 Manage key accounts to achieve long-term success and develop a strong positive partnership. Negotiating contracts with key clients ensuring maximum profitability and the fulfillment of client's long-term goals.  Acquire a thorough understanding of key customer needs and requirements. Set strategies and tactical plans of Sales, Visibility & Merchandising to achieve the set targets & KPIs. Conduct market analysis focused on competitors and categories. Ensuring high levels of customer satisfaction as well as up-sell and cross-sell potential within existing customers to maximize share of wallet. Prepare regular reports of progress and forecasts to internal and externa stakeholders using key account metrics. Resolve any issues faced the customers. Supervising and conduct on-going product knowledge trainings to the account teams.

 Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning. Working with HR and Recruitment drive the recruitment & selection of Team Leader and Agents. Contribute to the design and implementation of Change Programmers and Projects which impact the Contact Centre Carry out regular 121's, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively. Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience. Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets Building and maintaining effective internal and external stakeholder relationships

 Hiring, training, coaching & leading call center representatives as they provide support for customers Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives Assisting other management team members in identifying trends & establishing call center goals Ensuring staff members are achieving desired service levels & taking corrective action, as needed Preparing reports & analyzing call center data to improve processes, ensure resources are properly allocated, & maximize efficiency & customer satisfaction Authorizing replacements or refunds Taking on other tasks or projects to support employees, other managers & call center operations Website developer

Working on the website from A to Z ( pictures - new products - prices - orders.....etc )

 Receive sales orders through sales executive, call center, and/or customer directly Execute orders at the store through the store coordinator, and/or shift supervisor Confirm order with customer and try to up sell  Plane and agree with deployment schedules with the FS Delivery Team  Issue invoice with clear payment due date Coordinate delivery with the customer  Close order cycle and documentation Coordinate collection Monitor and report on inventory levels Monitor and report customer feed Marketing Survey Monthly sales report “Forecast Vs Sales” Report on perfect orders  Report on Sales per channel Recommend improvement

 Handle the customer’s complaints/escalated cases in timely manner that ensures the maximum customer satisfaction Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment, alternatives and solutions Develop and improve processes to maintain the highest level of customer satisfaction Provide a high level of quality monitoring to insure a dedicated continuous progress of the team Ensure effective and efficient day-to day performance of Call Center Representatives Ensure the adherence of the team members to the Customer Operations Department policies, procedures and standards. Delivering Cooking classes to end-users and clients through marketing events Translating Recipes from English to Arabic & from Arabic to English

 Provide information and customer service to customer's inquiries and requirements.  Provide quality service to customers. Calling Customer and closing deals. (Business to Business) Sell the complete range of products to the customers. Handle customer complaints. Generate repeat revenues from existing clients.