E-commerce Manager & Head of Customer Service
Minutes Quick Services
Total years of experience :19 years, 8 Months
Overseeing the E-commerce department's sales and operations.
Supervise customer service experience all around the 32 UAE branches.
Accountable for the strategy and execution of all traditional and digital marketing activities. Develop and implement e-commerce strategy to improve website performance, customer journey, and experience.
Drive e-commerce financial planning, management, and preparing of budgets.
Developing strategies that control sales-related insights, prevailing standards, and novel developments to encourage sales online.
Driving the sales performance of the e-commerce platform, managing and promotional campaigns. Providing insights on customer shopping trends to support assortment selection and identify assortment gaps.
Ensuring good customer service by addressing and ensuring the timely resolution of customer issues or comments.
Working closely with demand planning and warehousing teams to ensure smooth order
fulfillment.
Providing analysis and reporting on metrics such as weekly/monthly sales by department, new product sell-through, and offer code performance.
Developed vendor partnerships, negotiated contracts and product pricing, commission rates, assured the product quality, and guaranteed enhanced organization sales.
Monitored customer acquisition, sales, and revenue also optimized marketing campaigns accordingly.
Contacted potential clients to establish rapport, arranged meetings, planned and overseen new marketing initiatives.
Developed quotes and proposals for clients, goals for the development team, and business growth.
Attended conferences, meetings, and industry events.
Trained personnel and help team members to develop their skills.
Executed client acquisition and revenue generation via online research, social media marketing, and lead generation.
Developed strategic business proposals, tele sales, presentations, and meetings, provided business solutions and recommendations to clients to meet project goals.
Interacted with clients and team to plan and develop project work, reviewed and edited all client communication documents.
Provided training to clients on deliverables when needed, also responded to clients’ questions and concerns on time.
Monitored and reported to clients regularly, delivered daily client services thoroughly.
Scheduled client meetings to discuss updates and issues, built a positive working relationship with clients, and ensured client satisfaction.
Initiated business partnerships, strategies, sales & marketing processes to improve brand awareness.
Ensured a robust pipeline of opportunities within the market or geographic area, met potential clients by growing, maintaining, and leveraging the professional network.
Developed forward-thinking, creative marketing strategies aimed at generating leads, growing sales, and driving revenue through market research.
Compiled and analyzed performance metrics to assess placements' effectiveness and to identify new opportunities.
Managed the local & international vendors and product inventory for the entire online store. Planned and executed all digital marketing, including SEO/SEM, marketing database, email, social media, and displayed advertising campaigns.
Coordinated with advertising and media experts to improve marketing results.
Directed the hiring of marketing and promotions staff and supervised their work.
Researched product sales trends, implemented withdrawal and enhancement strategies.
Oversaw the planning and implementation of merchandising strategies, created eye-catching store layouts that showcase the brand and aesthetic of the company.
Negotiated the inventory cost for multiple stores, prepared annual and quarterly budgets, and presented them to the relevant stakeholders.
Trained and supervised new and current department associates in selling skills, customer service and product knowledge.
Delivered excellence in managing the company’s customer service channel.
Reviewed budgeted sales and gross profit reports and provided recommendations to department manager.
Recognized, planned and built evolved product merchandising strategies.
Monitored and maintained adequate inventory levels.
Managed cashiering activities in purchasing, returns, and exchanges.
Introduced a customer loyalty program that retained 15% of the customer base.
Recruited, interviewed, hired, trained and supervised sales staff.
Organized promotions and special events that increased revenue sales by 25%.
Provided an exceptional in-store experience for customers.
Generated sales and inventory reports with recommendations on a weekly & monthly basis.
Led daily morning and evening store meetings for all employees.
Presented new ways to merchandise to keep stores looking fresh.