Customer Relations & Quality Manager
Bahwan International Group
مجموع سنوات الخبرة :11 years, 7 أشهر
Responsible for managing 5+ automotive brands for measuring and monitoring overall customer satisfaction,
customer relations, CRM systems, customer journey, customer segmentation, lead management, campaign
management, digital strategies, Sales funnel, VOC programs, competitor mystery shops, strategic planning
while ensuring quality service.
• Conceptualized and executed customer centric strategies to enhance overall customer satisfaction,
strong customer relations & brand loyalty.
• I championed digital transformative initiatives, leveraging emerging technologies to streamline
processes, enhance operational efficiencies and drive performance.
• Integrated competitive intelligence, advanced market research, and design thinking, driving continuous
actionable customer experience improvements.
• As the Project leader I spearheaded the successful development and implementation of customer
segmentation analysis based on targeted marketed strategies and personalized communication.
• Conceptualized and formulated CRM system management, customer retention strategies and loyalty
programs towards a more aggressive data driven targeting approach.
• Supported the sales division in lead generation from existing customer and prospect databases.
• Developed & implemented proactive outbound activities to engage with customers and prospects.
• Managed lead generation and CRM marketing campaigns resulting in 30% increase in website traffic &
a 20% boost in conversion rates.
• Collaborated on the management of sales funnels, campaigns, and identify areas for improvement.
• Planned and executed digital touch points and KPI’s for website sources/leads and other measurable
parameters of digital marketing campaigns aligned with marketing dept.
• Collaborated with the marketing teams to ensure targeted and effective campaigns.
• Collaborated with cross functional team to map and analyze customer journey, identifying pain points
and opportunities for further development.
• Utilized multiple communication channels to ensure effective customer engagement.
• Maintained a healthy level of customer profiling and ensure a accurate database management in the
CRM system.
• Established a comprehensive set of KPI’s to monitor CRM process performance, resource utilization and
timelines, resulting in a 20% increase in data driven decision making across the organization.
• Facilitated multichannel marketing activities, and leveraged marketing automation tools effectively to
build strong relationship with customers, drive revenue growth and achieve business success.
• Fostered 20% increase in customer loyalty by implementing engaging actions at all customer touch
points.
• Launched in house mystery shop and voice of the customer programs with 25 to 35% increase in
positive customer reviews. (CSAT, NPS, INDEX).
• Proactively addressed customer concerns and escalations, achieving a 95% satisfaction rate and
ensured prompt and satisfactory resolution.
• Set up a KPI of complaint resolution closing days & implemented PDCA approach across all outlets for
quick complaint handling resolutions. (Brand wise, model wise, category wise).
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• Managed call center technology & systems, including telephony, CRM software, and other tools, to
optimize efficiency & effectiveness.
• Prepared & presented regular reports on customer satisfaction trends, customer feedback analysis, lead
generation, operational metrics, and key insights to senior management.
• Implemented & executed strong in-house mystery shop surveys, and also conducted several competitor
mystery shop audits for gathering insights, and maintaining competitive comparison and evaluations.
• Managed budgets and forecasts with precise cost estimation plans. Achieving a 95% budget accuracy
rate.
Led a team of customer relation executives, providing guidance, coaching & performance evaluation.
• Developed & implemented customer relation strategies to enhance customer satisfaction & brand loyalty.
• Kept records of customer interactions, processed customer accounts and filed documents.
• Collaborated with team to quickly resolve customer complaints with appropriate action.
• Subject matter expert & internal consultant on sales & after sales process standards & responsible to drive change management.
• Supported sales & after sales to improve and attain the overall NPS target.
• Formulated & executed kaizen techniques for further improvements.
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