CLIENT RETENTION MANAGER
Ingot Brokers
مجموع سنوات الخبرة :16 years, 0 أشهر
Establishing and leading a retention team specialized in contacting inactive clients and turning them active. Actively measure and enhance retention strategies, while measuring performance.
Write a developed executable plan for clients’ retention with clear deliverables.
Arrange for joint meetings with multiple departments to enhance INGOT Brokers’ service.
Understand customer need and develop plans to address them while re-selling clients’ different products and services.
Train & educate team members regularly in all aspects including but not limited to; INGOT Brokers services and products, Industry knowledge and after-sales skills.
Foster positive relationships with clients by proactively engaging with them through various channels. Build trust by providing exceptional customer service and personalized attention.
Collect and analyze client feedback to identify patterns and trends. Summarize findings and present recommendations to the CRO for improving client satisfaction and retention rates.
Ensure client satisfaction through communicating with inactive clients and turning them Active.
Educate customers on the value of our services and products as well as industry knowledge.
Develop and implement the client retention strategies and initiatives. Responsible for ideas and suggestions to improve client retention efforts based on client feedback and market trends.
Perform any related job role of the latter responsibilities.
Manage a pro-active and professional Client Support Team within the Foreign Exchange industry for the key operational activities including the implementation of systems and processes. Being a role model and mentor to staff.
Responsible for driving superior customer support to clients through policies, procedures, and setting goals whilst keeping the team motivated.
Keeping up to date on industry products and trends, and train staff accordingly.
Communicate the vision and objectives of the customer support team by monitoring and reviewing each agent’s contribution to the betterment of the department and appraising outstanding customer support performance. Providing guidance, instruction and direction to the team.
Mentor team members, identify lapses, and conduct training on the job to equip staff with knowledge of developing trends in order to build a highly skilled department. Plays a role in conjunction with the human resources department in recruiting, orienting, training, assigning, coaching, and disciplining Customer Support Agents.
Ensure that members of the Operations team adhere to company rules and work ethics.
Create and expand the current processes and procedures to improve the overall efficiency and documentation and specify product requirements for operational success.
Provide a professional, efficient, accurate and customer orientated service in line with agreed standards and processes. Prioritizing workload as required and ensuring all calls / visitors are dealt with appropriately to guarantee client satisfaction.
Build a strong relationship with clients and team members in order to improve the client experience.
Liaise with departments across different entities to ensure the Client Support team has all necessary information to perform their roles.
Assist with ad hoc projects as assigned by the department manager.
Coordinate monthly reports of the Client Support Teams performance and production activities and KPIs.
Facilitate interactions between the internal team and the hosted platforms for the overall success of the organization.
Manage all client complaints in a highly proficient manner, resolving all issues within reasonable time.
Work closely with the Head of Operations to ensure timely and accurate requests are dealt with.
Oversee the Client Support Teams daily responsibilities.
Communicate even complex concepts in clear, simple, and easily understandable terms.
Managing the customer support department’s day-to-day functions.
Implementing customer support processes to enhance customer satisfaction.
Formulating and revising customer support policies and promote their implementation.
Informing the team of all new information related to products, procedures, and trends.
Assessing support statistics and preparing detailed reports on the findings.
Interviewing and hiring new employees.
Overseeing and evaluating the team's ongoing training efforts.
Delivering performance evaluations and following the disciplinary process according to company policy.
Managing the budget of the customer support department.
Supporting a wide variety of planning and analysis activities support the healthy growth and financial operation of the business, delivering this through detailed financial modeling, driving business initiatives and identifying implementing key business indicators.
Delivering cost and process improvements, performing reviews of forecast vs. actual variances, and communicating with management and peers’ business issues and demanding actions.
Management Reporting/Business Reviews - Weekly Business Review / Flash Updates Process run the Weekly Business Review reports, manage Call outs of Weekly Business Reviews and work with teams on deep dives to bring out issues to surface and drive resolution of issues working with Cross functional teams.
Monthly Business Review/Quarterly Business Review Process support the Finance Partner with financial narrative for the function by working with business teams, identify variances vs operational plan and deep dive into what’s, whys, how’s of the variances.
Work with teams to assist in the process of building P&Ls Identify simple solutions, allocation of P&L by automate the process to refresh every month.
Forecasting - Own the financial model with Finance Partner. Assist in multi-year business planning and annual forecasts with detailed financial for business segments and initiatives. Audit business teams’ assumptions and plans.
Forecasting Operational Plans - Conduct timely reviews with explanations to forecast changes and variances vs. actual, communicate business issues and demand actions from business partners.
Support & Challenge Decision Making Process - Assess pricing/ fee changes alongside pricing teams and study the impact on profitability, sellers, selection. Build the right framework to assess this along with Pricing and Category teams.
Support Business Teams on analysis - on seller acquisition strategy, new store/product launches, new business models.
Evaluation of Initiatives - Analyze various ‘initiatives’ agreed with business teams. Identify and document learnings, bring them back to teams for better planning.
Build processes and tools - Ensure smooth flow of information, metrics and numbers amongst business teams. Build and automate scorecards necessary to run the business and assess teams’ performance.
Ad Hoc reporting to meet and exceed the operational plan goals and improve the funnels.
Train the team on Excel & Reporting Skills Ensuring the metrics and numbers are reported accurately.
Responsible for developing and using financial early warning forecast systems for the Country.
Provides financial and budgetary forecasts for the Country to officers for use in short and long-term company financial and budgetary planning, ensuring reporting system interoperability and data integrity.
Proactively carryout value-added analyses on financial data, supporting and testing information provided by Global and Regional financial officers.
Collaborate with financial control personnel to ensure consistent financial data reporting processes and results.
Assist with the development of detailed budget and financial forecasts for use in Global and Regional, as well as Country, Business Franchise, and Business Unit planning.
Proactively interface with financial officers in the other Country organizations to obtain financial best practices and in-market data results, benchmarking Country results and methods against ones from other markets.
Drive continuous learning within the Country by performing post-implementation financial analyses on past initiatives and sharing results across the organization.
Ensure consistency and interoperability between different financial reporting systems.
Leading projects related to transferring portfolios between various distributors.
Identifying and communicating commercial, financial risks & opportunities executing risk review procedures and processing in line with global policies and standards to minimize commercial and financial risk and exposure.
Key interfaces include: Financial Leader, BU Head, FRA/financial control personnel; and BU leaders.
Working as the oversight & implementation plan leader of Saudi Joint Venture to assure we hit the deadlines as planned.
Participate in initial meetings with the concerned parties to obtain clear directions that would help in providing the advisory services for the clients.
Worked along with the delegated management teams to identify and source the information required that would aid in developing the required reports.
Carry out research in respect to the industry and markets in which the clients carry out business.
Analyze the information provided by the clients and assess the need for additional supporting information by reviewing the current operations through discussions with top management.
Develop reports along with implementable courses of action to the management that contains recommendations and conclusions with strategic plans for new structures.
Evaluating current performance results in terms of financial indicators, objectives, strategic direction and current policies.
Scan & assess the external/internal environment to determine the strategic factors that pose opportunities and threats.
Pinpoint problem areas by analyzing the strategic SWOT to help come out with the best alternative strategy and suggest reflections in budgets/business plans according to the recommended strategy.
Generate financial statements: Income Statement, Balance Sheet and Cash Flow in addition to detailed analysis concerning the results and focusing on the factors behind the variances & explaining the trends.
Developed financial models and charts to analyze and carry out a forecast from the analysis, predict revenues and costs, assess risks, and justify critical business decisions.
Conduct feasibility studies: prepare projected Income Statement and Balance Sheet, conduct a market survey and strategies, plan business organization & operations, and analyze all data.
Improve financial status by analyzing results and variances; identifying trends; recommending actions.
Preparing advisory corporate finance concept papers followed by proposals of potential deals in the MENA region.
Worked on a competitor analysis and positioning report presented to the Top Management to help get a better understanding of the current competitors & our strengths/weaknesses.
Participated in preparing Investment models/Franchise models that include the CAPEX, projections & other necessary information to evaluate potential expansion plans in the MENA region.
Responsible of 3 team members in terms of the work plan and the quality of work provided by them.
In charge of evaluating new proposed opportunities for opening stores within Jordan, West Bank and Iraq for a $400M world leading retailer; Al Hokair Fashion Retail represents 75+ international brands and has 1, 400+ stores in Saudi Arabia, the Middle East, North Africa, Central Asia, Caucasus regions and the U.S.
•Worked with top management for opening more than 40 stores in Galleria Mall-Swefieh and Irbid City Centre by conducting feasibility studies including future expected ratios and highlighting the forecasted opportunities and threats.
•Played a crucial role in achieving the financial objective of US$1.3 Million as Net Income by preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective job results.
•Reduced expenses by more than US$560K+ by conducting a deep analysis into the business and expense drivers in order to provide guidance to management and how the expense culture and behavior should be modified.
•Checking inventory levels with related departments and providing top management with weekly, monthly and year to date reports that help maximize revenues & minimize costs by deciding on the optimal inventory to be kept at any time.
•Preparing for sale campaigns & buying budgets in order to meet sales & revenue targets that were previously decide based on several key indicators.
•Approved more than 10 lease contracts and renewal deals during 2013, by ensuring that the terms comply with the company’s guidelines and policies.
•Participated in preparing the
Member of the financial planning & controlling department of Jordan Telecom group (Orange), sole integrated operator established in 1971 and became part of France Telecom Group (Orange) in 2006 and now serving more than 2.4 million customers with appropriate communication technologies, at affordable prices, and world-class service. As a
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- Rating: Excellent Ranked 2nd and placed on honor list during the academic years (2005-2008)