Ecommerce & Loyalty Manager
Darwish Holding
Total years of experience :14 years, 4 Months
• Led and managed the e-commerce team through effective communication of company goals and objectives to ensure the marketing plan is conveyed clearly and bottom-line results are performed effectively.
• Developed the website and the digital strategy to ensure this is regularly updated with the necessary ‘call to action’ content required to increase SEO functionality and ratings, along with social media advertising and google ads.
• Grew the online sales monthly by an average of 20% compared to the target through managing the e-commerce platform and operational team.
• Developed strategies and implemented campaigns to optimize the digital performance marketing channels (paid search, shopping campaigns, digital growth channels, SEO) which resulted in driving traffic, engagement, and retention to reach an average ecommerce conversion rate of %1.9.
• Managed and maintained day-to-day operations including execution, QA, and reporting of campaigns.
• Identified key business objectives accordingly strategize short- and long-term Marketing Strategies which maximizes the utilization of the Marketing budget.
• Managed and developed the standardization of communication tools within the business, through production quality control with the purpose of maintaining company standards and quality across all communication.
• Identified new and emerging marketing channels.
• Trained staff by reviewing and revising procedures in order to meet Service Excellence standards.
• Prepared customer relations reports by analyzing and categorizing client details; identifying and investigating customer complaints and service suggestions.
• Maintained quality service by establishing and enforcing organization standards.
• Motivated team, trained & guided them in order to achieve set targets.
• Handled the Inquiries & Complaints that come through other channels (system, face-to-face, emails) by proper delegation to team members.
• Coordinated with internal and external departments to close pending client inquiries and feedback.
• Managed to achieve a consistent top three ranking for Lebanon customer service team by recording an average 93% of mystery shopper score throughout the years.
• Recognized in 2014, 2015 and 2016 as star of the year/employee of the year due to exceptional efforts and contributions placed for the company.
• Represented Lebanon team in the 2014 Innovation challenge in Dubai after successful idea submission and presentation among thousands of contenders.
• Led the way to implement the gift card program by coordinating with external stakeholders, internal departments, and based on customer feedback.
• Researched destination and travel prices, customs, weather conditions, reviews, etc.
• Researched and studied clients’ specifications and wishes.
• Suggested suitable travel options that best suited clients' needs.
• Planned and organized travels.
• Booked tickets, reserved accommodation, organized rental transportation.
•Contacting potential clients to establish rapport and arrange meetings.
•Researching organizations and individuals to find new opportunities.
•Finding and developing new markets and improving sales.
•Attending conferences, meetings, and industry events.
•Training personnel and helping team members develop their skills.
MBA
