Head of Customer Experience and Partnerships

• Jun 2020 - Present

Head Of Customer Experience

• Jul 2020 - Present

• Align with short-term and long-term strategic priorities to enhance customer experience & management of clients within the assigned portfolio of clients.• Lead cross-functional work in conjunction with different teams in Craft Silicon to achieve customer experience goals.• Transactional revenue generation, upselling & cross - selling for clients within the portfolio assigned.• Execute a roadmap for growth in revenue and customer satisfaction across each client.• Execute strategies and tactics to address customer pain points and customer experience gaps for each client.• Be a point of escalation for clients, and manage escalations internally as per the management structure to ensure client satisfaction.• Represent the voice of the customer within Craft Silicon, and ensure standards & policies set within the company are followed across each client.• Develop policies, procedures and business processes and structures that drive a culture of consistency, dependability, and reliability in customer experience department.• Service excellence: Know company clients and ensure we provide an excellent experience: At all times• Voice clients by maintaining strong direct connection to what is happening everyday with our clients and their questions/issues.• Relationship management with each tier of clients with the objective of retaining and growing spend.• Provide leadership in resolution of complex and high-priority service issues, as escalated from theteam, to effectively ensure prompt and accurate resolution and client satisfaction.• Clients auditing and other quality assurance methods to ensure that the team meets or exceeds all accuracy, SLA, and quality metrics and standards.• Provide leadership and coaching for direct reports by modeling appropriate leadership techniques.• Monitor business and process metrics to measure and manage customer service effectiveness. Show less

Customer Experience & Senior Account Manager

• Nov 2016 - Jul 2020

1. Improving income generated from the company’s products through analyzing current usage trends.2. Implementing strategy to continuously achieve targets set3. Running continuous market research and analyzing market trends to bring ideas for innovative channels solutions under Mobile Channel Solutions4. Devising comparative analytics on performance of the company’s products in different markets to gauge and develop strategy for improving usage of products + services 5. Implementing processes for bringing ideas to a market to ensure sufficient testing and product review is conducted before market launch6. Developing incentives for customers to increase usage on products through analyzing customer behavior and giving offers, discounts and other incentives based on trends and usage6. Business Development Activities - Cold calling - lead generation - Proposal Writings7. Playing an integral role in new business pitches and hold responsibility for the effective on-boarding of new clients.8. Responsible for the development and achievement of sales through the direct sales channel.9. Focusing on growing and developing existing clients, together with generating new business.Write business plans for all current and opportunity tender business.10. Act as the key interface between the customer and all relevant divisions.11. Lead a team of 3 junior Relationship Managers Show less

Key Account Manager

• Nov 2016 - Nov 2016

• Align with short-term and long-term strategic priorities to enhance customer experience & management of clients within the assigned portfolio of ELMA clients.• Lead cross-functional work in conjunction with different teams in Craft Silicon to achieve customer experience goals. • Be accountable and responsible for transactional revenue generation, upselling & cross - selling for clients within the portfolio assigned. • Execute a roadmap for growth in revenue and customer satisfaction across each client. • Execute strategies and tactics to address customer painpoints and customer experience gaps for each client. • Be a point of escalation for clients, and manage escalations internally as per the management structure to ensure client satisfaction. • Represent the voice of the customer within Craft Silicon, and ensure standards & policies set within the company are followed across each client. Show less

Branding and Communication Lead

• Jun 2015 - Oct 2016

Plan marketing and branding objectives.  Analyse market trends and recommend changes to marketing and business development strategies based on analysis and feedback.  Oversee creation and delivery of advertisements, and other marketing materials.  Design print ads and publications.  Ensure brand messages are consistent.  Nurture and enrich all external perceptions of the company and growth of market share.  Engage consumers on social media.  Lead all areas of content generation and production across all media platform Show less