Executive manager
H for import & export
Total years of experience :29 years, 3 Months
H for impertinent &Export
we are the agent for HITCO ceramic& porcaline in the meddle East & Africa
Promote delivery of exceptional Guest Experience & build customer loyalty
Ensure that shop floor employees are properly trained and coached in customer service excellence
Assess customer service in network of stores through bi monthly SOQLE review
Use review of SOQLE results to set improvement targets in customer service excellence
Monitor that staff grooming and uniforms are as per standards through SOQLE
Propose remedial action plan to RSM following mystery shopping results
Monitor that approved remedial action plan is executed in stores
Review customer complaints and incident report involving customers weekly with store manager and provide advice and coaching
Facilitate resolution of Guest-related issues finding the best solution to satisfy Guests and preserve the interests of the Group (repairs, extra-discounts, damaged goods, exchanges, refunds, etc.)
Send monthly report to RSM on customer complaints
Approve temporary loans for VVIP
Verify conformity of VIP list proposed by store networks with criteria and submit list to RSM for validation
Monitor that identification of transactions is done
Monitor that all transactions above average have been linked to customer names
Set up targets by segments of key customers for store (development of average and total value of purchase, increase of product mix) to store manager and monitor performance vs. targets
Monitor that store managers distribute these targets on customer loyalty to sales executives through their individual line targets and set targets for store managers in their own individual line targets and monitor performance vs. targets
Review plans of contacts of customers with store managers during visits and monitor execution
Provide feedback to RSM on the use of the database of key customers for CRM campaigns
Main KPI:
Customer satisfaction rate in mystery shopping within network (actual vs. target)
Increase of UPT, VPT from last year
Increase of score by customer segments on sales value (actual vs target)
Increase of score by customer segments on quantity per category of product (actual vs target)
Number of SOQLE completed (actual vs. target)
Tasks and Responsibilities
Handle & operate Riyadh Branch’s All Activities, Manpower, Operations, Sales, Collections, Accounting, Branch Budget & Forecast Reports, Yearly Sales Target approvals , Inventory, Marketing, Warehouse control, oversea suppliers deals, Procurement, time Management reports, External & internal Meetings, Products introductions, New Business accounts, Corporate sales & Credit Control.
Preparation of Monthly & yearly Management reports
Coordination and Supervision - Coordinate, manage and monitor the workings of various departments in the organization.
Financial - Review financial statements and data. Utilize financial data to improve profitability. Prepare and control operational budgets. Control inventory. Plan effective strategies for the financial wellbeing of the company.
Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
Human Resources - Plan the use of human resources. Organize recruitment and placement of required staff. Establish organizational structures. Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance.
Production - Coordinate and monitor the work of various departments involved in production, warehousing, pricing and distribution of goods. Monitor performance and implement improvements. Ensure quality of products. Manage quality and quantity of employee productivity. Manage maintenance of equipment and machinery. Provide technical support where necessary.
Communication - Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance. Facilitate coordination and communication between support functions.
Sales, marketing and Customer Service - Manage customer support. Plan and support sales and marketing activities.
Strategic Input - Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.
The Brand Manager is a key resource in ensuring that their Shop Managers maximize the commercial performance of their retail shops and deliver exceptional Guest Experience. The Area Manager also establishes a bridge between back-office and their network of stores which they control / audit on a continuous basis and implement corrective solutions and actions.
develop plans that detail how they and their sales representatives will meet sales goals or quotas. Managers prepare monthly reports that provide sales figures to corporate leaders, as well as reports that forecast expected future sales. Managers develop sales strategies and prepare marketing budgets. Employers expect them to recruit new customers and ensure that existing customers receive excellent service. Regional sales managers make presentations, demonstrate products and represent the company at trade shows. They also conduct regional sales meetings for their representatives.
develop plans that detail how they and their sales representatives will meet sales goals or quotas. Managers prepare monthly reports that provide sales figures to corporate leaders, as well as reports that forecast expected future sales. Managers develop sales strategies and prepare marketing budgets. Employers expect them to recruit new customers and ensure that existing customers receive excellent service. Regional sales managers make presentations, demonstrate products and represent the company at trade shows.
(Certified & attested) University: