Customer Experience Manager
Katara Club
مجموع سنوات الخبرة :19 years, 6 أشهر
- Create and implement a strategy for best in class service delivery for VIP client’s segment
- Hire and manage a team of advanced Customer experience specialists with deep expertise in customer experience journeys, encourage problem-solving, strategic thinking and customer-oriented attitude amongst the team
- Guiding team to ensure a customer-centric attitude while acquiring new leads or dealing with existing customers, organize projects and initiatives that enlighten with the company vision and strategy
- Define and implement department SOPs for ensuring optimal customer-focused establishment; prepare and manage annual budgets
- Develop customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
- Ensure that the Customer experience Department works in collaboration with all other business functions, consistently delivering excellent end-to-end customer experience across stages, channels and touchpoints in the VIP customer journey
-
Achievements:
• Creation of a Department strategy focused on customer service improvement and enhancing customer loyalty by complex methods (operations optimization, service quality increasing, market research, training development)
• Implementation of various activities for the Customer experience Department to ensure the delivery of high-quality service to VIP clients and tailoring customer experience (organizing training programs participating for Department staff to update their job knowledge and enhance Customer service skills; conducting studies and research to discover new techniques necessary for improving customer experience; social events planning)
• Retention rate increase from 15% to 60+% average
• Club sales targets achieved monthly (750000 QR+)
Responsible for Corporate Sales segment - generating new potential leads, enhancing corporate relations, retaining business
Establishing short/long term corporate strategies for achieving business targets; develop strategic action plans for hotel to drive measurable sales revenue
Corporate & private events planning and coordination
Achievements:
• Increased total revenue of Corporate segment in 2019 by 1.6 million QAR against 2018
• Attracted more than twenty new revenue generating companies in 2019
• VIP list of influent contacts was extended by 50+ new loyal clients
New corporate accounts development, building relationship, complex negotiations, analysis of market competition, increase sales volume
Achievements:
• Signed 7 Corporate contracts with new companies during trial period
• Continuously achieved monthly sales targets during three months trial period
Establishing business connections with corporate accounts
Innovating aggressive sales strategies that improves Hotel’s market position and achieve growth in
terms of sales volume, value and market share.
Providing complete support to accounts, and guidance on Hotel Property as well as any offers/
service offerings
Achievements:
• Retained 5 key accounts and attracted more than 20 new producing companies
• Extended corporate database by 50+ producing accounts
• Well organized 10 Corporate group events and 7 private functions for 50+ pax within one year
period
MICE events coordination: developing plans, organizing resources, presenting itineraries accordingly to the client’s requirements
Connection with key influencers across MICE business/ Business trips organization
Customizing individual local tour products in collaboration with travel partners, service vendors
and travel agencies in order to provide outstanding customer service
Achievements:
• Coordination of group corporate projects, such as business event for Volkswagen group 500+ pax
• Successfully organized and scheduled 2 management Business Trips to Russia, which allowed to attract 3 key partners in Russian MICE Market
Cultivated proactive relationships with all travel agencies of Donetsk region Coordinate tour destinations like UAE, Spain, Andorra, Greece and Maldives Organized outbound business trips and seminars for agencies
Achievements:
• Regional representative of large Russian Tour Operator "Natalie Tours"
• Organization and participating in local road shows
• Developing Georgia as a new travel destination, including tour product and service packages
creation, vendors
• Partnership negotiation, product advancement via internet sources
Key Responsibilities:
• Led a team of 10 members’ evaluated strategies and provisioned professional guidance to improve performance, expand business and deliver service levels that are met with customers’ expectations and banks reputation.
• Generated and followed-up leads for acquisition of new business and fostered continued expansion among existing accounts by building professional and proactive relationship with bank’s customers.
• Served across a variety of routine banking operations such as financing, insurance, account opening, card issuance and deposits among others in line with standard operating procedures of the bank.
• Participated in a variety of BTL events/ workshops reviewed trade journals, professional publications in order to stay attuned to banking industry trends and network with industry peers.
Key Responsibilities:
• Effectively interacted with customers of diverse backgrounds/temperaments to analyze requirements.
• Conceptualized sales initiatives to maneuver existing business forward for financial products such as loans (car, consumer loans and mortgages), insurance and deposits among others.
• Ensured accurate and timely completion of documentation in pre/ post stages of a sales cycle.
