Senior CRM, CVM & Contact Centre Manager for Majid Al Futtaim
Wipro Technologies Ltd.
Total years of experience :15 years, 0 Months
• Directed the end-to-end CRM system migration from SAP to Braze, enhancing customer segmentation capabilities and increasing email marketing campaign performance by 40%.
• Enforced a comprehensive data quality improvement initiative, achieving over 40% reduction in data errors and a 50% increase in data completeness metrics, enhancing overall customer experience and operational efficiency.
• Orchestrated best-in-class product operations, defining governance structures, roadmaps, and support processes for CRM programs like Dialogue (CRM - Braze), OneView (CRM - SAP Hybris), CVM (Exsell), and DLA (Internal Audience Segmentation Tool).
• Strengthened and accelerated the efficiency of the MAF Contact Centre by 30% via addressing data quality and product issues with SAP Hybris and Genesys.
• Developed and executed a robust CRM/CVM strategy, leveraging Agile methodologies to enhance market responsiveness, increasing customer retention by 15% and lifetime value by 40%.
• Surpassed KPI stretch targets by 30%, addressing critical data and product issues.
• Optimized Contact Centre operation, leading to revamped service levels up to 60% and upgraded response times.
• Administered cross-functional teams and business units, driving CRM system enhancements and executing 25% more targeted marketing campaigns.
• Collaborated with UX/UI teams to design intuitive product interfaces, enhancing user satisfaction and engagement by 75%.
• Implemented CRM integration techniques, improving customer data analysis and segmentation, and restructured training programs boosting team productivity by 50%.
• Initiated organizational transformation, fostering partnership and collaboration across teams, and delivering well-defined features aligning with team goals and delivery timelines.
• Performed quality assurance tests before deploying changes into the production environment improving go-live product quality by 90%.
• Achieved a 70% boost in online visibility by utilizing ORM, Webmaster, and SEO analytics tools that delivered a 50% increase in high-quality online leads.
• Secured Page 1 Google rankings by executing content marketing strategies and expanding social media reach.
• Orchestrated the consolidation of 10+ ad traffic sources and campaigns, leveraging advanced web analytics tools to optimize ROI and drive a significant increase in click-through rates.
• Revitalized brand messaging, integrated marketing campaigns, and cultivated robust client and partner relationships.
• Designed & established the brand as a leading exhibition in an unfamiliar market in less than 3 months by vigorously driving online and ofline marketing campaigns.
• Supervised and mentored a marketing team of 11 executives in developing and executing new concepts, business models, channels, and alliances to achieve the organizational goals and ensure timely implementation of online and ofline marketing strategies.
• Initiated and coordinated advertising campaigns and promotional activities with media and third-party vendors.
• Revamped content for diverse online and ofline platforms for better product penetration into the defined market through media planning and media buying.
• Operated and established the marketing department and headed the marketing department in alliance with the senior management for over 20 projects annually.
• Led a team of 12 marketing executives to implement a comprehensive marketing strategy, resulting in a 30% revenue growth, a 25% increase in customer lifetime value, and a 20% expansion in market reach.
• Streamlined the organizations online marketing campaign along with CMS strategy and built/administered content.
Contributed a total revenue of over USD 1, 140, 000+ in 3 years
Awarded Best Marketer 2014 for generating revenue of over USD 525, 000
Secured the Highest Revenue Earning Marketer 2013 Award for generating overall revenue over USD 515, 000
Recognized and awarded as the Highest Online Registration Revenue Earning Marketer 2013
Generated online leads for projects that were awarded best conferences in Transport 2013 & 2014, Oil & Gas in 2013, IT in 2012
Major Roles & Responsibilities
Managed multiple projects, mentored junior marketers, and evaluated their performance
Implemented online marketing initiatives, campaigns, and strategies to promote products and brand names to potential customers
Generated report on detailed response analysis on website performance and online marketing activities
Analyzed various marketing tools, services, and channels through lead conversion & web/ campaign analysis. Translated performance data into actionable insights for strategic and tactical planning
Coordinated with the project team and all media to ensure the most effective messaging and positioning of the organization and collaborate with sales and sourcing to develop strategic partnership activities
Explored a variety of local publications, online portals, and other data sources and extracted and forwarded relevant data for research
Evaluated and monitored the performance of products on the market
• Influenced approx. 60% of total revenue towards the organizations growth.
• Cataloged a series of industry-specific workshops and networking events, engaging 100+ clients and colleagues; enhanced industry knowledge sharing, resulting in a 30% increase in client satisfaction scores.
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