Senior CRM Expert & Market Research ( Loyalty Program Marketing & Retention)

• Jul 2022 - Present

Customer Relationship Management Specialist

• Oct 2021 - Jul 2022

Al-Ghurair Investment is one of the largest and most respected diverse family conglomerates in the Middle East. Al-Ghurair Retail operates total 34 stores in UAE, Kuwait & Qatar. Accountable for Overall CRM Marketing/Retention & Analytics. Taking care of App based loyalty program (Hadiya Loyalty App), Project handling, Adding Value to our Loyalty Program, Marketing Automation, Campaign Management, Customer Acquisition, Customer Lifecycle Management, Workflow, Customer Journey, In app promotions, Loyalty Management, NPS, Feedback management system and Many more. Show less

CRM Marketing/Retention/Campaigns Specialist

• Jan 2020 - Sep 2021

Loyalty, NPS, Kiosk Feedback, ERP, Operations, Marketing, CRM, Gift Cards, Data Management, Data Analysis, App Testing,CRM Projects, Demographic Charts, MVP App, Affiliates, Atl, Btl, Promotions, Campaigns A/B testing, Campaign Analytics,Budget management, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Team Management, Team Work, Social Media etc. Loyalty, NPS, Kiosk Feedback, ERP, Operations, Marketing, CRM, Gift Cards, Data Management, Data Analysis, App Testing,CRM Projects, Demographic Charts, MVP App, Affiliates, Atl, Btl, Promotions, Campaigns A/B testing, Campaign Analytics,Budget management, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Team Management, Team Work, Social Media etc.

Deputy Manager - CRM and Brand Marketing

• Aug 2016 - Dec 2019

Handling the brand marketing function. Looking after all aspects of marketing and brand building - brand planning, advertising and communication, management of marketing programs, branding of spaces. • Taking care of the Promotional Campaigns, Brand Communications and Creative Development • Managing Customer loyalty programs and enhancing brand experience • Brand communication strategy and plan • Annual 360 degrees marketing calendar (ATL/BTL/Social Media etc) • Working with agencies on media/ non media campaigns on TV/ Press/ consumer promos and activations at a national level • Create theme based brand collaterals for all Stores. • Worked closely with management in order to organize Collection Preview events for the Brand. • Managing internal communication on brand's website, brand's presence on social media. • Conducting Stores visits for any Brand visibility & product related issues. • Create and implement all annual/monthly campaigns (internal /external communication) Show less

Senior Executive - Marketing and communication Cum CRM (CO)

• May 2011 - Jul 2016

Imparted training to the new joiners regarding job-knowledge and responsibilities.Contacting the customers over phone and taking feedback.Taking inbound calls for resolving scheme or product issues over phone.Maintaining database of customersMaking Royalty (Privilege) Card of RITU WEARS and get the Data from the Customer to inform the entire scheme time to time like on birthday and on anniversary date.Resolving query related Royalty Card And scheme and making clarity about scheme running in the Store.Responsible for operation of the Store major servicing including monitoring sales V.M. and Customer Relationship Handle the customers query and resolve their problems.Receiving all calls of the customers and solve them properly. Maintain the Data of the Royalty Card Holder Gold Card Holder and inform them about sales and promotions running in the Store.Analyzing Royalty member Data and taking appropriate action to maximize the data of the Customer according to company SOP.Responsible to check out all C.F.T.S. (Customer Feedback Tracking System.) filled by customers and taking action to improve if any negative feedback.Coordinate with the senior management in implementing motivational tool and maintain a motivated and impart training to all staff on the issue of Customer Services.Lookout all the services related housekeeping and customer’s facilitation.Monitoring CRM. Customer relationship management especially to improve the sales of the Store.Daily weekly meeting with the staff and management to improve in our services.Responsible of receiving phone calls and guide them at best level.Responsible to handle Cashing points like Cashing delivery of goods and packing services level etc.Lookout all the Cash points of the store to improve the best services and deliver the product to the customers.Working with the company guidelines and maximize sales.Taking care of ATL BTL Process. Show less

Executive - Marketing & CRM

• May 2011 - Sep 2015

ATL PlanningEvent managementBusiness developmentBTL planningVendor ManagementPublic RelationClient ServicingLuxury Fashion• Deft in formulating strategies & and planning for both ATL & BTL activities.• Exploring and proposing new possibilities and ideas to market the brands in the local market in terms of the alliances.• An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitudeLiaise with various media agencies, media houses, outdoor vendors, BTL vendors.Budget allocation and execution - Print, Outdoor, Radio, (Below the lines - POPs)Develop and manage the production of events marketing collateralsPlan and coordination of events' advertising and promotional campaigns.Coordinate and manage media and PR agency to generate coverage and maintain awareness.Look for the POP materials for loyalty program and gift cards installed in all the stores and plan accordinglyWith visual merchandiserKey Result AreasManage advertising and communication in mass mediaDeciding the content, placing of ad, frequency, and medium for advertising as per the budget allocated. Show less

Bachelors of Business Administration

• 2008 - 2011