Marketing & Customer Experience Consultant
Independent
Total des années d'expérience :23 years, 1 Mois
Offer consulting and training services to companies in Greece and Middle East (in the Kingdom of Saudi Arabia for BMW Group (BMW, Mini, Rolls Royce) and JLR group (Jaguar, Land Rover).
Mercedes-Benz Hellas S.A
Multinational division of the German manufacturer Daimler AG, and the brand used for automobiles, buses, coaches, and trucks.
Senior Marketing and Communication Manager Sep 2009 - June 2013
* Pioneering innovative marketing strategies in alignment with organisational objectives.
* Providing leadership and strategic direction to marketing, advertising and promotions.
* Developing and evaluating marketing strategy based on objectives, market characteristics and cost factors.
* Collaborating with the sales and after sales departments and developing suitable marketing strategies focussed on promoting company's existing/new products and services.
* Enhancing the brand identity across the business units and promoting the company's image and smart brands within the Greek market while adhering to corporate identity and layout rules.
* Nurturing relationships with internal and external personnel including media and advertising agencies while striving towards meeting company's core values as an effective spokesperson.
* Steering internal and external communications through MB magazines, Internet sites and social media.
* Maintaining efficiency and effectiveness in all promotional and advertising activities through optimal use of all communication channels.
* Developing PR strategies and programmes while ensuring an affirmative media coverage with a continuing stream of press releases, articles, interviews, tours and events.
* Facilitating exhibitions, events and sponsorships, as well as implementing corporate social responsibility (CSR) programmes.
* Administering marketing and promotional activities between the company and the authorised network.
* Providing insights on local and national factors affecting buying and selling of products and services.
* Responsible for database management and controlling operating budgets and expenditures.
Customer Relationship Manager Apr 2004 - Aug 2009
* Ensured a pleasant customer experience through effective handling of customer complaints and concerns.
* Monitored and evaluated customer service operations through statistical data analysis.
* Proposed procedures and policies addressing customer correspondence and customer grievances.
* Identified customer needs and recommended necessary changes to products or services.
* Worked in conjunction with sales and after-sales (MBH & Network) teams and devised action plans while overcoming weaknesses of individual retailers.
* Analysed and evaluated customer satisfaction obtained from sales and after sales experience.
* Coordinated maintenance and development of customers and prospect database while supporting data obtained from sales or after sales campaigns/launches.
* Facilitated trainings for enhancing skills of existing and new employees.
* Responsible for CRM-related events (DAG) including forecast expenses and controlling costs.
smart Market Manager Apr 2001 - Apr 2004
* Launched smart vehicles in the Greek market - Network Development (smart Centers)
* Managed diverse responsibilities involving network sales target setting, market analysis, dealer network development (smart centres and POS), above and below-the-line promotional activities and fleet sales.
* Responsible for new product launches, product developments, product training and ongoing product lifecycle management including forecasting pricing strategy and product mix.
* Countered strategic moves of competitors to remain firmly afloat in an ever-evolving business scenario.
* Personally dealt with direct and VIP customers.
Previous experience of over 13 years; commenced career in 1988 and made progressive career advancements while handling roles of a marketing analyst, product manager and others within the automotive industry.
Diploma of Marketing in Export Oct 1989 - Jun 1990 Institute of Export Studies, Athens
Bachelor Degree (Major concentration: Statistics) Oct 1982 - Jun 1987 University of Economic and Business Science, Athens
