CRM & CX Manager
Fawaz Holding
Total years of experience :12 years, 3 Months
Reporting to the General Manager
Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality
Acquire data from primary or secondary data sources and maintain databases/data systems
Identify the most profitable portfolio mix by client segments, products, region and sales agents
Responsible for creating and executing the client segmentation, client selection and data extraction for direct mail, e-mail, telephone, web and POS client marketing campaigns
Responsible for the reporting, analysis and presentation of campaign results
Support ongoing client analysis to drive significant gains in client LTV, retention rates and assimilation rates
Identify, analyze and interpret customer trends/patterns/preferences/opportunities to the Category Manager(s) and Channels teams
Work closely with Management to prioritize business and information needs
Work closely with the Channels teams to ensure proper implementation of C&F’s new “Social Experience” strategy and its optimization across the retail footprint, coming along with the commercial strategy and the brand positioning
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers’ issues and follow problems through to resolution
Create processes that will be used to track, map and optimize the customers’ journey and their interactions in-store and online, and align those with the retail strategy and the company direction using root cause analysis to develop continuous improvement plans
Responsible to execute and measure Customer Satisfaction surveys & NPS target
Create tailored reporting for the Channels, capturing, measuring and analyzing multiple KPIs, store & online environment, shopper experience areas, key consumer insights, traffic patterns per zone, etc.
Prepare and deliver regular Customer Service trainings in line with CX objectives
Reporting to the Group Marketing Manager
Analyse customer journey and information data (purchase behaviour, lifestyle interests, demographics, etc.) and identify key customer segments to provide analytical reports and recommendations
Translate marketplace and CRM data insights collected across multiple sources (CRM platform, customer transaction data, website usage data, customer feedback, surveys, etc.) into winning CRM strategies and tactics for the company's different brands
Mine data from back-end CRM platform to detect patterns, opportunities and insights that support our marketing strategy and suggest new untapped marketing opportunities
Propose multi-channel CRM campaigns that acquire, retain and engage customers across various channels (in-store, online, etc.) based on analytics and reporting, in collaboration with the Marketing & Communication team
Edit CRM dashboards, review reports, identify operational issues, carry out data audit (error checking, handling missing values, identifying duplicates, etc.) and propose solutions in data collection (full management of the back-end platform)
Contribute to defining KPIs that better reflect performance of CRM initiatives
• Consulting (Content Creation & Editing/CRM/Brand Management)
• Tutoring
Reporting to the Corporate Marketing & Communications Director
Plan, develop and implement Customer & Tenant Relationship management strategies, and the company’s CRM & Loyalty strategies and technology in order to drive acquisition and retention rates, and increase loyalty and clients’ satisfaction.
Plan, design and lead all Market Research initiatives and Customer Psychographic studies identifying the latest Key Market Insights, Trends and Competitive Knowledge.
Support all LOBs in planning, designing and building a top-notch Customer Service Unit capable of handling all Customers’ enquiries and complaints, and issuing actionable reports and recommendations to Business Teams and Management.
Assist the Corporate Marketing team in all team-related activities such as Corporate Communications, and Public Relations & Events.
Group’s Assets:
Al Faisaliah Centre (Al Faisaliah Tower, Al Faisaliah Suites, Al Faisaliah Hotel, Al Faisaliah Mall - Riyadh), Al Khozama Hotel (Riyadh), Al Khozama Complex (Riyadh), Al Khairia Tower (Riyadh), Al Shohada Hotel (Makkah), Bay La Sun Hotel & Marina (King Abdullah Economic City), Al Faisaliah Resort & Spa (Durrat Arriyadh), …
Reporting to the Group Marketing Manager
Responsibilities:
Plan, develop and implement RMS, CRM & Customer Acquisition and Retention Business Plans, Strategies and Campaigns.
Plan, design and lead all Market Research initiatives and Customer Psychographic studies identifying the latest Key Market Insights, Trends and Competitive Knowledge.
Plan, design and build a top-notch Customer Service Unit capable of handling all Customers’ enquiries and complaints, and issuing actionable reports and recommendations to Business Teams and Management.
Group’s Brands:
Lacoste, Kipling, John Lobb, Fratelli Rossetti, Lancel, Longchamp, Jaeger-LeCoultre, Patek Philippe, Vacheron Constantin, S.T. Dupont, Delsey, Beesline, Mustela, Phyto, Colgate-Palmolive, 3M, amongst many others.
Reporting to the Marketing & Sales Director and the Financial Director
Responsibilities:
Planning, coordinating, and overseeing the implementation of sales support, customer relationship management & problem solving strategies ensuring ultimate customer satisfaction and effective post-sales services.
Planning yearly market research & analysis strategies in direct coordination with the heads of the sales departments & scientific offices, in what serves their yearly set sales targets & provides clear understanding of the market trends & consumer behavior.
Supervising & managing the sales support department (10 Employees) ensuring a smooth run of the daily tasks & workflow.
Reporting to the Central Warehousing & Logistics Manager
Responsibilities:
Managing the distribution section’s daily work flow and team (up to 50 employees), ensuring that the customers are receiving the best service possible and that the products are transported according to the GDP’s (Good Distribution Practices) applied worldwide.
Getting feedback from the customers and adapting the distribution section’s activity to the market’s demands.
Assisting the Sales Department and Scientific Offices in market returns, orders’ inquiry and some Marketing campaigns.
Reporting to the Central Warehousing & Logistics Manager
Responsibilities:
Managing the different warehouses’ activities in order to maintain balanced stocks between them and the best storage possible according to GSP’s (Good Storage Practices): Product type, Seasonality, Shelf life, etc.