National Customers Experience & CRM Manager
Al Ghassan Motors
Total des années d'expérience :24 years, 10 Mois
Internal promotion within the company to create, develop and manage a new CEM & CRM department, this was due to the high importance of the brand standards implemented by our manufacturer partners. I started with recruiting a team of experienced call center ladies and then creating the process and policies based on the manufacturer requirements. In just 12 months I have taken the Bentley CEM score from 75% to 94%, this success led me to control of the Lamborghini CEM in addition to Bentley. On a daily basis I make sure that the sales managers and after sales managers do their best to meet customer needs by coaching, making recommendations on how to resolve customer issues, troubleshooting problems and personally answering complaints.
Sole responsibility for marketing Bentley, Lamborghini & McLaren in KSA & Bahrain reporting directly to the Marketing Director, promoting all three brands and introducing them to fresh target audiences. Successful events at Reem Race Circuit in Riyadh and the Bahrain International Circuit created additional sales, all leads generated were closely monitored and progressed by myself working directly with the sales teams.
I also took control of new model launches and new showroom openings across KSA & Bahrain.
Building the local face of the brand, in line with the global and national strategies and priorities, create marketing innovation encompassing local needs and specification that complement the national strategy, impacting local consumers and thus the successful development of the business.
Drive concepts and execution innovation and invent new projects that will contribute to unique stories in Saudi and let Al Reem further be perceived as the outrider in the field in this sport. Responsible for selected local projects and other international relevant concepts in the area of Motorsports.
Responsible of arranging every detail involved in preparing for the local football leagues and National football team events, coordinate with the teams to guarantee that every aspect of each event is under control. Marketing & ticket sales, setting concession items and delegating preparation tasks to the team members.
Oversee and plan all of an event’s aspect from the time that the initial idea was conceived to the event’s last, most minute detail. Travel frequently and meeting with relevant staff of the organization and discuss the event in detail, suggest creative possibilities such as themes and ideas and managing all the related staff. Present the event’s budget and stick to it, adhere to a timeline and frequent communication with members.
The objectives to meet and exceed sales target of assigned areas by promoting and selling luxury accessories & consumables through professional sales techniques, product service, and long term customer relationships.