I am responsible for driving Customer specific E-Commerce initiatives to grow online market and share brand presence, Managing eCommerce channel Sales B-2-C on all leading e-tailors (Panda Mart, Air Lift, Grocer App, Daraz and others), and B-2-B (Retailo, Bazaar, Dastgyr, Jugno and others). I developed road map plan including website, Digital content personalization and Product in-store deals driving nearly 1 million unique visitors and average 75% traffic growth over the last 2 years. I also Crafted and activated eCommerce and Digital Marketing strategy for integration 25+ Brands (consumer and Bulk).

I was accountable for leading Digital Media Marketing dept. I worked closely with agencies to execute creative content curated specifically for our target audience across digital/social platforms. I had the responsibility of managing the brand budget daily across multiple projects. Gathered data insights to build and report out monthly performance reviews.I was responsible for media buying strategies on all digital Platforms (Google, Facebook, Instagram,Programmatic buying etc.), analyzing the effectiveness of the campaigns, Creating and executing digital campaigns on social media while at the same time experimenting with new and alternative ways to leverage Digital platforms, and develop and expand community and/or influencer outreach efforts, manage efforts in building online reviews and reputation. Monitor online reviews and respond to each review, interpret web traffic data, manage web analytical tools and prepare reports for metrics evaluation.

I was responsible for developing Customer’s Channel in a high pace, complex environment with focus on brand availability, and visibility aspects, I also Manage and Maintain Customer Satisfaction Index (Primary, Secondary and Tertiary) customers and monthly presentation to Board of Directors, highlighting the areas of improvements. I Establish and maintain timely and thorough reporting to the management on all customer services management facets of the organization, I arrange and analyze the results of Brand Surveys for Current Brand Status, Issues and New Market Potential, and recommend for business decision.

Manage and direct all aspects of call center personnel training needs. Design and plan and implement training & hiring program policies and procedures Devising and designing scripts, transfer of correct product knowledge and complete study of projects before implementation Develop and implement Standard Operational Procedures (SOP’s) for call center departments and ensure best practices are maintained Train, motivate and coach call center supervisors/ team leads on essential skills to meet and exceed call center metrics and objectives Manage the and evaluate the Service Level Agreement (SLA’s) with the existing clients Manage the team of quality analyst who will be responsible for auditing agents calls, calibrating supervisors evaluations, and coaching supervisors on quality issues Develop and conduct appropriate soft skills and sales training to improve performance levels, increase efficiencies and productivity of the call center.Provide new-hire Training Evaluate new hire training to verify key performance