Experience

Transcom Digital

• Bangladesh
• Retail
• 1 - 100 Employee

• AGM CRM & Omnichannel

  • Jan 2021 - Present

  Job Responsibility ++:-Meet the yearly topline & bottom-line targets-Revamp the Web, App & Backend platform-Introduce 360 integrated loyalty across all channels-Integration across all channels i.e: Offline Outlets, Call Centre, Chatbot, Social Media, Sales Targets, Incentives.-Enhanced complaint management system & aftersales through web and app-Multi channel logistics integration & automation to achieve unified customer experience.

• Senior Manager Ecommerce

  • Jan 2018 - Dec 2020

  Sales/Marketing:• Define long and short-term eCommerce & Omnichannel operational roadmap to ensure seamless purchase experience to achive yearly sales targets.• Manage & Collaborate partnerships with corporates and online partners to achive numbers.• Analysing trends and continually providing feedback ensuring product, product mix, product offer and stocks are in accordance with demands & targets.• Collaborate and work closely with the Product & Marcomm team to enrich Omni brand presence and better customer experiences through virtual product portfolios, virtual tours etc. • Oversee digital marketing, including SEO/SEM, marketing database, email, social media and display advertising campaigns in line with omni strategy.Customer:• Own & Manage overall digital service i.e: customer contact centre, live chat, social media query, chat-bot, email, customer complaint & upsells over the phone.• Enhance and align the Omni Channel experience, by offering standard customer service and product knowledge across all e-tail channels; including CRM activity and after-sales experiences.• Develop and execute new initiatives to drive footfall/conversion rates per channel via customer engagement, acquisition and retention.• Lead and develop Omni Channel in store/e-store experience ensuring cohesive overall presentation & customer experiences. Operations:• Deliver a consistent Omni Channel operations strategy, with a standard of operational delivery, ensuring all company policies, systems and procedures are met across all channels• Accountable for omni operation guidelines being executed: store pick, delivery from stores or through own logistics/3P logistics, cash collection and over all control procedures, inventory management etcTechnical:• Own End to end web technical & CMS management • Own the Integration with partners and regular development based on omni strategy.• Define web and app developments strategy and manage through inhouse & 3rd party. Show less

• Ecommerce Manager

  • Jul 2016 - Dec 2017

  • Managing the inbound, outbound call centre, Online chat services, Tele-sales, digital marketing and fulfilment team.• Managing an in-house and outsourced web development team.• Oversee and execute on the content collection, do periodic QC with the factory, supply chain and content population in Content Management Systems.• Oversee the e-Commerce operations strategy and work with retail stores to deliver a fulfilment solution that supports the Omnichannel growth of Transcom Electronics. Ensure the warehouses deliver against defined KPIs to meet the customer promise.• Manage the Omnichannel services strategy and support the rollout and stabilization of services • Manage multiple MFS & automated business processes, to ensure orders are approved/rejected in a timely manner• Define, develop and implement the standards, processes and systems needed to deliver a promising buying experience. • Assist in defining strategies to reduce returns rates and customer contacts per order• Focus on CRM to understand who our VIP customers are, and tailor a suite of a special offer to cater their needs• Work closely with the aftersales team to better streamline our existing processes and execute a truly Omnichannel way of working• Ensure monthly reporting is delivered on time including sales, cancellations, return reason codes etc• Manage E-Commerce volume forecasts (fulfilment and customer contacts) on a national scale• Manage, nurture and develop relationships with all external partners• Manage additional special projects and developments of the retail channel Show less



bti- building technology and ideas ltd.

• Ecommerce Manager

  • Aug 2015 - Jun 2016

  • Own and drive successful execution and delivery of eCommerce project solution implementation. • Influence leadership within the business areas to create and maintain alignment around the project business objectives, measurable benefits, success criteria, scope, and constraints impacting project delivery. • Resolve project conflicts and competing priorities. • Communicate state of the project to executive leadership. • Drive project execution and delivery according to business needs and requirements. • Provide eCommerce functionality expertise during project planning, development and production-support. • Review eCommerce platform and architecture to recommend effective options for implementing business functionality. • Collaborate with business owners and stakeholders to lead eCommerce requirements gathering and analysis. • Assess project health and direct any necessary corrective measures. Creatively apply project management processes to address unique situations. Assess project status and direct corrective measures to ensure project success. • Effectively manage multiple 3P channels. • Create project plans detailing project schedule, resource/budget estimates, quality requirements and metrics, and organizational change management activities. Establish project roles and responsibilities and provide team members with clear direction. • Define and document project work breakdowns, monitor task, status, update work estimates and incorporate new tasks into plan as needed. • Direct daily activities and efficiently manage a project team of business and development resources. • Evaluate and manage project change impacts. • Perform other duties as assigned or apparent. Show less



Bata Bangladesh Ltd.

• 1 - 100 Employee

• Ecommerce Manager, Retail

  • Feb 2015 - Jul 2015

  • Communicate state of the project to executive leadership. • Drive project execution and delivery according to business needs and requirements. • Provide eCommerce functionality expertise during project planning, development and production-support. • Review eCommerce platform and architecture to recommend effective options for implementing business functionality. • Communicate state of the project to executive leadership. • Drive project execution and delivery according to business needs and requirements. • Provide eCommerce functionality expertise during project planning, development and production-support. • Review eCommerce platform and architecture to recommend effective options for implementing business functionality.



Shohoj Limited (www.shohoz.com)

• Sr. Manager, Sales

  • May 2013 - Jan 2015

  •meeting and exceeding set sales quotas while adhering to Shohoz's sales guidelines •recruiting and closing Resale Partners (CRPs) •understanding customers' diverse, specific business needs and applying product knowledge to meet those needs; •ensuring quality of service by developing a thorough and detailed knowledge of technical •specifications and other features of systems and processes •identifying and developing new business through networking and courtesy and follow-up calls; •cold-calling in order to create interest in products and services and generate new business leads and arrange meetings; •identifying opportunities for further sales and new areas for development through detailed research of the specific industry or market; •preparing and delivering customer presentations and demonstrations of the software, articulately and confidently; •marketing and promoting a portfolio of products by writing and designing sales literature and through attending industry events; •developing effective sales plans utilizing sales methodology; •providing technical advice to customers on all aspects of the installation and use of Proview, both before and after the sale; •advising on Preview features and how they can be applied to assist clients in improving their profitability in a variety of contexts, such as staffing, marketing or other areas; •meeting sales targets set by management and contributing to team targets; •networking with existing customers in order to maintain links and promote additional products and upgrades; •providing support to customers, often on a helpline, offering clear advice and solutions wherever possible; •handling hardware or software problems and faults and referring on to specialist technical colleagues; •managing our own diary in order to organize and prioritize daily and weekly goals; •demonstrates a true passion for customer service by proactively seeking ways to delight clients and going above and beyond. Show less



Augere Wireless Broarband BD Ltd

• Manager, Service Experience

  • Oct 2010 - Nov 2012

  Principal responsibilities:-Lead and Heading the concept of demonstrate WiMAX solution, Acquire potentials & Nationwide Presence of Qubee Brand with an exposure of service excellence throughout Qubee own and franchise stores; to increase internet market penetration.-Prepare and implement Centre Business Strategy in line with company objectives.-Put in place proper SLA, KPI and procedures-Implement a Market Competitive Service Structure, PMS -Establish the brand – pioneer in the market for one stop solution from all own and franchise touch points.Key successes (as a team):The Qubee Store Function has been formed from me, the only member, to a team of 55+; 21 franchise and 04 own touch points within 1 year. Within 6 months the department now comprises of all the processes that are required to run as a business solution centre as a whole. Nationwide company own & franchise brand presence, sales, collection & service channels have been formed throughout 25 touch points.--Monthly revenue collection contribution Avg 58% out of 5 payment channels-Significant Sales growth from own & franchise store till day.-10/6 Business Center with average standard service level 98% on First Visit Resolution -32 business processes introduced to chase face to face potentials & existing sub-base. -Consistence on C.Sat upto -90% from targeted for Q1 and Q2 of 2012. Show less

• Telesales Manager

  • Sep 2009 - Oct 2010

  Principal responsibilities:-Lead and heading to new acquisition of WiMAX solutions, Create Qubee Brand value with an exposure of new technology, cost-effective, ease of access & reliability to increase internet market penetration.Key successes (as a team):Joined as a Sales Manager and developed a new channel named High Value then directed to heading Own Retail Sales throughout country commercial areas. -5,300+ subs acquired; which was 26% of entire company sub base.-Got the oppurtunity to meet with Group Chairman for leading best performing channel in 2009.-Received best channel complement in 2010 from CEO & CSO for Highest Revenue & cost effective channel (ARPU$ 25, Cost/Sale-$20)-Active base maintained 87%+-Cut back 12.7% Cost/Sale at the end of year-2010 Show less



Orascom Telecom (banglalink)

• Telesales Project Manager

  • Feb 2008 - Jun 2009

  Principal responsibilities: -Lead and manage a sales team throughout all divisional towns in bangladesh.-Form outbound Team to offer and acquire High Value User (HVU) from other operators.-Drive for up sell program to existing sub base to reach a significant revenue growth Key successes (as a team):-Derived to rollout a special project of CCO named “Tele-Sales”. After a successful rollout throughout country; it has been certified a best revenue generating channel among individual user segment. -Heading Telesales Team (team of 48+) 30% Revenue growth in 1 year from HVU segment -Minimize Churn rate to below 3% end of year.-Increase call to sales conversion rate from 2% to 15% Show less

• Enterprise Relationship Manager

  • Feb 2007 - Jan 2008

  Principal responsibilities: -Lead and manage a relationship team for Dhaka Central, Khulna & Rajshahi Divisions.-Ensure personalized services when and whatever related to business corporate & SME requirements. -Revenue growth of existing corporate revenue market share & on time collections from business & HV segment-Effective complain resolutions within TAT-Business development and corporate relationship management of Dhaka-central, Rajshahi and Khulna divisions.Key successes (as a team):Joined as Executive; developed teams namely Enterprise Relationship Management.-Average service level maintained 90% -Complaint Resolution of corporate & high value SLA came down from 24 to 1 hours.-SLA of second level support from 2 hours to 30 minutes-20% follow up call reduction thru First Visit Resolution of RM.-Average Quality Assurance Score maintained up to 90% -Minimize and control shrinkage of yearly budget up to 5% Show less



Grameenphone Ltd

• Bangladesh
• Telecommunications
• 700 & Above Employee

• Corporate Relationship Manager

  • Mar 2005 - Feb 2007

  Principal responsibilities: -Maintain a worthy relationship with all corporate clients and strategic customers for future business growth. -Increase business potentiality within respective area, organizations -Cater exclusive service to subscribers of Business Segment through proactive approaches -Stratagem for process simplification in Business Segment according to company focuses “make it easy” Key successes: Joined as officer; worked with different operational teams i.e. Corporate Service, Front Desk Service, Quality Assurance, Credit & Collection and Demographic management to learn basic of corporate business segments. Show less


RnR Holdings Ltd
• Business Associate

  • Mar 2004 - Feb 2005