Marketing and Client Relationships Officer
Stepping Stones Center
مجموع سنوات الخبرة :9 years, 2 أشهر
• Design, implement & facilitate an effective local & national marketing strategy.
• Carrying out effective research & intelligence into competitor products & other trends.
• Constantly improving business development activities.
• Overseeing and managing financial budgets.
• Manage activities with PR, press and marketing communications agencies.
• Identifying key marketing opportunities.
• Making sure that campaigns run to deadline and on budget.
• Online campaigns, web site, use of digital/social media.
• Monitoring & reporting to senior managers on the effectiveness of strategies/campaigns.
• Setting the scope, implementation, management & review of marketing campaigns.
• providing help and advice to customers using your organization’s products or services;
• communicating courteously with customers by telephone, email, letter and face to face;
• investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
• keeping accurate records of discussions or correspondence with customers;
• analyzing statistics or other data to determine the level of customer service your organization is providing;
• producing written information for customers, often involving use of computer packages/software;
• writing reports analyzing the customer service that your organization provides;
• developing feedback or complaints procedures for customers to use;
• improving customer service procedures, policies and standards for your organization or department;
• meeting with other managers to discuss possible improvements to customer service;
• training staff to deliver a high standard of customer service;
• leading or supervising a team of customer service staff;
• learning about the organization’s products or services and keeping up to date with changes
• consulting clients about project requirements and objectives
• designing research methods such as interviews and questionnaires
• carrying out qualitative or quantitative research
• agreeing timescales and budgets
• supervising staff
• monitoring work progress
• writing reports, including client recommendations
• analyzing, translating and presenting results
• advising clients on how they can best make use of results
• Had extensive experience in Research methodologies like Focus groups, In depth interviews, In home visits, Observation across UAE
• Conducted moderation on different sectors, most notably retail and FMCG, but also includes financial, healthcare, telecommunication, government and business to business projects.
• Observed consumers in retail stores across Abu Dhabi, Dubai, Sharjah and North Emirates and writing notes about their behavior.
• Worked on different studies simultaneously
• Conducted face to face interviews with consumers using different types of projective techniques.
• Designing group recruitment, discussion guide preparation and editing, data analysis and output presentation.
• Turning complaints into opportunities.
• Responding to all requests for information/inquiries quickly.
• Recording details of all inquiries, comments and complaints.
• Solving customer service problems.
• Keeping track of all team deadlines and targets.
• Logging, processing and progress chasing inquiries.
• Getting an encouraging feedback from customers on the service they have received.
• Disagreeing agreeably - saying ‘no’ when you have to.
• Helping out with the induction & training of new customer services advisers.
• Receiving and processing cash payments.
• Handling complex queries and complaints
• Using Research methodologies like Focus groups, In depth interviews, In home visits, Observation across UAE
• Conducted moderation on different sectors, most notably retail and FMCG, but also includes financial, healthcare, telecommunication, government and business to business projects.
• Observed consumers in retail stores across Abu Dhabi, Dubai, Sharjah and North Emirates and writing notes about their behavior.
• Conducted face to face interviews with consumers using different types of projective techniques.
• Designing group recruitment, discussion guide preparation and editing, data analysis and output presentation
Summary of courses: • Marketing Research.. • Business Research Methods.. • Consumer Behavior.. • Public Relations.. • Advertising and Promotions.. • Sales Management.. • Service Marketing.. • International Marketing.. • Business to Business Marketing.. • Marketing Management.. • Marketing Channels.. • Computers Application for Marketing.. • Business Communications.. • Organizational Behavior.. • Project Management.. • Human Resources Management..