Dubai, United Arab Emirates
Experienced Social Media and E-commerce Specialist with a demonstrated history of working in the apparel, fashion, Beauty and Telecommunications industry. Skilled in Digital Merchandising, Customer Relationship Management (CRM), Customer Experience and online operations to provide best customer experience.
• Planning and executing the site merchandising calendar, including Gateway campaigns, new product launches, cross-category placements. • Assist in the definition, creation and tracking of campaign timelines and goals, while keeping business and stakeholder needs in mind. Handling onsite campaigns, merchandising and promotions for different payment methods. • Tracking and analyzing customer behavior across search, browse and the purchase funnel, and funneling these inputs to drive campaigns increasing traffic and conversion. • Coordinate with agencies and partner teams to support execution of marketing campaigns. • Analyzing content metrics and proposing new traffic-driving content strategies.
• Communicate with internal departments such as: - Logistics: for Packing and gift wrap requests and dispatch orders in timely manner. - Finance: Fugitive cases and payment gateway issues. - Merchandising: wrong item (color, size, description), update offers and prices. - Trades: to get approval for refund/exchange for escalations cases not listed in our policy and to fulfill customer’s request to achieve customer satisfaction. • Submit & Track return/exchange orders with Aramex, DHL, Porter express and Last Miles across middle east. • Follow up with all pending orders and escalations cases make sure to close all cases with satisfactory solution within SLA using Magento, SalesForce plateforms. • Perform “Shop on behalf” for customers over the phone and ensure Customer engagement and conversion. • Handle claims requests and customer retentions. • provide frequent communication and feedback to management to enhance quality, productivity. • Monitor site daily to assure the accuracy of product assortments, category navigation and promotions.
• Interacting with client’s comments and inquiries through Social Media platforms (Facebook, Instagram, WhatsApp, and Google Review) through Zendesk, CRM platform to increase online sales in Middle East and deliver best customer Satisfaction. •Managing solutions team and monitor day-to-day operations (Calls/Chats/Emails) to make sure no cases to be escalated further and to offers practical solutions within the service level SLA. • Monitor and evaluate agent’s performance and provide one on one learning or coaching meetings, and taking corrective action, if necessary. • Sending daily performance report to CEO •Assure all our stores are in compliance with Sacoor’s policy and procedures • Create and translate content for Social Media posts for our branches across Middle East Malls Pages. • Provide online sales report for Digital Marketing agency (after filtering refunds and Gift card sales) • Analyze online orders (Home Delivery percentage, Cash sales) • NPS analysis - make a report for the top categories for detractors. • Weekly EDM (Electronic Direct Mail) report for Click and opening rate. • Submit & Track all return orders with Aramex and process a refund for return orders. •Monitoring the online visual merchandising and make sure it’s comply with the correct description and offer. • Assist logistics operations to resolve issues related to online orders completion or update online stock.
• Indoor selling du products and services. - Selling consumer postpaid/prepaid lines and Home services TV& internet. - Selling for Enterprise segment postpaid/prepaid Business lines and internet packages. • Handling customer’s queries and complaints. • Managing the Floor to maintain the store’s service level Target and serving time.