Customer Success Manager/ Account Manager
UrbanBuz
Total years of experience :13 years, 4 Months
• Manages successful loyalty/CRM programs of clients in F&B, Retail and Wellness sectors such as:
o Oshkosh B’gosh, Il Gufo, Courcelles (Ghobash Group)
o The Nail Spa
o DDE Group (Rage, Ride Bike Shop, Liv & Captiv8)
o Azadea Group
• Supervises and manages the customer success and marketing team.
• Presents the client with relevant customer insights and data analytics and formulates marketing strategies to achieve higher customer engagement based on the data.
• Serves as a trusted loyalty consultant while guiding them in achieving the most out of their CRM programs in terms of customer retention, footfall and revenue.
• Sets KPI’s for retail/service staff while conducting regular training sessions with the management and staff.
• Creates and monitors content for digital communication; emails, SMS marketing and social media campaigns. Provides customers with reports such CTR (Click through rate), Open/bounce rate etc.
• Assists with the planning and organization of the company participation in conferences, awards and exhibitions such as the RetailME, SME Awards and Forbes ME awards.
• Identify and grow opportunities within the territory and collaborate with sales teams to ensure growth attainment.
• Initiated and drove the disability vehicles division of the company successfully.
• Engaged in extensive market research while continuously devising plans to tap wider markets and audiences.
• Supervised re-design of company collateral such as business cards, presentations, newsletters and brochures and managing the company’s online presence.
• Managing international client relationships primarily in the Middle East and Africa and negotiating deals/partnerships of over AED 1 Million.
• Managing logistics and delivery schedules to ensure timely delivery of goods.
• Conducting monthly sales analysis and sales forecasts.
• Advised and proposed strategic plans and solutions to Global VP on potential partnerships, competitors, products and marketing campaigns.
• Brainstormed with creative, marketing and business heads for the development of products, effective pricing and potential retailers.
• Coordinated between licensees such as HASBRO, Moose Mountain, Kurt Adler, PTI Group and the creative department on product submissions for North America and Canada.
• Detailed involvement at every stage of product design; concept, preproduction and production to ensure products and consumer messaging is in line with the Sesame Street voice and brand.
• Research and article writing for the web, newspaper and NYO publications. (Available on request)
• Assisted with extensive research, fact checking and proof reading of articles.
• Worked closely with the design team in the execution of creative layouts and designs keeping in mind the voice and style of the publication
Coordinated between the Manhattan and Old Westbury campuses on events, plans and strategies.
Created content and managed the official NYIT website, Twitter and Facebook pages.
Managed Non- profit accounts such as The American Cancer Society, New York Cares and the YMCA while directly supervising all events (from setup to breakdown) and fundraising needs.
Spearheaded the Battle of the Bands, a successful fundraiser for the non-profit organization, Manhattan New Music Project
Organized fundraisers raising 50% of what was previously raised while collaborating with top sponsors, speakers and artists
-Received an Award and certificate for Student Leadership and Service and Best Event of the year. -Created brand names, logos, ads, posters, and promotional material for various projects. -Spearheaded the Battle of the Bands, a successful fundraiser for the nonprofit organization, Manhattan New Music Project
Created a brands, logos and creatives as a part of various marketing and advertising projects. Spearheaded and coordinated various events.