CRM Manager; Customer Excellence Experience & e-Commerce Managment
SAMACO Automotive
Total years of experience :18 years, 7 Months
Setting up CRM Dept. from scratch.
1. Sales Leads Management:
Managing leads source generation.
Managing, mapping leads channels.
Managing, mapping leads & walk-in.
Managing sales leads appointments to showroom.
Monitors full customer journey.
Very details analyses reporting.
Announce sales leads conversion results with the concerned management team.
Do action plan when required.
2. Training Academy:
Managing yearly manufacturer training calendar.
Managing sales staff online training.
Managing KSA dealership training.
Taking all necessary arrangement for the manufacturer trainer during his travel and dealership visit & facilitate his work/ training event.
Managing KSA dealership training expenses pay off thru KSA dealer.
Announce training results with the concerned management team & do action plan when required.
3. CEE “Customer Excellence Experience” program:
4. Quality program: Global Mystery Shopping: it is manufacturer official
dealership Mystery Shop Activity.
Applying manufacturer Sales & Aftersales standards & processes in the dealerships.
Do internal CEE audits in all branches.
Managing manufacturer quarter official CEE audit.
A. Facilities standard audit.
B. Sales and aftersales process audit.
C. Quality management audit.
D. Training program audit.
Taking all necessary arrangement for manufacturer CEE team during their travel and dealership visit & facilitate their work.
Announce CEE audit results with the concerned management team & do action plan when required.
Do yearly process examination to the concerned staff in order to enhance memorizing the process.
5. Customers Satisfaction: (CSI / SSI).
Applying manufacturer Sales/ Aftersales standard process.
Handling monthly data submission to manufacturer .
Do & repeat monthly Customers Satisfaction activity sales staff knowledge training.
Do one to one concerned front line staff members Customers Satisfaction survey questions discussion, explanation.
Do internal audits in all branches.
Managing manufacturer quarter official audit.
Announce results with the concerned management team.
Acknowledge good points.
Highlight negative points & do action plan when required.
Do yearly process examination to the concerned staff in order to enhance memorizing the process.
6. MCI Sales Showrooms Regulations:
Make sure all showrooms are having MCI Regulations material & instructions on boards.
Make sure all showrooms understands & applies MCI Regulations.
Including sales specs, price sheets & fuel economy card.
Make sure all showrooms media material in line with MCI Regulations.
Managing MCI showrooms checkup.
7. MCI Complaints:
Official user “Complaints Officer” at MCI Website.
Managing customer complaints addressing & escalation to the concerned team members.
Managing complaints feedback at MCI website.
Telecommunications when required.
8. MCI Recalls:
Managing all manufacture recalls, bulletins received with manufacturer & MCI from dealership side.
Applying MCI recall handling regulations.
Including info. submission, parts availability, staff announcement, media publication.
Managing recalls customers database classification based on effected chassis number.
Monthly recall conversion report to MCI.
9. Data Management:
Managing Al Ghassan Motors 4 years Sales & Aftersales customer’s & prospects data.
Data analyses & submission when required.
A. Including sales leads data analyses & circulations.
B. Showroom Surveillance & Mystery shopping data submission to manufacturer .
C. Customers Satisfaction. CSI, SSI data submission to manufacturer .
D. MCI recalls chassis lookup & customer contact details submission.
E. POM data recording & ageing analyses.
F. Infiniti owner’s data analyses & qualifying for sales / aftersales marketing campaigns.
10. Customers Communications: Managing, controlling staff communications with customers thru emails, letters applying manufacturer standard communication policy…etc.
Established BMW group "CRM" fully automated call center from the scratch. Process strong team leadership, training & motivating skills. Driving the development of superior customer service and high performance. Hiring, developing, motivating, evaluating and retaining qualified staff. Building a team that effectively supports the client. Developing the work system, processes, scripts to facilitate the efficient management of work quality. Ensured company policies and procedural guidelines.
Applied an extreme high level of work passion & creativity skills, very much solid communications & interpersonal skills. Highly amazing reporting skills, Strong database control "Statistics & analysis", Research & studies, Customers Satisfaction Surveys & mystery shopping.
Main Achievements: Established Call Center that classified after 3 months only as a medial east benchmark CRM call center.
Automated Projects Personally Established Through “Auto Line System” & Managed.
• Customers Complaints Management System
• Customers Complaints Recovery Program
• Customers Reaction Analysis
• Sales Leads Generation
• Data Cleansing
• Outbound Courtesy Calls & CSI
• Pre Service Delivery Appointments Program
Established General Motors "Customer Care" fully automated call center from the scratch. Process strong team leadership, training & motivating skills. Driving the development of superior customer service and high performance. Hiring, developing, motivating, evaluating and retaining qualified staff. Building a team that effectively supports the client. Developing the work system, processes, scripts to facilitate the efficient management of work quality. Ensured company policies and procedural guidelines.
I have applied an extreme high level of work passion & creativity skills, very much solid communications & interpersonal skills. I have applied a highly amazing reporting skills, Strong database control "Statistics & analysis", Research & studies, Customers Satisfaction Surveys & mystery shopping.
Main Achievements: Established Call Center that classified after 1 year from General Motors at US as very much dependable information source which can be copy to the other dealers in KSA. In addition to that I was receiving a lot of visits from another motors dealers apart from general motors dealers in KSA to see, grab information, get presentation in how to start.
Honors and Awards:
• Certificate of honor of customers complaints management automated system project completion was inactively established & developed & managed through ADP system - Auto Line.
• Best suggestion for year of 2012. Management.
• Certificate of honor of inactively preparation of customer care staff job descriptions.
• Best performers for the year of 2010.
• Best performers for the month of November 2010.
• Best performers for the year of 2009.
• Best performers for the month of June 2009.
• CRM best performance.
In charge of an outsourcing customer relations call & data centre which receives a thousands of customer complaints, performing a huge number of monthly customer's satisfaction surveys.
I have applied an extreme high level of work passion & creativity skills, very much solid communications & interpersonal skills. I have applied a highly amazing reporting skills "daily- weekly- monthly- yearly reports" as well as an executive year to date analyses view using the technology arts to clear up the going on situation.
Customer's records maintenance, data section in charge.
Maintain customers personal & finance records to be always up to date. Designed & creates several reports as monthly & yearly analyses showing the level of credibility & efficiency of the customers information.
Support marketing dept. at all required data, customer related info. as well as telesales team.