Customer Relations and E-commerce Manager
IKEA Cairo- Alfuttaim group
Total years of experience :19 years, 11 Months
Commercial
Lead and manage the team and work with colleagues in other functions to optimize the relationship with our customers in order to drive sales growth and sustained, long-term profitability.
Drive and be the owner of the Commercial review in the store, co-operating and influencing the commercial team, the CR team and other support functions to ensure that they understand the customer’s perspective when implementing new solution and evaluating exiting ones.
Know the local market and working with the commercial team to support commercial activities, this will convert more visitors to customers, and generate repeat store visits, balancing our business needs with our customers’ needs.
Analyze customer feedback to identify root causes, taking action to improve short and long-term customer satisfaction.
Customers
Lead and manage the team and work with Store and Service Office colleagues to understand our local competitor service offers, our customers’ shopping behaviors and their living situations, and use these insights to improve our customers’ shopping experience. Coordinate one visit per year to customer houses.
Regularly meet with our customers to learn from their experiences, ideas and views in order to improve the home to home shopping experience. Organize in store customer intelligence surveys.
Analyze feedback from our customers and work with my team and other functions to make improvements to our customers’ shopping experience by securing an easy buying process throughout the store.
People Management and Development
Make sure all co-workers are properly trained and encourage them to participate in trainings and in development programs to secure the store performance and succession needs
Manage the recruitment of the Customer relations department. Ensure the vacancies are filled as soon as they arise, and the right candidates are hired in the vacant positions
Ensure positive results in the employee survey and taking action in the areas where the satisfaction is low
- Understand the goals and expectations of the company then Educate my team about the objectives by communicating clearly about their roles, responsibilities and deadlines.
- Appraisal the strength and weakness of each team member and evaluate their performance and their ability to meet the deadline.
- Delegate work accordingly based on the skill and interest level of each person.
- Give clear instructions as to what is expected out of the team clear understanding of the requirements encourages the employee to live up to your expectation, feel accountable in executing the tasks and solve issues proactively.
- Open wide channel in the furniture field in Kuwait
- Get the market share on the priorities
- Future plan for the expected sale and target
- Managing and supervising a sales force.
- Follow up with the installation department in the site in sensitive cases (store opening - new company opening - critical problems with customer in the site)
- Coordinate with all departments to finalize the success job with clients (Suppliers - installation - Ware house - procurements and purchasing).
- Follow up and administrate the projects sites.
- Keep an open channel with worldwide furniture magazine to be aware of all the latest products.
- Handle problems and changes effectively. Request feedback from the team and incorporate their suggestions in your decisions
- Motivate the team frequently by acknowledging and appreciating their efforts by give bonus or free travelling ticket after commercial manager approved.
- Making weekly and monthly reports and meetings with all stuff to explain the achievements and the weak point and the bottle nick
- Making fully fair Appraisal regarding to the KPIS for all the team accordingly to some points :
1. Achieve the target
2. Their qualifications
3. Attendance
4. My personal evaluation for every member in the team
5. Follow the company polices (mission and vision)
6. The client’s satisfaction
- Keep aware of all competitors and proposals and monitoring them in order to keep the company ahead of them.
- Developing contracts and proposals with the Product Specialist.
- Aware all tenders related to the Mobica products.
URL removed due to policy violation. Please contact support for further information.