Head of Channels Sales
HILTI
مجموع سنوات الخبرة :17 years, 0 أشهر
Key Focus actions and achievements across all departments were:
Retail Business:
• Ensured an optimized and profitable retail network (9 stores, 2 area managers and 14 store reps.) to serve the customers and contributed to the overall company's profit.
• Changed mindset to an active sales channel, with sales and customer minded Saudi staff providing best in class store experience. That increased topline by 10% in 2019 and 24% YTD June 2020.
• Launched in-store sales campaigns and events that generated 3 times the traffic, and successfully drove sales of new and focused products 27% growth in electrical & 38% in direct fastening tools.
• Developed the first Saudi Female in retail sales management
Customer Service (Inbound & Outbound):
• Reviewed repeated issues within operations and business management to solve problems and improve company outcome for better customer satisfaction and loyalty with an overall care note time of 1.5 Days
• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel (9 Saudi agents) and activities by 50%
• Ensured high service level 97% with fast average speed of answer 2 sec, and very low abandoned calls 0.7%.
• Implemented cross and upselling sales techniques in CS inbound team and structured approach for the outbound team to reactivate non buying customers which resulted in 74 reactivated customers in 2 months with sales of 150K SAR
E-Business and Digital:
• Developed Online business from 1% to an overall 29% channel sales share and increased buying and loyal customers by 23% and 14% in sessions by 2019
• Designed, planned, and managed digital marketing campaigns across multiple channels to generate pipeline revenue and link digital to physical activities.
• Devised and deployed online marketing plans with effective SEO, email and SMS campaigns, and social media to maximize traffic and conversion rates.
• Kept all campaigns and marketing collateral in line with branding and focused on target consumers.
• Developed team member and exported to global team and recruited a Saudi Talent.
• Developed and implemented favorable pricing structures and achieved margins of more than 65% while leading 3 business units
• 2012 won global award for launching new product, +66% growth in direct fastening, + 92% in measuring, + 24% in screw fastening.
• 2013 achieved #3 worldwide in DX 460 tool sales, and best practice for product leadership strategy in the region
• Monitored market trends and competitor performance and analyzed gaps to update promotional strategies, define innovative marketing campaigns, and maximize sales.
• Turnaround in 2014 from -16% Jan - April to +20% May - December.
• Developed and implemented annual sales plan and budget.
• Helped in facilitating and growing relationships with key clients.
• Conducted focused sales activities and provided advice and insights about the identified potential clients and opportunities.
• Analyzed market potential ensuring its development into prospective customers.
• Conducted product and financial advisory services to customers.
• Followed up with customers to ensure satisfaction, loyalty and customer retention.
Bachelor's degree in Business Administration with double emphasis in Sales & Marketing, and Management Information System. Achieved Honors in the year 2003.