Salsabil El Gaml

Nissan motor Egypt

Jul 2009 – Present

Cairo

Customer quality and CRM A.Manager

Activities:  Implement NISSAN customer experience digitalization.  DMS Implementation to maximize dealer operation efficiencies and enable future seamless online/offline Cust. Journey.  Salesforce Implementation and full network coverage for customer activities.  Manage Marketing campaigns (digital and non-digital for leads conversion).  Manage NISSAN dealers customer satisfaction index (CSI SSI), identify weak areas.  Propose the corrective action plan for performance development.  Manage NISSAN CRM system working as a focal point between Nissan head office and RAYA (Hire, develop, and retain the call center team staff) to maximize performance (50 TO 60 Headcount).  Develops annual budget proposals, business proposals to realize targets of the function and company while complying with all relevant Nissan regulations & rules and Forecasting and allocating all departmental budget requirements.  Propose dealer-training needs based on CS results & root cause of weakness.  Analyze conducted surveys and present it in order to know the customers likes and dislikes so we could always develop our product to meet the customers' needs.  Conduct Nissan sales & Service way activities and handle customer complaints with the concerned departments and follow up on their action plans to insuring corrective actions are taking place, Manage  Develop the necessary activities in order to make the right positioning of NISSAN product regarding price, volume and product development.  Monthly tracking of competitors’ prices and sales volumes with all the necessary information about all the products in the automotive market which enables the company in making the right product and identify potential markets and factors affecting product demand.  Positioning planning and volume assumptions with keeping NISSAN Motor Egypt and NISSAN Motor Limited updated with the market situation along with support of cross functional departments with needed data to monitor the performance

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