CRM Marketing Manager
Confidential
Total years of experience :22 years, 4 Months
A specialized customer service agency serving an exclusive niche markets of the luxury industry and the premium automotive sector supporting its clients in maximizing customer experience and service quality. As Project Manager, I work closely with internal & external clients to help them define/ understand their needs, set priorities, develop roadmaps and guiding them through the implementation processes. Some aspects of my role include:
• Defining project scope, objectives, milestones and deliverables
• Creating detailed work plans, identifying critical steps and determining the required resources (time, money, equipment, etc.) for success
• Developing project schedules protocols, control forms and maintaining Key Performance Indicators
• Managing allocated resources and overseeing the analyses and reporting functions
• Overseeing the recruitment, training and development of the customer relationship center, from developing the brand ambassadors’ profiles to setting the KPIs that meet client requirements and service level agreements
An investment group with a broad portfolio of businesses that capitalize on industry synergy to create added value. The group operates across the sectors of security printing, smartcard technologies, identification & payments solutions, mobile Value Added Services (VAS), elections turn-key projects, telecom infrastructure & managed services, real estate development, gaming & entertainment and others. The group operates across 40 countries in the Middle East, Gulf, Africa, Turkey, and CIS Countries.
As the CRM & BI Manager, my role included defining the vision and objectives of the CRM System, Setup, implementation, and management of the Central Customer Relationship Management (SAP Enterprise Software - ERP & CRM) and Database Marketing System across the group.
• Defined business requirements and translated them into CRM best practice concepts for implementation into the CRM system
• Established the 360 degree view of each account across the multi-business units (Telecom, Identification Cards, and Secure Printing).
• Worked closely with the Commercial and Marketing team on customer sales and marketing historical data, campaign audiences, and best approach to achieving strategic and marketing goals and objectives
• Conducted ad-hoc analysis pulling data from multiple sources to define customer historical performance trends
• Developed and generate Central Sales Reports, Dashboards, and KPI Tracking across the group
• Defined the enhancements roadmap on CRM based on BUs needs and requirements
One of Kuwait’s largest privately held conglomerates with a portfolio of over 30 businesses and more than 300 global brands and agencies. Left the company during their restructuring in 2009 and was later re-hired as a consultant in 2010.
Specialist, CRM & Database Marketing Apr 2010 - Sept 2010
Work with a corporate central team and outside consultants on developing the blue prints for a Central CRM Database Marketing System that provides a holistic view of each customer across the multi-business units (Retail, Engineering and credit).
As a team, within a short period of time, we managed to deliver:
• Group wide Lead Management System - defining business requirements, logging leads from multiple sources, mapping them against the different stages of the customer journey, generating opportunities and tracking KPI’s.
• High level blue prints for a corporate wide loyalty platform
• Customer Values defined across the different stages of loyalty.
Associate, Market Research & CRM Nov 2008 - June 2009
Worked with a central corporate team of 8 researchers and analysts to service the entire group research and analytical requirements from: problem definition, study design, data collection, analysis and reporting.
• Used CRM Analytical Technics to developed interactive customer segments and profiles per segment by mining the transactional data of key businesses, conducting Paret and RFM analysis, and utilizing primary research to fill in the missing information
Regional agency based in Lebanon with field operations in the Levant and the GCC region. Areas of specialization: Healthcare Research, Customer Satisfaction, CRM Analytics and Consultancy.
• Member of the business development team who initiated and launched this project
• Entrusted to set-up the Company's Headoffice in Lebanon and manage the day-to-day operation requirements from Administration to Revenue Generation
• Was successful in securing multiple regional accounts from the first 6 months of operations
Global research driven pharmaceutical company that discovers, develops, manufactures and markets vaccines and medicines
• Handled the company’s entire research requirements in the Levant region from methodology and questionnaire development, to data collection, follow-up, analysis (quantitative and qualitative), reporting and presentation of findings with recommendations to Regional Management and Senior Product Managers.
• Following the company's global CRM system requirements, I custom build the Levant CRM Modular in order to better meet our region’s requirements, and became Administrator of the system for the Levant region.
• Developed training material and users’ guide for the customized CRM modular. Trained and monitored 100+ system users, managed the day-to-day activities of the users, and generated performance reports.
Local research agency based in Lebanon
• Conducted various economic and product research studies in Lebanon and Syria for international manufacturers of Consumer Products, Tobacco, Pharmaceutical, and Mobile Phones
• Conducted fieldwork, data processing, analysis and reporting of findings
• Managed a team of 8 freelancers
Marketing and Management
Banking and Finance