Account Manager
Emirates Integrated Telecommunication Company
مجموع سنوات الخبرة :16 years, 6 أشهر
Regular visits/contacts to assigned customers to proactively maintain the current business and up-sell/cross-sell business products and solutions.
Assist with any request or issue escalations as needed.
Operate as the lead point of contact for all matters specific to the assigned list of accounts.
Build and maintain strong, long-lasting customer relationships.
Identifies business opportunities by identifying prospects and evaluating.
Build strong pipeline for the assigned customer with quarterly and annual forecast.
Negotiating on price, costs, delivery and specifications with buyers and managers.
Follow up and coordinate with internal departments to effectively deliver service and requirement on a timely manner.
Creating proposal in line with marketing and legal department as part of formal bidding process with prospective customers.
Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
Reporting to management with the required manual and automated reports and account plans
Develop new product and solution knowledge by attending relevant trainings, events and forums.
Responsible of achieving the targets set by the line manager.
Responsible to solve all customer issues.
Responsible to help collection from customers when is needed.
Proper documentation and filling for all customer’s orders and requests.
1. Planning and organizing
Planning weekly working schedule, training schedule and annual leaves.
Organizing and managing store administrative work including incident reports, financial report, stock take, etc.
Analyze and record personal and operational data, and write related activity reports.
Ensure grooming standards are followed as per guide lines.
Contributing in the recruitment process by interviewing the new joiners (in line with HR processes).
2. Financial Excellence: Budgets, Revenue/Profit & Costs
Monitoring the achievement of quantitative targets.
Maintain and improve qualitative KPIs i.e. (Waiting time, mystery shopper reports, rejected documents, knowledge level, etc.).
Control cash handling and inventory management in the store ensuring no discrepancies by end of the day.
3. Customer Excellence: Internal/External Customer Engagement & Relationship Management.
Resolve customer complaints and collect feedback on the products and services.
Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.
Monitor the queue system and improve waiting time as well as resolve on floor customer issues.
4. People Excellence: Learning & Growth
Build strong retail sales team and ensure staff are motivated and following company rules and objectives.
Provide on job training for new joiners
Conduct coaching session to staff that requires further development and learning.
Maintain focus on employee engagement and develop and execute plans & programs to achieve set of goals (in association with HR).
Maintain store staff job results by coaching, counseling. And disciplining employees; planning, monitoring, and appraising job results.
Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, participating in professional societies.
5. Process Excellence: Operational Efficiency & Risk Management
Monitor staff attendance.
Deal with any misbehavior from staff and when required provide relevant coaching.
Ensure safety of cash and valuable inventory in the store.
Fill company policy in required form and ensure no discrepancies.
Greeted customers in a timely fashion while quickly determining their needs.
Recommended merchandise to customers based on their needs and preferences.
Describe a product’s features and benefits.
Demonstrate use and operation on the product.
Answer customer queries regarding the store and the merchandise.
Make suggestion and encourage purchase of products.
Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
Engaged with customers in a sincere and friendly manner.
Receive and process cash, check and charge/credit payment
Prioritized helping customers over completing other routine tasks in the store.
Attending trainings and courses to stay up to date with the latest products and enhance my performance.
Maintaining personal and Business SME accounts.
Generating sales leads.
Always ensure achieving the set target.