Experience

• 

  AKHTAR Group

  • Bangladesh
  • Furniture and Home Furnishings Manufacturing
  • 100 - 200 Employee

  • Lead, CRM l Brand Communication l Digital Marketing Strategy

    • Jan 2024 - Present

    • Strategic Planning: Develop and execute integrated CRM, brand communication, and digital marketing strategies.• CRM Management: Lead the development and implementation of CRM initiatives, including customer segmentation, lifecycle management, and personalized communication strategies.• Brand Communication: Oversee the development of brand messaging, positioning, and communication strategies across various channels and touchpoints.• Digital Marketing Strategy: Drive the development of comprehensive digital marketing strategies encompassing SEO, e-commerce, social media, email marketing, and content marketing.• Customer Experience Enhancement: Collaborate with cross-functional teams to enhance the overall customer experience through personalized communication, seamless interactions, and value-added services.• Data Analysis and Insights: Analyze customer data, market trends, and digital marketing metrics to optimize marketing campaigns and identify growth opportunities.• Technology and Tools Integration: Evaluate and implement CRM platforms, marketing automation tools, and digital analytics solutions.• Content Strategy and Development: Lead the development of compelling and relevant content tailored to various digital channels and audience segments.• Performance Monitoring and Optimization: Monitor key performance indicators (KPIs) related to CRM, brand communication, and digital marketing efforts.• Team Leadership and Development: Provide leadership, guidance, and mentorship to the CRM, brand communication, and digital marketing teams.• Partnership and Collaboration: Establish and maintain partnerships with external agencies, vendors, and digital platforms.• Compliance and Risk Management: Ensure compliance with relevant regulations, privacy policies, and industry best practices.

  • Manager, Customer Relationship Management

    • Mar 2022 - Present

    Major Role & Responsibilities: • Being responsible for increasing customer relationships and commercial leads and reporting to the Managing Director.• Develop and supervision CRM software (customized) to manage customer relationships in a structured manner.• Create customer journey automation, testing, and optimization were performed together with CRM System setup, data migration, 5 digit short code acquisition from BTRC and integration to CRM System.• Managing the day-to-day operations of the call center, which includes locating equipment, efficiently allocating resources, and putting call center strategy and operations into place.• Created and put into practice relational tactics to boost client loyalty.• Create a CRM strategy and plans based on consumer and competitive information, market development, and growth patterns.• Launch, create, and put into action a segment strategy and CRM plan to draw in and keep customers and boost the value of current ones.• Assesses the best data architecture to be implemented, identifies components, and is aware of the most important technical requirements• Increase the productivity of direct sales and support services by defining and implementing a plan for the integration and automation of sales and service processes for corporate clients.• Establish and enhance data flows between the CRM application and other systems.• Oversee the daily operations of the customer service representatives who provide technical assistance to the customers.• Creating and implementing action plans to address the deficiencies in collaboration with the sales department, factory, and distribution channel.• Pays attention to recordings of customer service personnel in action and uses the recordings to improve training or make necessary corrections.• Provides CRM representatives with training on new offerings for products and services as well as specific sales and promotions.

• 

  NADIA FURNITURE LTD.

  • 62, East Hazipara, DIT Road Malibag,Dhaka-1219

  • Manager Customer Relationship Management

    • Dec 2016 - Jul 2022
    • 62, East Hazipara, DIT Road Malibag,Dhaka-1219

     Develop & Supervision a CRM Software (customize) to function customer service systematically. Managing the daily running of the Call Centre, including sourcing equipment, effective resource planning and implementing call center strategies and operations. Monitoring Tele sales, Online sales & Email Marketing. Analysing the customer service database, statistics or other data to improve the level of customer satisfaction. Solved all the major and escalated customers complain that the subordinates were not able to solve earlier. Created Standard Operating Process (SOP) & Systematic Process to measure customer requirements and enhanced the customer satisfaction measurement process. The Major obligation to Manage Customer Relationship. The main accountability is made satisfy the most annoyed customer by effective After-Sales Service. Monitoring customer satisfaction, Promoting the company's products and services, Training customer service representatives & improving customer service policy in Coordination with HR. Phone calls to customer for satisfaction feedback & survey. Evaluate customer service goals on monthly basis CSL information and recommendation to management for next plans and assessment. Oversee the daily activities of Customer Service representatives who provided technical support to the customers. Preparing and completing action plans in coordination with Sales department, factory & distribution channel to resolve the lacking Communicating courteously with customers by telephone, email, letter and face to face.

• 

  Otobi Furniture Ltd.

  • Plot-12, Block-CWS (C) Gulshan South Avenue, Gulshan 1,Dhaka-1212

  • Asstt. Manager, Customer Relationship Management

    • Aug 2007 - Nov 2016
    • Plot-12, Block-CWS (C) Gulshan South Avenue, Gulshan 1,Dhaka-1212

    Major Responsibilities:-Evaluate customer service goals on weekly basis CSL information and recommendation to management for next plans and assessment; Preparing and completing action plans in coordination with Sales department, factory & distribution channel to resolution the lacking.-Monitoring System Related activities generated by SAP (Systems Applications and Products in data processing) Specially SD & FI Modules.-Oversee the daily activities of customer service representatives who provided technical support to the customers.- Analyzing the customer service database, statistics or other data to improve the level of customer satisfaction.- Solved all the major and escalated customers’ complain that the subordinates were not able to solve earlier.- Communicating courteously with customers by telephone, email, letter and face to face.-Learning about organization’s products or services and keeping up to date with changes.- Meeting with other managers to discuss possible improvements to customer.- Keeping accurate records of discussions or correspondence with customers.-Liaising with other internal departments such as sales and distribution- Developing feedback or complaints procedures for customers to use.- Improving customer service procedures, policies and standards.-Training staff to provide on spot solutions by the prompt services.

• 

  Ahmed Amin Group

  • House - 25, Road - 34, Gulshan - 2, Dhaka - 1212. Bangladesh.

  • Executive Customer Care , Career Overseas Consultend Ltd

    • May 2004 - Jul 2007
    • House - 25, Road - 34, Gulshan - 2, Dhaka - 1212. Bangladesh.

    1.Correspondence with the foreign client regularly as per their specific requirement.2.Communicate with people as per the specific requirement of the client.3.Satisfy the client by providing the best employees.4.Satisfy the candidate by providing him the best opportunity.5.Support the marketing manager, and other colleagues.