Islam Shaaban

Customer Relations Management Manager

• Job Details:Set objectives and guidelines for the CRM team’s daily operations. Monitor implementation of departmental policies and procedures. Manage customer claims and queries per legal and brand guidelines. Collaborate with the service center and importer on customer issues. Ensure professional service and high customer satisfaction. Create reports to analyze customer feedback and propose improvements. Notify relevant departments about claims and queries needing resolution. Handle escalated claims with potential legal implications. Communicate escalation risks to the importer as per manufacturer's guidelines. Represent the brand in resolving complaints related to CPA issues. Report customer care metrics to the importer regularly. Monitor customer satisfaction results and propose corrective actions. Coordinate external service providers related to customer care. Recruit, coach, and appraise team members to optimize performance.

Showroom Manager

• Job Details:Managed daily showroom operations, achieving monthly sales targets in alignment with company goals. Trained and led the sales team, improving communication strategies and overall sales effectiveness. Ensured the showroom's visual appeal and customer-friendly environment, enhancing customer experience. Negotiated fleet deals with corporate clients and handled high-value sales negotiations. Monitored sales team performance and ensured compliance with company policies. Coordinated with other departments, including finance and supply chain, to fulfill customer needs. Prepared detailed sales reports, including bookings, refunds, and inventory analysis.

Retail Manager - Digital & Alternative Distribution Channels

• Job Details:Executed retail strategies, ensuring the profitable operation of the distribution network. Led a team to achieve monthly retail targets and improve customer service practices. Prepared contracts and negotiated financing options with clients, ensuring clarity and satisfaction. Measured team performance and provided actionable feedback to drive success. Coordinated cross-functional activities to implement retail strategies effectively.