projects on time
Generate daily, weekly and monthly sales KPIs reports
Conduct audit visits for sales channels
Harmonize and synchronize all sales operations, commissions, incentives
Create and manage trade marketing items and budget for Direct, Indirect, Retail and Enterprise Sales channels
Handle the manual tracking for Enterprise sales channel and translate it into a simple CRM
Maintain a high level of knowledge and skills within all sales channels & resources
Monitor and report the performance of sales developers and channel issues
Design training materials and conduct training sessions
Follow up with sales developers to ensure the required documentation/ contracts is delivered
Support the Dealers and Sales departments to ensure efficient operation & workflow
Graduation Project: Election and E-voting System