Delivery Manager
JCDecaux
Total years of experience :13 years, 8 Months
• Managing a team of 6 Campaign Managers and 1 Campaign Coordinator; acting as their coach and first line of support; including managing the day to day performance and best practice training.
• Working with Specialists and Partners to manage overall Campaign Delivery.
• Liaising with Operations, Production, Posting Managers, Sales, Trading, Specialists and other stakeholders to manage the full campaign lifecycle.
• Producing accurate weekly media revenue reports and accountable for regular compliance reporting.
• Provided high standard customer service to Trade Partners ensuring queries were resolved eficiently to improve organizational efectiveness of the Order Management & Customer Care team.
• Coordinated and managed SAP order processing - purchase orders, sales orders, invoices as well as delivery information for customers to required timescales.
• Developed, and maintained order management SOPs for diferent Trade Partners.
• Trained and onboarded one team member on SOPs for 2 Trade Partners within the first 3 months.
• Generated, analysed and responsible for accuracy of all reports issued to Trade Partners and internal departments on a daily, weekly and/or monthly basis.
• Improved communication and procedures within Customer Services and Internal departments. Identified gaps and suggested improvements to increase eficiencies.
• Identified and rectified orders stuck in Business Workplace at Idoc processing stage.
• Received Taking Care of Everything award for saving Whirlpool $798, 687 in compliance fines and for going above and beyond to support the Account Managers.
• Managed, created, curated, posted, and optimized social media and marketing content, using HootSuite, to drive brand awareness, elevate social media engagement and establish thought leadership, resulting in up to 8% engagement on LinkedIn and up to 6% engagement on Twitter and 12 qualified leads and 2 future engagements in 2 months.
Responsibilities & Tasks
• Created the best experiences possible when engaging with Retail Sales Associates, End Consumers, and Trade Partners to fulfil their inquiries including providing product knowledge and order management support via internal portal, email, and phone, with an average response time of 5 minutes.
• Trained, onboarded, and developed 32 new Whirlpool Customer Services Coordinators.
• Developed and implemented onboarding plan.
• Supported internal website content owners to enrich the Whirlpool experience.
Maleeha Samar (Milli Samar)
07583372456
• milli.samar@gmail.com
• www.linkedin.com/in/millisamar
• Maintained up to date resources and SOPs on shared team drive.
• Created processes for team tasks and projects via Procedure Flow.
• Handled diferent types of projects to support Whirlpool: STA, Home Depot Kiosk, Floor Stock Maintenance New Process, Costco, Lowes, AM Part Orders, Merchandizing Blitz, Builder Part Orders, FIP Door Orders, Kapost. Achievements & Awards
• Developed an Acronym Glossary to be used during onboarding.
• Labelled Champion of Floor Stock Maintenance Order Process and the Onboarding Process.
• Termed Top Performer of 2020.
• Championed the transfer of the onboarding program to an online virtual program.
• Received Taking Care of Everything recognition for improving eficiencies in the part order process.
• Monitored sales and cross collaborated with Logistics, Head Ofice, and Store Managers to re-allocate and distribute merchandise regionally to 32 stores, using Retek, to ensure all stores were adequately stocked including promotions and sales periods.
• Championed selling, closing, servicing, and expanding customer base by 8%, including overseeing contract negotiations with new and existing clients.
• Centralized and streamlined key processes for marketing team, finalized and uploaded Logo, fonts, letterhead, and other brand guidelines onto centralized SharePoint site to ensure consistency of all marketing messaging.
• Acquired and on-boarded 50 brands to list their products on website, in 3 months, achieving incremental sales of 16% and overall customer satisfaction of 85%.
• In charge of all aspects of client liaison, ordering, quotations, and delivery, dealing with 3 key clients; Tawam, Mafraq & SKMC.
• Planned, developed, and directed marketing efforts for the brand: Initiated & developed Direct Marketing activities GWP programs. ROI was 21%.