Manager - Planning & Customer Services
ARASCO
Total years of experience :4 years, 5 Months
Promoted to lead a team of 10 employees in daily interactions with clients. Develop a strategy for Customer Services Dept. and manage the execution of this strategy (being a customer-focused department). Draw up and implement marketing plan designed to increase share of wallet form exiting clients and attain new customers. Conduct market research and make analysis. Lead and guide top performing team in support of business goals and objectives. In addition to managing CS Dept., design and implement the Balanced Scorecard system across the company. Assist management to develop the strategy map and departments with the development of their strategy management processes and initiatives. Coordinate and control a quarterly BSC performance reviews and support the review follow-up actions. Maintain communication with management, internal departments, customers and vendors to assure the overall department activities in accordance with business objectives.
Significant Contributions:
Established Customer Service department from scratch and then Implemented training courses and provided couching and orientation to new recruits.
Applied segmentation: by conducting market segment study, resulting in dividing the market into a number of well-defined categories which help the company to determine the targets.
Involved in designing the company’s website and developing the literature of it.
Contributed to qualifying the lab for ISO 17025 accreditation through establishing and executing SOPs and conducting several audits.
Increased sales form Platinum Clients category through 1- excelling in account management 2- building strong partnership with big clients by signing SLAs 3- Launching new services e.g. Sample Transportation service.
Instrumental in growing new-segment revenue (Food Retailers) from zero to around SR. 2, 000, 000 within 6 months. This was accomplished by educating and raising awareness of the targeted segment about the value-added services the company are provided.
Contributed in the increase of the market share by offering new value-added services e.g. technical support, sample transportation, statistical reports and result interpretation.
Contributed in 2012 sales growth (37%) by achieving targets and aligning the department performance with the organization strategy.
Initiated and executed the idea of applying CRM software in CS Dept. which assists in responding faster to clients and providing the needed support. After then, the CRM was used throughout the firm by Sales & and Marketing and Operations departments.
Repositioned the company by creating new identity and rebranding the company services.
Collected, analyzed and reported weekly/monthly sales and service statistics to top management which helped in making critical decisions.
Demonstrated ability to manage cash collection and bring down the receivable days from 90-160 days to an average of only 41 days.
Built and launched new service (Sample Transportation) which runs and covers three reigns in KSA (Riyadh, Jeddah and Eastern Province)
The launch Sample transportation service increased sales from some platinum clients by 31% average.
Performed a full range of marketing functions, including direct selling, conducting negotiations and relationship building. Provided consultancy to owners.
Significant Contributions:
Contributed to the process of developing properties by gathering and providing concerned people with customer requirements and feedback.
Successfully contributed to sales increase by participating in selling parcels of land to big companies which were willing to expand their branches in the reign.
Helped to generate very high profit margin 250%. This is by convincing the owners to sell some parcels located in the main highway to big companies (e.g. Extra stores, NCB, Alrajhi Bank, Alkalej hoteling Co. and some restaurant chains) before selling to individuals. The aim was to make all essential services available and make the location more attractive.
Conducted almost 50 visits, in three months, to large companies and banks in KSA to market the parcels.
Essential duties include:
Following all relevant government procedures so that work is carried out in controlled and consistent manner.
Liaising with relevant government bodies efficiently in order to ensure expediting of formalities and document processing.
Acting as a liaison with government agencies to ensure that the company affairs are handled expediently and that good relationship is maintained / built.
Ensuring on-going compliance with all Saudi government regulations.