Senior Assistant Manager Customer Relations
Indus Motor Company Ltd. (Toyota)
Total years of experience :4 years, 8 Months
1) Part of the dealer development team responsible for training, development and support of the thirty-four nationwide dealerships, including semi-annual reviews, team-building and skill set trainings and implementing global customer relations standards at dealerships. Achieved a 95% employee retention as a result of the training and appraisal initiatives taken.
2) Leading all online research and customer feedback surveys and analysis. This resulted in identifying 2 new services offered to after-sales customers, which obtained an increase in customer retention by 15%.
3) Editor in-Chief of a quarterly department magazine sent to all dealerships and company employees
1) Was on the Marketing Board for KFC, responsible for assisting in development of new campaigns and promotions. Spearheaded launch of Twister & Mighty Zinger both resulting in a 10% increase in sales forecasts.
2) Conducted the selection and acquisition of a Canadian franchise Saint Cinnamon in Pakistan.
3) Dealt with Supply-chain, Finance, HR and Design teams to successfully launch Saint Cinnamon country operations.
4) Headed up the digital activities of the Company’s operations including website development & social marketing tools such as Facebook and Twitter. Over 30, 000 members in six months.
5) Led all Advertising, Marketing & Promotions activities for the company’s retail infrastructure, including chain of grocery stores and supermarkets.
6) Planned and initiated a Summer Festival campaign that was voted ‘Campaign of the Year’ and resulted in 20% higher footfall over the 3 months of the campaign.
1) Provided strategic insight through Market & Competitor Analysis reports resulting in identifying 2 new restaurant outlets. Both outlets are among the Top 5 performing in Karachi out of 27 at the time.
2) Conducted feasibility research studies on new business/venture opportunities with international franchisers resulting in the selection of Saint Cinnamon franchise for Pakistan.
3) Project Leader for Saint Cinnamon concept and was selected to attend 3 weeks training in Canada.
1) Carried out financial performance analysis on a regular basis of which the results were analyzed and used by senior management. Was selected to make quarterly presentation to Regional Management during Annual Conference.
2) Identified new market opportunities resulting in the development of a service targeted towards university students. The result was overwhelming with 15% higher sales than budgeted and the service being the most profitable new service launched for the year.
3) Managed the Marketing, P.R. and Advertising budgets for U.A.E., Oman and Qatar.
1) Awarded International Postgraduate Scholarship based on Academic performance. 2) Dissertation titled: 'Microfranchising in Pakistan: A Route to Poverty Alleviation
1) President Business Student Council 2) Awarded Yearly Scholarship based on academic excellence 3) Honor Student 4) Business Student of the Year 5) Summer Internship at General Electric International Inc.
