CRM
Sephora Middle East
Total years of experience :9 years, 0 Months
50% Brand:
• Support all relative client facing external communication from barcode creation, offer live dates and product information.
• Support in the GWP process by aligning with all involved parties from item creation and kitting, to market delivery.
• Create collaterals to be displayed in store and on SBP communication such as tent cards, photo shoots, packaging.
• Support internal reporting measuring the success of the loyalty program and creating reports as needed.
• Work closely with ecom team to ensure product availability and development of CRM related promo codes.
• Coordinate with brands on product information and delivery
• Planning and executing effective and efficient marketing communications for emails and mobile CRM.
50% Operations:
• Support in monthly Sephora Beauty Pass store stock tracking in store.
• Cooperate with Supply chain to coordinate stock transfers weekly as needed.
• Track in store collaterals and arrange for new shipments based on availability and usage.
• Create redemption reports for Sephora Beauty Pass related product.
• Communicate on upcoming loyalty related actions with stores.
• Consolidation of reports from stores.
• Strategic support on store specific projects.
• Greet and meet service customers at reception.
• Handle a customer, open RO and close RO.
• Handling telephonic enquiries, concerns.
• Translating customers’ repair problems into standard repair terminology
• Test-driving vehicles to confirm service repairs
• Create appointments in TSS with response to the telephone enquiries, ensure the concern form is filled
• Handle pre (48 hrs) and post (24 hrs) appointment calls for every customer service visit focusing on customer feedback return - maintain daily file
• Service Loaner documents and Loaner tracker update in Warp.
• Handle and claim petty cash
• Maintain and order stationary items needed for service team as needed.
• RO filing and record keeping.
• Marketing Budget Management using budget tracker with Zero overspend in 2016.
• Creation of all POs, follow up of all PO, making GR & IV of all Invoices, Creating Internal notes for approval on payment of invoices.
• Reporting: Dashboard, sales report, purchases funnel Report, Divisional Meeting Report, Web Enquiries Report, and Daily Net Achievement Report of Aftersales.
• Utilize Fastrack Campaign Manager to send email and SMS to customers (open & lost enquiries)
• Reimbursement of all Marketing invoices for Claims purpose.
Handling high level of customer complaint with the resolution with 99% customer’s satisfaction.
•Dealing with the warranty department for customer’s request.
•Taking care of the special service campaigns receiving from Lexus motors Japan.
•Maintaining customer’s interaction records keeping the Quality rate.
•Handling web leads received from Lexus website i.e. sales, service parts enquire.
•Scheduling customers for service maintenance for their car, providing information on service contracts.
Serve visitors by greeting, welcoming, directing them appropriately.
•Answer incoming calls and forward them to the respective department.
•Coordinate office activities.
•Perform final checkup for any issues on ready to deliver cars and highlight them if any to the respective department.
•Managing sales leads in (Fast Track).