SUMMARY:

A highly professional, dynamic and self-driven professional with 10 years’ experience of working in a fast-paced environment understanding & living the vision and values of the company. Possess a proven ability to work with Senior Executives, Administration, & Marketing. Specialist to create an image that is up to date and right for its audience.

12 years of experience in Administration and Support to Senior level management.

WORK EXPERIENCE

MARKETING DEPARTMENT

MARCH 2011 – DECEMBER 2014

Designation: MARKETING COORDINATOR

JANUARY 2015 – TO DEC 2017

Designation: BRAND ACTIVATION & CONSUMER RELATIONSHIP MANAGER

JAN 2018 – TO DATE

Designation: ASSISTANT MANAGER CONSUMER & COMMUNITY MANAGEMENT

Job Description:

Work closely with the brand teams to identify opportunities and develop plans and budgets for each strategic equity building activity.
Planning and delivering consumer centric activities for all brands.
Working towards execution of Integrated Marketing Campaigns.
Manage job through Activation Agencies. A complete activation team works for EFL assigned projects.
Event management and Sponsorship to activate brands
Management of vendors and suppliers.
Financial efficiency through effective budget management
Evaluate sales and strategize the campaigns with a consumer insight and post activation call survey.
Lead and challenge teams to build engaging consumer experience to drive relevance and brand advocacy.
Serve as key internal and external point of contact.
Manpower Training and Development.
Warehousing and Logistics Management
Consumer Relationship:

1)      Build brand wise segmented consumer data

·         Ensuring the database is segmented effectively for targeted marketing activities.

·         Maintain a database with correctly filled information obtained from consumers.

2)      Manage consumer complaints

Call center team at TRG – IBEX Global
·         Working closely with all departments to ensure the CRM works effectively for all aspects of the company.

·         Handle consumer complaints via all channels proactively and report them to the brand team.

Mediums: Emails, Call Center & Social Media

3)      Manage CRM Team

·         Overseeing direct communications with consumers through the CRM.

·         Maintain on hand and detailed reports on customer calls – call centre.

·         Conduct refreshers and training with call agents every quarter.

·         Updating them with all brand information timely.

·         Get agents feedback and engage them in taking ownership of bonding with consumers.

4)    Evaluating data collected through brand activations:

·         Consumer feedback processing, convert consumer feedback into Actionable Insights.

·         Root Cause Analysis on Consumer Pain Areas by deep analysis of Consumer behavioral data.

·         Consumer knowledge management and analyzing consumer Transactional data into meaningful insight.

·         Determine what data trends mean.

·         Consolidate consumer insights from a variety of sources (e.g. transactional data, surveys, inbound calls, campaign responses) to provide a more comprehensive and consistent view of the consumer.

·         Making Consumer segmentation with respect to behavior, Usage, Handset etc.

·         To develop and maintain a good working knowledge of all the company’s processes, products and services.

·         Responsible for attending all the team meetings and team motivational exercises.

·         Ensure visibility of operations, tasks, assignments and projects at all levels, as required.

5)    Designing Consumer Engagement Activities:

·         Responsible for conceptualizing and managing a diverse range of consumer retention campaigns and initiative. This includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes’ and championing successful execution.

·         Select Clubs, Community Centres and School as focal points of interaction (selection criteria based on brand focus)

·         Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Consumer Service.

·         Inscribe requisition forms for all focus groups in coordination with the insights and brand team.

·         Use premiums as source of attraction for all invitees.

·         Brief all brand ambassadors on product knowledge

·         Execute all activities in adherence with the company’s HSE policy

6)      Community Management:

·         Set and implement social media and communication campaigns to align with brand marketing strategies

·         Provide engaging text, image and video content for social media accounts

·         Respond to comments and customer queries in a timely manner

·         Monitor and report on feedback and online reviews

·         Organize and participate in events to build community and boost brand awareness

·         Coordinate with Marketing, PR and Communications teams to ensure brand consistency

·         Liaise with Development and Sales departments to stay updated on new products and features

·         Build relationships with consumers, potential consumers and industry professionals.

·         Stay up-to-date with digital technology trend.

OFFICE OF THE PROVOST JULY 2010 – MARCH 2011

Designation:  OFFICE ADMINISTRATOR

OFFICE OF THE DIRECTOR STUDIES JULY 2005 – JUNE 2010

Designation: OFFICE MANAGER – PRINCIPAL’S OFFICE.

ST. JOSEPH’S CONVENT SCHOOL – MARCH 2004 – MAY 2005

Designation: OFFICE SECRETARY – TEACHER

ST. LAWRENCE’S CONVENT SCHOOL – SEPTEMBER 1997 – MAY 2003

MIDDLE SCHOOL LEVEL

Designation: TEACHER & COORDINATOR GRADES – V, VI, VII, VIII

ST. PATRICK’S HIGH SCHOOL

SECRETARIAL & TEACHING SEPTEMBER 1999 – MAY 2003

Designation:  TEACHER / OFFICE SECRETARY

PROFESSIONAL QUALIFICATION

Workshops and Seminars attended:

·         Facebook Industry Summit

·         Marketing Masterclass KANTAR

·         Brand Activation Workshop by Bullseye

·         Media Workshop 101 by Starcom

·         Decision Making and Problem Solving

·         Digital Marketing by Mike Berry

·         Marketing Insights by Tom Darlow

·         Teamwork & Collaboration – Navitus

·         Business Excellence Series

·         Purchase Procedures

·         Life internal company software

·         Awaken your Leadership Potential by Dr. Zsuzsanna Fajcsak

·         Mind Mapping by Tony Buzan

·         Excellence at work using MBTI

·         Change Yourself – A Step Towards Positive Attitude.

·         Rational Emotive Behavior Therapy

·         Parent, Counselor and Student Interaction, Study Skills, Motivation

TRAININGS:

·         Google Digital Masterclass

·         Finance for Non Finance Managers by Torque.

·         Business English Conducted by the Centre of English Language – The Aga Khan University, Institute for Educational Development

·         Skills for the Executive Secretary – Nutshell Forum organized by Avari Towers Karachi

·         First Aid Training Course from the Aga Khan University Hospital

·         Effective Business Writing Skills – Intel Act

COMPUTER SKILLS:

Excellent use of MS. Office, Word, Excel, Power point, Internet and email, outlook & CRM software, Social Listening tool – CX Social Engagor

COMPETENCIES:

Strong Personality
Written and verbal communication skills in English
Organisational skills
Ability to prioritise workload and multitask.
Experience of dealing with people at all levels
PROFESSIONAL COMPETENCIES:

Professional and intuitive manner
Extensive experience in managing multiple tasks
Outstanding attention to detail and capacity to think quickly
Strong sense of consumer service and ability to remain calm under pressure
Deal with all matters with discretion and complete confidentiality
Collaborative working with teams to develop strategy and implement activities to build business.
Enjoy an analytical or creative challenge.
Love the digital world, passionate about staying up to date and curious about the latest trends in social media.
PERFORMANCE FEEDBACK BY SUPERVSIORS:

Excellent follow up and coordination across functions, positive attitude, great team player, attention to detail, extremely responsible, efficient, proactive, acts and takes up jobs beyond assigned JD, passionate about the company and is willing to work hard to grow within the marketing function, mature, takes macro picture into account, structured, organized/methodical approach, supportive attitude

REFERENCE
Business references can be provided on request.