Customer Service Analytics Manager

2 months ago

Ras alKhaimah, United Arab Emirates Majan Printing and Packaging Full time

We are currently seeking Customer Service cum Analytics Manager to be part of our dynamic team. Responsible for planning, implementing and directing the sales orders execution to achieve company objectives especially in making sure 100% customer satisfaction with the services rendered and ensures that they exceed customer’s expectations. This position will lead and train a team of representatives and support staff to handle customers accounts in a professional and mutually beneficial manner.

He/she will be responsible for lead the sales support team in executing customers orders, developing business reviews on the Market performance as well as the Industry Performance, conducting periodical assortment reviews, review market trends and competitor’s analysis, potential and existing customers business plans, to be shared with key stakeholders with the aim of enabling the business to make strategic decisions. You will partner with cross-functional stakeholders to understand their analytical and business needs and provide data for informed decision-making. You will also need to think strategically, connect the dots of the bigger picture, as well as being comfortable in the details of the deliverable.

**JOB DESCRIPTION**
- Assist in developing sales strategy to achieve organizational sales goals and revenues
- Lead, monitor the daily activities of the sales coordinators and execution of job orders.
- Daily coordination with sales managers and business partners on the tasks to be undertaken.
- To monitor and report finished goods stocks level and advise the sales personnel accordingly.
- To interact with Logistics on daily basis and send the list of items to be dispatched and closely monitor the same
- To inform sales personnel on the dispatches and pass on the plans of the items to be dispatched the next day.
- Review and monitor the activities and performance of the sales team against the set targets.
- Lead, draft and present the sales presentations, dashboard and proposals
- Keep track of periodical customer feedback and advise corrective steps to improve the services
- Review lost sales and customer accounts and present timely reports to Management.
- Interact with customers by phone / mails and periodic visits to understand the issues and initiate necessary measures to improve services and support.
- Source, procure and analyze data and information to identify potential sales opportunities
- Cultivate effective business relationships with executive decision makers in key accounts
- Lead planning and execution of trade shows, exhibitions and attend trade meetings and industry conventions.
- Reviewing analysis of all sales activities and marketing campaigns, with the aim of providing reports and summaries to direct manager, the rest of the team and other functions
- Collaborating with IT and the rest of the team in creating databases to capture all sales data, remaining responsible for the management of these databases and the collection & input of data through sales support team
- Conducting market researches aimed at determining product perceptions, understanding customer needs, evaluating market penetration, analyzing competitors
- Analyzing customers’ assortments in order to periodically review them to maximize sales in accordance with forecast levels and stock requirements
- Monitoring the order and sales progress, as well as the sales portfolio, and provide timely and strategic insights to the sales team for target achievement
- Analyzing and assessing demographics, prices and distribution channels
- Creating and managing sales dashboards, which visualizes fundamental performance indicators
- Analyzing competitors’ trends and business results, sharing then key info and reports with direct manager, Marketing and Sales function
- Analyzing sales and marketing metrics for identifying effect-cause relationships between financial outcomes and marketing/sales actions to raise profitability
- Assessing client's promotional needs, by performing extensive market researches on sell-out data
- Providing direct manager with daily and weekly summaries and reports on business results and other key figures for the Team.
- Support Key Accounts Managers with all on-going sales, service and communication with clients and prospects.
- Manage projects around the development of our solutions business, including marketing and prospecting efforts, thought leadership and events.
- Cultivate strong relationships with clients becoming the "go-to" person for account specific information, which can include information, portfolio, performance, compliance, clarifications and modification, and SOA reconciliation.
- Gather critical data to quickly respond orally and in writing to client information requests.
- Write and publish client meeting summary notes posted to firm wide client relationship management systems.
- Assist with new client on-boarding
- supporting clients through the process of opening new accounts with Majan

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