Senior Technical CRM & CVM Manager for Majid Al Futtaim WIPRO TECHNOLOGIES LIMITED
Directed the end-to-end CRM system migration from SAP to Braze, enhancing customer acquisition and market segmentation capabilities and increasing email marketing campaign performance by 40%.
Enforced a comprehensive data quality improvement initiative, achieving over 40% reduction in data errors and a 50% increase in data completeness metrics, enhancing overall customer experience and operational efficiency.
Orchestrated best-in-class product strategy and product design, defining governance structures, roadmaps, and support processes for CRM programs like Dialogue (CRM - Braze), OneView (CRM – SAP Hybris), CVM (Exsell), and DLA (Internal Audience Segmentation Tool).
Strengthened and accelerated the efficiency of the MAF Contact Centre by 30% via addressing data quality and product analytics with SAP Hybris and Genesys.
Developed and executed a robust CRM/CVM strategy, leveraging Scrum in Agile methodologies to enhance market responsiveness, increasing customer retention by 15% and lifetime value by 40%.
Surpassed KPI stretch targets by 30%, addressing critical data and product issues.
Optimized Contact Centre operation, leading to revamped service levels up to 60% and upgraded response times.
Administered cross-functional teams and key stakeholders, driving CRM system enhancements and executing 25% more targeted marketing campaigns.
Collaborated with UX/UI and engineering teams to design intuitive product interfaces, enhancing user satisfaction and engagement by 75%.
Implemented CRM integration techniques, improving customer data analysis and segmentation, and restructured training programs boosting team productivity by 50%.
Initiated organizational transformation, fostering partnership, customer success, and collaboration across teams, delivering well-defined features aligning with team goals and delivery timelines.
Performed quality assurance tests and customer feedback before deploying changes into the production environment improving go-live product quality by 90%.