Strategic Leadership:• Develop and implement a comprehensive e-commerce strategy aligned with overall business objectives.• Develop and drive the implementation of an omnichannel strategy to garner the customer insights across all channels• Analyze market trends and customer insights to identify growth opportunities.• Strategize Customer Loyalty and engagement. Digital Marketing:• Oversee digital marketing initiatives, including SEO, PPC, email marketing, and social media campaigns.• Collaborate with marketing teams to create engaging content and promotional strategies.Sales Management:• Monitor e-commerce performance metrics such as sales, conversion rates, and customer acquisition costs.• Optimize online merchandising to enhance product visibility and sales.Customer Experience:• Enhance the customer journey through website optimization and user experience improvements.• Implement feedback mechanisms to continuously improve service quality and customer satisfaction.• 12/7 Inbound, Outbound, Sales/Service Satisfaction Survey, Telesales, Livechat, Social Media Response Supply Chain and Logistics:• Work with supply chain teams to ensure efficient inventory management and fulfillment processes.• Oversee order processing and logistics to ensure timely delivery.Team Management:• Lead and mentor the e-commerce team, fostering a culture of innovation and collaboration.• Collaborate with cross-functional teams, including IT, marketing, and customer service, to drive initiatives.Data Visualization:• Create custom dashboards that provide a 360-degree view of customer insights. i.e: Contact Center Call Trends, Complaint Insights, Sales, Category TrendTechnical Projects Supervision:• Omnichannel CRM Integration, 3rd party Payment Gateway, Complaint Management, Web & App New Feature Business Process and integration, AWS maintenance through 3rd party

• Manage all online activity in relation to traffic acquisition, sales, conversion and a/b testing and reporting• Develop and implement ecommerce strategy in order to improve website performance• Work with developers to improve website speed• Work with the marketing team or manage digital marketers in order to improve quality and traffic acquisition• Re-Platforming website to new CMS, making website mobile capable• Research market in order to discover new trends and technologies in order to improve website performance• Analyze various data in order to deliver data driven strategies in order to deliver top performance and achieve KPIS• Oversee or directly manage digital marketing channels across PPC, SEO, Display, affiliates and email marketing and social media• Develop content calendar and oversee website uploads and landing pages development• Report on performance

• Translate technical, business and functional requirements into project tasks• Successfully manage the customer during development and delivery of project• Work with brands to ensure a successful product launch.• Interact with sales & communication team in advance to perform initial analysis prior to project initiation to estimate preliminary scope, budget and schedule.• Work in conjunction with technical managers to identify and resolve technical issues and break down complex technical requirements into manageable tasks.• Managing all tasks, timetables, budgets, deliverables• Coordinate development, integration and production with our department offices• Manage 3rd party tech vendor (s) and management expectations• Provide quality control across all projects.• Handle multiple client projects concurrently

• Devising strategies that harness sales-related insights, prevailing standards, and novel developments to encourage sales in our online store.• Creating frameworks that transform our social media sites into highly profitable platforms.• Directing the activities of software developers, copywriters, and graphic designers to ensure careful adherence to predetermined strategies.• Reviewing the security of checkout pages and payment procedures.• Creating promotional offers and checking to see that these are uploaded precisely.• Reviewing copy and legal disclaimers to verify their accuracy.• Analyzing traffic to inform website maintenance and the effectiveness of marketing strategies.• Examining sales-related metrics to inform restocks.• Reporting on the utility of existing and novel strategies.

• Promotes products, identifies and develops opportunities, assesses competitors, evaluates funding availability, coordinates marketing activities, and services existing and potential new customers• Develops and maintains an awareness of representatives’ and teaming agreements, technical data licensing and regulatory requirements• Leads proposal development and recommends strategies or tactics to optimize best value proposition for new customer opportunities• Make contact and build relationships with CFO and HRD prospects and their assistants, describe the Forums’ programs and value of membership• Book and execute first sales introductions• Understand and convey program dimensions and insights about multinationals and multinational executives• Extend invitations to prospects to attend events• Convert opportunities to close deals• Build a network• Manage and respond to inbound requests from prospects by diagnosing needs and leveraging Directors and Managers as needed working to develop responses

• Improve customer service experience, create engaged customers and facilitate organic growth• Take ownership of customers issues and follow problems through to resolution• Set a clear mission and deploy strategies focused towards that mission• Develop service procedures, policies and standards• Keep accurate records and document customer service actions and discussions• Analyze statistics and compile accurate reports• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment• Keep ahead of industry’s developments and apply best practices to areas of improvement• Control resources and utilize assets to achieve qualitative and quantitative targets• Adhere to and manage the approved budget• Maintain an orderly workflow according to priorities

• Create incremental revenue through upselling, custom opportunities• Conceptualize/develop the Telesales strategy including sales training, scripting, campaign timing, sales forecast, campaign tracking• Manage the implementation of continuous vendor improvements including benchmarking, salesforce.com integration• Manages daily activities of Telesales department, Telesales Supervisors, and Representatives• Exceed targets and challenging KPIs• Maintain and grow existing client base• Identify cross sell and up sell opportunities for Accuity value added solutions• Work closely with Key Account Managers to develop specific customer verticals• Ensure all activity is recorded in the system• Manage Telesales campaign with being on site at call centers at least 50% of time, to include call monitoring, team meetings, sales incentive execution, and workforce and workflow management

• Recruiting and training Telesales Representatives • Assisting in the development of effective sales strategies • Implementing and monitoring the performance of sales strategies • Analyzing the performance of the telesales team members • Preparing and setting monthly and weekly sales targets • Building and maintaining long-term customer relations • Preparing and presenting detailed and accurate sales reports • Addressing any customer queries and complaints • Maintaining an updated record of all important customer information in the database • Assisting in developing sales scripts • Recording sales calls and meetings details for future reference • Keeping a track of KPIs • Taking up any urgent requests or queries in a timely manner

• Maintain long-term relationships with clients through regular communication and personalized support.• Handle the onboarding process for new clients to ensure a smooth transition and introduction to the brand’s products or services.• Identify opportunities to enhance the client’s experience.• Generate additional business through cross-selling or upselling.• Promptly and effectively address client issues by coordinating with internal teams, especially with key account managers.• Continuously monitor client satisfaction levels by gathering feedback and conducting surveys or assessments.• Know the competition and market trends, and develop strategies to stay ahead.• Improve and meet sales targets through long-term customer retention.

• Developing and managing a portfolio of Key Accounts• Achieving monthly sales targets by identifying and developing new customers• Ensuring high levels of customer satisfaction as well as up-sell and cross-sell potential within existing customers to maximize share of wallet• Coordinating pre-sales and post-sales follow up• Achieving and exceeding weekly and monthly KPIs• Key Accounts Analysis• Monitoring market trends and providing regular competitor feedback