Customer experience manager
Vita care - Tamer Group
Total years of experience :14 years, 3 Months
- Provide high-end customer service to Gucci, D&G, YSL, BV, Balenciaga and Armani customers.
- Build a strong one to one relations with VIP clients.
- Responsible of partnerships with Ruba Loyalty Program.
- Improve customer experience in stores and website.
- Assist CRM manager in Marketing campaigns, analysis and social communication.
- Develop service procedures, policies and standards in coordination with other departments.
- Implemented a system that helps identifying brand or item weakness & how to improve store staff performance.
- Investigated and resolved customer inquiries and complaints with empathy.
- Enhanced customer satisfaction ratings by managing all client inquires through resolution.
- Maintained up-to-date knowledge of product and service changes.
- Identified individual development needs with appropriate training.
Main responsibilities:
- Manage customers loyalty accounts and troubleshooted loyalty points allocation issues.
- Update and troubleshoot issues with the loyalty mobile application.
- Update loyalty program policies (i.e., terms of service and privacy policy).
- Handle content creation for marketing communications and the setup of marketing campaign
functions and rules (Discounts, deals and vouchers).
- Partnership acquisition and management.
- Customer acquisition/Retention.
- Manage CRM Calendar and ensuring the alignment with Marketing campaigns.
- Generate Weekly / Monthly MIS Report, Business insights
- Basket analysis, Product mapping.
- Manage and prepare the annual budget of CRM & Customer service departments.
Develop & implement strategic plans to address customer needs.
Develop service procedures, policies and workflow in coordination with other departments to exceed quality service goals.
Handled Shared Services Department and was a decision maker of all labors Iqamas and EOBS.
Implement MOL regulations and procedures on over 10, 000 labors all over the kingdom.
Enhanced client satisfaction ratings by resolving difficult customer issues through completion.
Collected customer feedback and delivered reports to leadership to promote correction. Oversaw team of 17 customer service professional assisting 130 customer.
Main Responsibilities:
Conducted market research to rationalize category and segment opportunities.
Collaborated with sales, finance, registration and logistics to influence critical business growth outcomes.
Worked closely with Product Managers to develop accurate and cost-effective product marketing plans, analyzing results to adjust marketing efforts as needed.
Conducted a competition analysis in the market.
Assisted in new product launching by establishing new product production line catalogs and packaging
- Managing all the marketing activities for the company and activities within the marketing department.
- Conducting customer satisfaction survey, analyze the collected data and prepare final reports to the top management.
- Establishing a market watch system to monitor all products' prices and changes in the market.
- Monitoring competitors’ activities.
- Participating in strategic group for long term development and strategic plan for the company.
- Co-ordinating marketing campaign with sales objectives.
- Developing plan, ideas and objectives.
- Monitoring and report on effectiveness of marketing communications.
- Creating a wide range of different marketing materials.
- Providing relevant data as member of marketing committee in making decisions.
- Overseeing all promotions and advertisement activities to ensure alignment with set objectives.
- Working closely with design agencies and assisting with new product launches.
- Maintaining effective internal communications to ensure that all relevant company functions are kept informed of marketing objectives.
- Managing and preparing the annual plan for the marketing department.
- Managing and preparing the yearly marketing budget and monitor all expenses within the budget limit.
- Managing web design and content as well as setting up social media channels (Twitter, Facebook and YouTube)
- Managing Events, including development of promotional materials through creative agencies.
- Handling and responsible of all ISO requirements of marketing department