Senior CRM Specialist
Ajmal Perfumes
Total years of experience :11 years, 5 Months
1. Managing B2C Retail loyalty program & Ecommerce in UAE, Kuwait, Qatar & Bahrain
2. Work as main point of contact for stores to handles the issues faced by members at the stores, technical and program related
3. Develop customer strategies (ecommerce & CRM) basis their buying behavior and life cycle journey
4. Managing eCommerce operation and order management for smooth execution
5. Deep dive into the member database to glean insights that can be applied to drive the business and build a memorable customer experience
6. Focus on customer engagement, retention to increase brand association and get incremental sales
7. Designing, Creation, and execution of campaigns in line with the marketing objective with approach like RFM which help increase their ATV and Basket size
8. Create personalized and targeted SMS & Email communication
9. Monthly creation of program dashboard and MIS & keeping a check on the KPIs
10. Manage the budgets and accordingly manage campaigns and regularly track and optimize for better ROI
11. Working understanding of 3rd party and homegrown - CRM platform
12. Implementation of new functionality in the program which help get better insights from the member
1. Managing Loyalty Marketing program (B2C & B2B) for different clients spread across different sectors and Digital Social Media Marketing programs
2. Establishes productive, professional relationships with key personnel in assigned client accounts
3. Proactively address any day to day issues that are escalated from the client team and see through to resolution.
4. Regular reviews and reporting and physical visits to the client premises on an agreed timescale
5. Strong strategic planning and execution skills in sales, marketing and business strategy
6. Produce benchmarking reports / account review decks to provide the clients with analysis for their program
7. Ascertain the potential for future ‘cross selling’ opportunities in order to deliver the entire breadth of services
1. To sustain and grow the business from existing clients by delivering exceptional service - To achieve this through relationship building, regular planning, proactive thinking and client competition mapping.
2. Marketing and sales promotional campaigns through online activities E-Mailers, Corporate Mailers and offline activities Direct Marketing Materials.
3. Coordinate with all internal teams of purchase, creative & operations to deliver services within the service level agreement norms.
4. Work & think with the client to devise new initiatives for their relationship marketing programs
5. Mapping of business requirements and providing solution to the clients
6. Working in making Business Strategies & defining processes for clients
7. Set and demonstrate quality standards for various operational areas, ensuring a high- quality customer experience, while adhering to the SLAs and work processes
8. Proficiently managing local vendors for various campaign and program related activities also over seeing operations of the current project. Handling 9. Data Analysis and creating MIS.
1. Responsible for executing business development strategies including identifying and serving existing and new markets and customers
2. Drive sales of company’s products and services by identifying potential customers and maintaining a regular and direct liaison with them.
3. Manage relations and satisfaction of existing customers.
1. Building four pillars of marketing activities into the positioning and belief of the business - Planning, Reach and Execution & Measurability.
2. Planning, strategizing and executing various tactical brand/sales promotion campaigns through E-Mailers, Corporate Mailers and Direct Marketing Materials.
3. Formulating and deriving communication platforms to launch any of the new key and innovative revenue generating products or services. Providing briefs and liaising with activation and creative agencies to develop marketing campaigns.
4. Responsible for planning and executing Online CRM Program and Marketing activities for the client also ensuring smooth operations for timely delivery of Program.
5. Coordinating with clients to monitor and control deliveries of technical, creative and operational support teams also handling Direct Mailer and Offline Marketing Activity for the client.
6. Proficiently managing local vendors for various campaign and program related activities also over seeing operations of the current project. Handling 7. Data Analysis and creating MIS.
8. Generating sustainable market share of products and services by conducting detailed market analysis to find out the latest market trends.
1. Conducted analysis to assess prevalent market environment, identified business risks & implemented effective mechanisms to mitigate the same, kept abreast with the market trends & achieved market share metrics.
2. Mapped client requirements and implemented strategies to achieve client satisfaction including tracking market dynamics and initiated reinforcements to neutralize competitors' moves.
3. Conducted secondary research on industry trends/ market scenario and reported the same to senior management.
4. Proficiently extracted company data from various resources. Involved in extensive research relating to the fundamentals of clients.
Specialization in Marketing Management
Mechanical Engineering