Regional CRM Manager
Universal Motors Agencies - GM Vehicle Distributor
مجموع سنوات الخبرة :18 years, 10 أشهر
Support & drive automotive sales through digital channels with special focus on Customer Loyalty. Responsible for planning, implementation, execution and monitoring of sales campaign though digital channels.
• Designed & developed data mart to consolidate a decade of sales data.
• Performed Customer Segmentation, Car line segmentation & Customer profiling exercise to help in knowing the customer better
• Conducted Market research to gain knowledge of the Customer Demand
• Using Google Analytics monitors, tracks & analyzing BTL Campaigns performance
As key member of core Siebel CRM project management team responsible to coordinate with vendors, Bank's business and IT team for conducting Requirement gathering workshops, functional and technical design, UAT planning and execution, production deployment and cut-over.
As Business Administrator CRM my responsibilities included enhancements of existing workflows, menus, views, applications to achieve business objectives. I was also coordinating with business users for design and implementation of value added MIS. I also managed change request process, analyzing the feasibility of the request and prioritizing it before sending to vendor for technical scrutiny. Manage the process of enhancing existing systems and proposing efficient technical and commercial solutions. I was also responsible for providing technical and knowledge support to the end users.
Responsibility included understanding new requirements, analyze the problem, suggest the solution, implement the changes, develop BI analytics (Reports, Cube & Dashboard) and validating these analytics. I have also been actively involved in the design and development of CRM channel for call center.
• Analyzed, Designed & developed single view of bank's customers.
• Re-engineered incentive model for Islamic Banking.
•Analyzed spend trends and developed sales campaigns to be pitched through call center channel.
•Developed cubes for Operations, Alternated Distribution & eBanking, Liabilities & Asset marketing enabling users to perform various analytics like Cross sell, Customer Retention & Segmentation
Part of project management team for the automation of complaint and request process. My role involved business requirement gathering, analyzing these requirements and translating it into technical requirement for vendors. I served as the interface between business, IT and Vendors for the implementation of complaint and request systems. Also conducted user training workshops and user acceptance testing
•Individually automated the calculation of Key Performance Indicators (KPIs).
•Designed and developed Executive dashboards based on KPIs for the higher management.
Software Development for comprehensive software solution for pharma industry. Responsible for Business Analysis, Software Analysis, Design & Database Development. Also responsible for providing support to already deployed software.