Customer Experience Representative
Chapters Indigo
Total years of experience :6 years, 11 Months
▪ Upselling and cross-selling of products across Indigo stores
▪ Curation of specific product collections for each customer
Taking up this role gave me a sneak peek into the consumers' mind and the retail industry here. Working during the high-pressured holiday season required a great degree of multitasking across departments. My role involved not just ensuring that the customers' needs are met through smooth sales process and transactions, but also enriching their experience in-store through memorable and meaningful interaction. Moreover, I got to meet people from different cultures and connect with them on a topic that I could resonate with the most, books! Learning the technical aspects such as working at the cash counter and on inventory, while initially daunting, soon became the part of the job that I enjoyed the most.
▪ Key accounts: Meraas (a Dubai-based holding company with portfolio and activity in real estate, tourism, hospitality, healthcare, technology, retail, F&B, leisure & entertainment) and INFINITI (a brand of upscale automobiles, made by Nissan, from Japan)
▪ Developed and administered the making of various below-the-line (BTL) collaterals such as Electronic Direct Mailers (EDMs), newsletters, brochures and posters for Meraas hospitality sector
▪ Worked on a one of its kind Ramadan tactical and brand activation campaign for INFINITI
Successfully executed the cross destination social media and digital marketing campaign ‘Urban Pixels’ (a photography competition held across Dubai) for Meraas, which resulted in a boost in sales by 80% during the first quarter across their various destinations
Key accounts handled: Emirates Islamic Bank and Redington Gulf (one of the leading IT distributors and supply chain solutions providers in Middle East and Africa)
▪ Handled advertising components for Emirates Islamic Bank which included electronic direct mailers (EMDs), leaflets, posters, newsletters, brochures and in-store branding and marketing tools, for both internal and external stakeholders
▪ Conceptualized EDMs for Azure PowerDrive - a Redington Volume Partner Enablement Programme for Microsoft Azure
▪ For Redington Gulf, worked on tactical-based iPhone print ads for different retailers across the region
▪ Assisted in the making of the corporate for Redington Gulf
▪ Was responsible for proofreading documents, creation of quotes and invoicing clients on a timely basis
Key accounts handled: Ajmal Perfumes (a perfume brand with a vast portfolio of the finest fragrances available in the Middle East), VLCC Services (a premium brand providing scientific solutions for weight loss, beauty & skin treatments, laser and lifestyle care), VLCC Personal Care and ITL Cosmos (a highly reputable exclusive distributor of high-quality consumer electronics, cookware and avant-garde audio visual)
▪ Solely responsible for the execution of media plans for Ajmal Perfumes, Giordano, Dunlop, HDFC Bank, Super General Electronics, and IAS media (Sony TV) across the GCC countries
▪ Worked on the new product launch by Star Juices (Al Batha Group) - radio campaign, which included the radio script as well as the radio plan execution
▪ Creation and execution of various tactical-based print ads and print plans for ITL Cosmos ▪ Managed proofreading documents, creation of quotes and invoicing clients on timely basis
Worked on competitive reports based on thorough market research (both online and offline), which helped the agency win the Medcare account (a premium healthcare brand of hospitals and clinics across U.A.E) as well as brought about new services offered to the clients at VLCC services
Conceptualized and executed the ‘I’ve Lost it’ campaign for VLCC Services across the GCC countries, which is still successfully running across the brand’s digital platforms
Increased company sales in the last quarter by 100% with the ‘Win 5 Bentleys with Ajmal’ campaign
Assisted in the development of various marketing tools to reach the target audience, such as the leaflets, website, banners, as well as email marketing
▪ Worked on the creation of the company logo
▪ Undertook desk-based research such as cold calling and creation of database to support the business development head in identifying various sources of potential clients
▪ Liaised with the sales staff to equip them with the promotion materials used at real estate exhibitions
▪ Attended industry events in order to generate and identify business leads and keep abreast of future trends and development in the marketplace
▪ Communicated with various real estate builders, buyers and sellers globally through emails/ promotion letters and personal meetings to bring them forward for putting up projects in Kerala
▪ Created and analyzed reports on the competitive market scenario
Key accounts handled: McDonald’s, Damas Jewellery and Goodyear
▪ Monitored and maintained up-to-date reports regarding the competitors’ ongoing media campaigns for McDonald’s and Damas Jewellery
▪ Evaluated plans for McDonald’s and Damas using X-Plan software
▪ Worked on the pitch for acquiring new business - Goodyear
▪ Performed administrative duties including filing, follow-ups and meetings with the suppliers
Went beyond the scope of work and initiated the value-added collaterals such as the newsletter, competitive alerts and snap n' send, keeping the McDonald's management (across the GCC countries) up-to- date with the latest news and trends in the quick service restaurant industry locally and around the world.
Working on the 'Tastes of the World' campaign for McDonald's was one of the most fulfilling experiences. From the ideation to the execution of the campaign, it brought joy to witness the whole campaign come together and become successful by way of a boost in the first quarter sales by 100% across the GCC.
Key clients - L’oreal luxury brands, Vichy, Lancome,
Misaki.
Key clients : Sega Republic, The Dubai Mall, The Dubai Aquarium & Underwater Zoo.
Worked in the web and telemarketing department where the job role involved calling potential clients and marketing the space on the MOE website for advertising their brand as well as calling potential as well already existing clients to register with their online directory.