Retail Sales Manager
Etisalat U.A.E.
Total years of experience :17 years, 4 Months
Sales:
Responsible for achieving all product sales assigned targets, by providing full support to agents
Increase the sales transactions ratio, by increasing football, generating revenue.
Customer care:
Providing customer excellence in handling all customer's complaints, by utilizing NBA and retention offers according to company policies
Providing friendly environments and manners for customers visiting the store, that would reflect on achieving higher results in Exit interviews, QA visits and VOC for the subjected store, customers satisfaction surveys.
Cash Management:
Responsible in handling all cash operation issues, communication with the finance department, Audit and cash delivery.
People Management:
Responsible for maintaining a friendly environment in a different multi culture team within the store, by making sure that any potential problem can be solved at once.
Provide total support for the team, by handling any personal issues that might affect their performance during the month.
Conducting constant one to one meetings and coaching session to make sure that any issue will be solved on time.
Operational Activities:
Responsible for store's headcount, hiring, and management interviews
Communicating with other departments, such as finance, IT, and help desk to ensure that all agents access are working properly.
Managing the stock level for all products, ensuring proper communication with back office, and warehouse team for items delivery
Responsible for overall store's P&L.
Team building Activities:
Building a retail team that can deal with several customer segments.
Encourage competition for retail recognition scheme across retail.
•Creating new business opportunities by exploring new market
•Establish & maintaining Relationship with existing customers by acting as an account manager for existing customers portfolio, developing opportunities to maximize revenue from it as well.
•Providing business plan, making sure the Sales team is aligned to top management strategy.
•Preparing Visual materials such as: end user training, presentations, sales team training and any other requirements according to needs.
•Providing top management with progress plan such as weekly reports, customer insights along with inputs from developing relationship with new and existing customers.
•Managing end-to-end delivery cycle of Vodafone products through VF website that managed to increase the virtual store allocated budget from 0.5 to 2 million EGP per quarter.
•Acting as the focal point between marketing acquisition team, Retail and warehouse team.
increased efficiency of online sales from 0.8% to 3% of total Retail Annual sales.
•Maintain and develop operation service level, and model development, stock, forecasting that managed to reduce the agreed SL delivery from 72 to 48 hours.
•Monitor the achievement of sales target in different dimensions; category, channel, region, distributor, sales agents to maintain and exceed the assigned target.
•Highlight areas for improvement and development to drive efficiency and effectiveness of business investments through tracking KPI's.
•Monitoring and advocate continuous improvement of sales system to align to business strategy and goal achievement.
•Provide evaluations and effectiveness of activity plans pre and post promotion; identify gaps using methodologies such as GAP Analysis.
•Maintaining adequate quantities from all Strategic items across retail stores which managed to stretch the sales target Monthly from 19, 000 to 42, 000 handsets.
•Managing and forecasting the quantities required for the upcoming period according
to sales trends and history.
•Manage the relationship with vendors, negotiating deals, managed to decrease the allocated quarterly budget for Retail with 200, 000 EGP by negotiating better prices with external vendors.
•Communicating with stakeholders from marketing channels, supply chain, warehouse Team.
•Manage and perform through a team of trainers who are responsible of conducting specific sessions to new members that reduced the monthly inbound requests by 9%.
•Reporting seasonally to technical support management with the current situations for training team.(monthly, weekly, quarterly)
•Aligning with other concerned parties and acting pro-actively to ensure no training required on the short term, which may affect our long-term plan
Act as back office support to all VF Egypt business solutions users inquiries and problems ( Wireless Office-VMCC- Blackberry -push to talk - - APNS - Wi Fi )
Handle new complicated devices and business solutions currently in the market
Conduct the necessary orientation sessions to all COPS staff regarding newly launched products & services,
Contact related vendors & liaise with them reported problems.
Aim to resolve customer issues at the first contact.
Escalate all inquiries to the specified department through a standard SLA whenever needed.
Where applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone business solutions and hardware.
Monitor SLA time frames and report them till closure
Post resolution call to ensure customer satisfaction and close case.
Proactively inform Corporate customers about planned outages affecting Business products (GPRS - Wireless Office - RIM Outages … etc).
upporting Vodafone Australia (handling all the 3G handsets, VMCC, Blackberry) technical problems and inquires with the off shoring team).
- Facilitate and provide high level of customer service to sales channels to ensure the satisfaction of our clients, meeting the department goals.
-Own and manage the relationship with sales channels by resolving calls effectively and efficiently.
-Conduct all the customer's related activities that are being reported by sales including (SIM swap, activate new lines, erase hot line, etc.)
-Ensure service level agreements are met and maintained.
-Follow up to ensure resolving the sales problems on time.
Responsible for providing business and customer services support through the call center. Keeping the customers in touch with the latest developments in mobile communications, helping them to anticipate their future needs and resolving inquiries quickly and efficiently
Responsible of a team of telemarketing agent who are selling Telecommunication services in the U.S.A. over the phone in professional customer experience within the company policies which involves managing and achieving the daily and monthly sales target.
handling customers complaints in a professional way if exist.
verifying the deal were closed in a right way sticking to company's values and ethics.
Masters in Business administrations (MBA) specialized in Financial crisis and Marketing strategies on a global level.
Quantum Computer Simulator: A Software to Change normal logic gates to Qubit gates Using VC++.