Enterprise Relationship Manager
Bayt.com
Total years of experience :14 years, 7 Months
Responsibilities:
•Build a strong pipeline and consistently meet and exceed monthly, quarterly and annual sales quotas.
•Increase bayt.com's product portfolio sales per customer through active customer needs assessment and solution recomendationations.
•Manage the entire sales cycle from initial contact with a client to training and follow up support.
•Deliver service that is consistent with bayt.com's values and customer promise.
•Identify up-sell and cross-sell opportunities by building long-term relationships and providing quality customer service.
•Effectively manage the growth of 100 - 120 assigned clients through transactional and solution-oriented selling approach.
•Ensure a minimum of 85% coverage of your assigned stack through regular physical and telephonic meetings.
•Lead online demonstrations to clients.
•Provide professional after-sales support to enhance the client’s success.
•Remain in frequent contact with the existing clients and prioritize retention as a major focus.
•Respond to complaints and resolve issues to ensure client success and satisfaction.
•Maintain and grow transactions and revenue volumes from an assigned database of customers.
1. JOB PURPOSE
Manage and develop the assigned Field sales territory to maintain and grow the DHL market leadership position. Achieve individual sales targets while meeting key customer needs.
2. PRINCIPAL ACCOUNTABILITIES
1. Manage and develop a portfolio of prospects and existing customers through building a strong customer relationship to ensure that customers’ needs are recognized and met.
2. Establish customer agreements and ensure and that pricing guidelines are always applied and profitability targets for customers are met. Ensure that customers’ prices are reviewed on regular basis and whenever any discrepancy arises between actual and promised volumes a re-negotiation takes place.
3. Develop and implement an approach to secure competitors and prospects business in the shortest time possible. Establish Prospects pipeline to support this approach and target them accordingly.
4. Exploit all new opportunities from existing and potential customers (prospects) ensuring a maximum penetration of DHL in assigned territory.
5. Develop and implement a personal sales plan and call cycle that incorporates initiatives for identifying and gaining new business and maximizes growth of existing customers to achieve the individual sales (volume and profitability) targets.
6. Manage all customer-related information by communication to the selling team around specific customers as well as in sales systems so that other DHL staff can access customer and territory information.
7. Monitor customer performance, loyalty and satisfaction to measure success, business fluctuation and possible business at risk. Take appropriate corrective action internally and/or with the customer.
8. Promote DHL brand image and values through own appearance and behaviour so that it reflects DHL high standards and develops customers’ relationship.
2. NATURE AND SCOPE
a) Context
My role is to be the prime DHL customer sales contact. My Job is in daily contact with customers, mainly decision- makers and influencers, but also the users. Internally the Territory Manager has day-to-day interaction with colleagues from the sales team: Customer Support Executive, Major Account Executive and Sales Support. Furthermore, with Ground Operations at station to ensure that the Regular customer gets the required service.
b) Reporting Relationships
I report to the Commercial Manager within the Relationship Business Unit. The Territory Manager is responsible for the assigned sales territory.
c) Contacts
I have day-to-day contacts with customers and will represent DHL externally in the assigned sales territory. Internally, they will have frequent contact with their Sales Manager and colleagues within the Relationship sales team, as well as ongoing contact with Customer Service, Customer Accounting and Ground Operations.
d) Problem Solving
I am the primarily customer contact whenever DHL business is at risk due to issues such as competitive actions, dissatisfaction with DHL service etc. I must resolve those problems in the most efficient way in order to retain the customers.
e) Decision Making
I must make decisions during negotiation with customers related to volume and discount levels as well as additional services offered. The Territory Manager will propose discount agreements to the Sales Manager for approval.
f) Planning and Organization
I must establish actionable sales plans for managing prospects and existing customers. I have to plan and organize himself in the most effective way; effective route planning and an agreed call cycle with the Customer Support Executive covering the sales territory. I have to organize time effectively to reach agreed revenue and profitability targets as well as the agreed commercial productivity standards.
JOB PURPOSE
To maximise the sales revenue from an existing base of customers, whilst at the same time generating new revenue from potential customers.
PRINCIPAL ACCOUNTABILITIES
• Maintain a regular call cycle to existing DHL Customers to build strong, multi-level relationships within the company to maintain existing DHL sales revenue as customers continue to trade.
• Probe, question and understand completely the customers’ needs and requirements to understand where DHL’s service offering can add value to the customers business.
• Identify potential, negotiate and persuade accordingly existing customers to maximise their use of DHL’s services to generate additional sales revenue from existing customers.
• Source and action new business leads and persuade potential customers to utilise the DHL services to generate additional sales revenue from new customers.
• Monitor credit issues and deal with Finance Department and be aware of issues with no payment and act where necessary to ensure Outstanding money is collected.
• Update and maintain call details on COMET, ensure appropriate IBS forms are updated so that all information is accessible for future reference and monitoring.
• Take ownership of service failures and ensure the correct person resolves the issue so that all customer complaints and problems are handled quickly and efficiently.
• Analyse figures and reports and spot trends and identify issues and take appropriate action where necessary to maximise revenue by addressing issues early.
4/9
• Consistently meets departmental sales goals of AVE EUR 110, 000 in monthly net revenue generated from sales activities while maintaining a satisfied customer.
DHL CIS Training Co-Facilitator
DHL CIS training is an international foundation program which consists of specialised modules for individual functions, such as sales, customs clearance, finance and etc. The course is a world class leadership curriculum that all DHL employees must attend worldwide.
The course is facilitated by some of DHL experienced executives and managers (in each country) in which practical experience is delivered. I have participated in delivering the CIS foundation course which provides the basic introduction of DHL as an organisation, working space and history. Also, I have delivered my own experience in sales and commercial department through CIS sessions to employees.
Achievements and Accomplishments in DHL Express
1. Sales person of the 2nd quarter in 2012.
2. Sales person of the 3rd quarter in 2014.
3. Highest RPD growth (Revenue per day) for the year 2014.
4. Sales person of the month February of 2015.
5. Sales person of the month May of 2015.
6. Sales person of the year 2015.
7. Working as co-facilitator in delivering CIS Qatar trainings.
8. Writing column in ‘Dispatch’ quarterly Magazine of DHL Qatar.
• Putting marketing plan for available services.
• Putting an action plan to establish call centre.
• Generating marketing ideas to increase sales of all the divisions.
• Following up VIP customers and getting new ones.
• Observing the quality of customers data that are registered by Service Advisors in the system to improve sales and marketing plans.
• Surveying the customers’ satisfaction and report customers’ feedback weekly to the managers. • Receiving customer complaints & assign it to the responsible department.
• Co-operating with IT department regular to modify the system according to the new needs.
Responsibilities
• Work directly with customers via telephone, and email to describe products and/or services in order to persuade potential and current customers to purchase new products and/or services.
• Educates customers on product offerings and services to improve their "on-line presence" and explains pricing and answers questions from customers building value in the customer relationship.
• Follows up with customer via telephone or email following initial sales contact.
• Identifies customer issues and provides appropriate solutions via up sell of additional products. and or services and obtains customer commitment and facilitates delivery of product.
• Continued product education to better service customer calls Maintains accurate daily record of sales in sales tracker.
• Working on graphic programs.
• Printing programs & media programs.
• Working on media projects.
• Working on scripting & shooting the projects.
• Making two projects (scripting - working on effects by adobe Aftereffects-cutting by adobe premiere).
• Working as editor & preparing programs scripts.
• co-ordinate the work between the broadcaster, the guest & the director.
• supervising on the editing level after recording the program.
• Finalizing the tape according to the script.
• Preparing the tape to broadcast.
• Training on advertising programs.
• Dealing with customers & achieve their goals.
• Welcoming the customers.
• Taking their medical tests list.
• Accounting the bills.
• Advising them to set until their turn comes to take the samples.
• Distributing their medical tests between the units.
• Following up the results until finishing.
• Call the customers to come & take the results of the tests.
PhD Cultural Studies Program is in the Department of Media, Culture and Language to study for an award leading to the degree of PhD on a Full-Time basis. My project focuses on Analysing President Abdelfattah El Sisi’s discourses in the context of persona studies: A critical discourse analysis study. This research examines the possible shifts in Egyptian political discourse which are reflected in the discursive communication of current President Abdel Fattah El Sisi, who assumed office in 2014. Political discourse in Egypt has changed dramatically following the 1952 and 2011 revolutions. I will explore how El Sisi represents a new direction in political communication which is largely linked to the articulation of his political persona. The theoretical framework of this research is located within cultural studies, persona studies, political communication studies and media studies. This project aims to contribute with new research that integrates persona studies with critical discourse analysis (CDA).
(180 Credits) - Grade : Merit This MA is an academic and professional qualification in communications and the cultural industries including film, journalism and publishing. The degree modules are various covering many of media and culture research fields such as: 1. The Politics of Identity. 2. Communication and Culture: Theories and Approaches. 3. Research Methods: Communication and Culture. 4. Media and Memory. 5. Global Media and Communications. 6. The Media and the Social Self. 7. Dissertation project. My project study intends to examine whether the integration of big data collection into Facebook, as one of the biggest social media platforms, supports the official pages of public figures on Facebook. We are interested in exploring whether public figures’ pages on Facebook may influence the construction of the public sphere because of the integration of big data into Facebook. In other words, employing big data to support public figures’ pages on Facebook validates the idea that Facebook is not a ‘democratic space’ for people to express their opinions freely. This is because integrating and employing Facebook users’ data to promote public figures’ pages is giving them a much greater voice than ‘ordinary Facebook’ users which increases public figures’ potential to influence public opinion. This is analysed with the help of a theoretical framework, which encompasses conceptualisations of public sphere(s), the social aspect of communication technology in a society, big data and its ethics regarding user privacy, and celebrities, which Facebook has redefined as ‘public figures’. A mix of qualitative research methods is applied to conduct this research. A textual analysis is utilised to unpack samples of Facebook’s media website and Facebook policy documents and to investigate if big data is showed in Facebook communications to users. Moreover, a focus group was carried out to investigate users’ awareness of big data collection and the Facebook Use Policy as well as their experiences of using Facebook with regard to public figures’ Facebook pages. Lastly, a case study analysis of the official Cristiano Ronaldo Facebook page is conducted as an example of how and what this public figure communicates and how readers react to this. This analysis aims to explore in which ways public figures like Ronaldo post their activities and if they have any influence on their followers and likers on Facebook.
In the four years of this bachelor’s degree I had studied a group of foundation and advanced media modules such as: 1. Information Theories. 2. Radio & Broadcasting Writing. 3. Communication Technology. 4. Information Legislation. 5. Broadcasting planning & TV International Relations.