CRM ANALYST
Mohamed Hilal Group
Total years of experience :14 years, 9 Months
Major duties:
• Managing the company loyalty program (Oracle Customer Engagement): participated in implementation, check daily the entered data, train the sales managers and supervisors on best practices, manage all loyalty operations, work daily with finance department to track company’s liability.(10, 000 new members/month).
• Working closely with the CRM Director and Brands Managers to develop creative campaigns to enhance the customer lifecycle and encouraging customer retention.
• Perform data analysis and post-activity evaluations to deliver customer and database insights and make recommendations to the higher management.
• Identify different customers’ profiles to reduce attrition rate and improve retention, reactivation and targeted customer communications of loyalty program members.
• Optimization of CRM/marketing activities by defining market sectors and customer selection based on customer profiling and segmentation.
• Initiate and organize mini-surveys to collect deeper customer insights on CRM related topics.
• Managing the content of the company's website and mobile applications thru the Shopify & OpenCart CMS, in addition, write, edit and proofread new content while ensuring that all documents meet established content standards.
• Tracking and monitoring in ZOHO CRM Platform that every point of contact (incoming calls, emails, WhatsApp and social media) are answered in a timely manner and compliance with company’s policy and procedures and providing Weekly and monthly reports.
• Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
• Managing and creating all Retail and Marketing campaigns (Emails, SMS and Stores POS).
• Supervised the activities of the sales team to ensure compliance to sales plan by increase sales and achieve shops targets (handling 4 retail shops).
• Kept accurate sales record and prepared daily, weekly and monthly sales reports.
• Oversee the operations of sales support teams to ensure appropriate implementation of advertising and marketing strategies.
• Resolve customer complaints and provide clarification on product/service features.
• Ensure that staff performance is in tune with company’s standard and demands through constant counseling, monitoring and training program.
• Keep the operational standard of the company steadily high by ensuring that policies and procedures are initiated, coordinated, and implemented accordingly.
• Discerning ability that enables the foreseeing of possible future development that helps to determine current and reoccurring trends that will satisfy customer’s needs.
• Update knowledge by attending a professional training program and educational workshops.
• Maintain the inflow of merchandise from the warehouse and factory by ensuring ordering the shortage items, and also monitoring inventories.
• Oversee all facets of retail sales, enhancing customer shopping experience.
• Build relationships with customers and team. Proactively and effectively communicate product features and benefits, as well as promotional information.
• Responsible for all daily activities such as placing, signage, removing, unlocking, and securing the store, and opening and closing tills, while ensuring the opening and closing of the store is done appropriately.
• Integrate marketing and advertising strategies into daily operations and create floor displays to effectively enhance merchandise.
• Maintain knowledge of current promotions and policies regarding payment, exchanges and store security.
• Manage collection of all cash as per specified procedures.
• Manage inventory, ordering, purchasing and making sales reports.
• Assist the retail event, sales promotion and sales manager with any day to day administrative support as required.
Luxury Spanish Jewelry Brand since 1898 www.arte-madrid.eu:
• Work as part of an enthusiastic team within a commercial, sales driven and fast paced fashion retail environment. Responsible for driving sales, ensuring good customer service, fostering relationships, and checking the smooth running of the shop floor.
• Greet customers & continue a level of conversation during their store visit
• Take decisive action to improve the branch performance.
• Use market & customer information to assist in the promotional plans.
• Deal with all customer complaints in a professional and courteous manner
• Cooperate with other staff in achieving the monthly goals and sales targets.
• Attend and represent the business at trade shows and external events.
• Maintain superb visual standards within the store.
• Promote specific lines under the guidance of management.
• Unpack and check all new stock deliveries.
• Take in-charge of the showroom in absence of the Senior Manager.
* Act as liaison between production, reservation, operation and transportation departments.
* Make periodic visits to restaurants and hotels to check the quality of services as agreed.
* Prepare and validate the readiness and timings of each department involved in each trip like transportation, ticketing, hotels and tour guides to avoid any issue that may happen.
* Generate the daily trip status report from the tour guide to confirm the customers’ satisfaction and solve any complaint that may arise during the trip.
* Compiled new tourism destinations plans, and partnered with new tour operators worldwide.
* Coordinated between our clients and partners.
* Prepared tailor-made packages that would suit clients’ requirement, then sold them.
* Make hotel reservation for FIT & groups either directly or using the hotel booking sites.
* Established communication channels with our customers by sending them greetings on occasions, and updating them with our new offers through the newsletter.
• Assist with planning and implementation of Conference Assistant orientation week.
• Assist with conference assistant schedules (duty, desk and check-in/out shifts).
• Actively participate in weekly staff meetings.
• Keep abreast of conference activities in all halls.
• Provide on-site support for Conference Assistants working in functional areas (desk, check-in/out stations, dining services, facilities, etc.).
• Play a crucial part in promotional campaigns by dispensing the highest standards of customer service, and getting behind key offers and promotions in-store. Help customers in discovering the range of products offered and respond to every customers' needs and requests.
• Smile, greet and make eye contact with every customer entering the store.
• Understand their needs and requirements and advise accordingly.
• Merchandise and make attractive stock displays so as to entice customers to walk in.
• Handle any customer grievances gracefully & tactfully.
• Achieve all sales targets & objectives in line with the Business Plan.
• Keep the store uncluttered and in a impeccable condition at all times.
Higher National Diploma in Marketing & Tourism Management from Edexcel International Qualifications Academy
Technical Diploma in Travel and Tourism Sciences from HPITS Ministry of Tourism Syria
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