Head of Customer Relations
Home Centre - Landmark Group
مجموع سنوات الخبرة :20 years, 7 أشهر
Key Accountabilities:
• Create a customer-centric environment across the organization
• Develop and implement strategies that drive sales and maximize product and service delivery across all customer touch points
• Identify and understand customer wants and needs to create meaningful experiences that develop and retain customer loyalty
• Drive retail KPIs and operation standards to achieve and maximize productivity targets
In charge of:
• Contact centers
•Customer service desks in stores
• Ecommerce aftersales services
• Value Added Services set up and implementation
• Processes and procedures (including R&E, Warranty and Storage)
• Data collection, analysis and reporting
• Mystery shopping, surveys and focus groups
• Home visits
• Customer journey mapping
• Allocated budgets
• Customer communication strategy
Key achievements:
• Set up the Customer Relations Department at the Head Office to cater to all territories across MENA region.
• Developed the Customer Relations Manual and Commercial Review Document for audit and training purposes across all stores in the region.
• Successfully designed a Mystery Shopping Program across all territories for 100 stores in the MENA region. Achieved 28% improvement in the first quarter.
• Restructured the call center operation to efficiently cater to online and offline customers developing new SOPs and escalation matrix with internal stakeholders (warehouse, logistics, finance, stores). Increased SLAs from 78% to 96% in the first quarter of the restructure.
• Developed SOPs and guidelines for ecommerce aftersales services and launched aftersales service in UAE, KSA and Bahrain.
• Reworked and restructured in-store Customer Service Desks, creating new team structures along with their respective job descriptions and responsibility matrix.
• Developed Value Added Services and successfully launched them in UAE, Bahrain and KSA.
• Launched digital in-store feedback across all stores integrating it with the central CRM.
• Designed and facilitated the Customer Relations Retail Excellence Workshop to all territory heads across the MENA region.
Key Acountabilities:
Centralize the service delivery of all Nestle brands under one umbrella through a one stop shop
approach
• Develop and centralize processes and procedures for the Middle East
• Set and meet the required KPIs and TATs defined by the organization
• Centralize all data and derive valuable insights and reporting
• Set up and implement internal awareness campaigns to advocate customer centricity
In Charge of:
• Consumer communication on all brand collateral
• Call center services
• Social media management
• cRM development and data analysis
• All consumer related policies and procedures
• Allocated budgets
Key Achievements:
• Launched the first care center for an FMCG in the Middle East offering both online and offline
services to consumers.
• Restructured the department to take in a newly acquired business (Wyeth Nutrition).
• Rebranded Nestlé Care Center and developed a new communication strategy online and offline.
• Successfully set-up the offshore after-hours care center team in Egypt.
• Developed and launched a CRM tool that meets global specifications and enables all relevant
parties to access the needed data. I achieved over 200% data growth per year for opted-in
consumers and 98% turnaround time response rate.
• Built a library of reusable standard replies that are aligned with the regulatory and marketing teams
to ensure all information provided to consumers is consistent and accurate.
• Launched and managed aftersales services for Nescafé Dolce Gusto in the region. Managed the
relationship and operation with our partner courier.
Key Acountabilities:
Develop policies and procedures for all MAF Leisure brands across MENA
• Set up and measure KPIs and TATs as per the company’s strategic intent
• Acquire customer feedback and translate it into actionable plans
• Ensure all new openings are compliant with the set parameters and policies
In Charge Of:
• Call Center services
• Customer journey mapping
• Policies and procedures
• Customer feedback and service improvement plans
• Allocated Budgets
Key Achievements:
• Initiated customer journey tracking to identify success factors and gaps for improvement and
created development plans.
• Developed policies and procedures and centralized them across all brands and stores in the region.
• Developed internal behavioral policies (including the design of pocket handbooks) to ensure
consistency in service delivery across all stores in the region.
• Designed and lead all training modules for the opening of City Centre Bahrain stores (Bahrain
Managed multiple client accounts and service delivery activities.
• Identified new business opportunities and maintained effective business relationships with clients.
• Developed training modules and conducted training sessions for both Team Leaders and CSRs.
• Liaised with internal departments to ensure that allocated tasks are met within the deadlines and
parameters set.
• Allocated resources and tools required according to revenue and set budgets to meet internal
margins.
• Analyzed daily internal M.I.S reports to identify gaps and develop improvement plans.
• Conducted regular feedback sessions and official appraisals within the company’s policies.
Completed two out of four years (Freshmen & Sophomore), Psychology