BOL Network 
Senior Executive/Head of CRM
(WORKING FOR BOLWALA PROJECT WHICH IS PAKISTAN'S LARGEST DISCOUNT PLATFORM TO 
DISCOVER THE BEST DEALS AND DISCOUNTS ACROSS PAKISTAN)
Planning and delivering CRM strategies across the team with a view to retaining existing 
customers, increasing brand loyalty and expanding the company brand.
Making sure the customer database is correctly segmented for targeted marketing activities.
Define requirements for effective use of the CRM and its infrastructure.
Making sure the CRM is customer focused and working to maximize its effectiveness for sales
Planning, managing and delivering multi-channel.
Segmenting of the CRM to enable tailored and relevant marketing messages to customers.
Ensure return on investment through KPI’s and performance metrics.
Train the staff to tactfully handle customer inconveniences, misunderstandings and complaints.
Handle customer complaints that demand management’s attention tactfully, promptly and with 
genuine concern for the customer’s problem.
Guide and lead team members to deliver products/services that meet or exceed the customer 
requirements. 
Provide proper refund and compensation to customers on time.
Guide and lead team members to deliver products/services that meet or exceed the customer 
requirements.
Negotiate and manage agreements through business contract process.
Maintain complete and accurate customer correspondence data. (CMS)
Supervising advertising, product design and other forms of marketing to maintain consistency in branding.

Communicate all important details to management and colleagues
Identify and recommend routine improvements to the job's operating efficiency and advise management of opportunities to modify existing processes/services.
Manage day to day activities in accordance within BCC Key Performance Indicator standards.
Maintaining/Filling record of official/outgoing mails & messages and forwarding them to the concerned for their action;
Create, manage and timely update all fillings as per Department and Subject requirement;
Responsible for administrative control of Archiving, including Hard & Soft Copies;
Effectively communicate and coordinate (written/verbal) messages / information / instructions to concerned persons facilitating departmental requirements
Prepare & deliver presentations, documentation etc. using all types of communications maintaining proper records;
Upgrade periodical reporting of all Operational requirements (i.e. concern company’s department/s persons/customers/manufacturers
Effectively prepare and control data-base for all the above jobs.
Liase with IT to ensure that all the equipment is technologically current, clean, convenient and in excellent working order
Record all issues of employees and timely resolving the same
Stock Management including printing material, presentations, product brochures, visiting cards, delivery challans etc.
Documentation for Director visa applications and travelling (Domestic & International)
Hotel accommodations & travelling arrangement
Archiving and proper record maintenance of reference series, soft copy availability of all certificates and authority letters, memorandums, agreements and contracts, proper archiving of the same
Formats for certificates, authority letters, handing/taking, delivery challans, and tender docs. Issuance, etc.
Submission of monthly departmental reports for expenses, petty cash, stationary, TCS billing, and monthly internet expenses, toner expeses
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Assistant Customer Relation Officer & HR Executive, Toyota Highway Motors

Train the staff to promote customer satisfaction.

Train the staff to tactfully handle customer inconveniences, misunderstandings and complaints.

Ensure that customer inconveniences, misunderstandings and complaints are dealt with fairly and quickly.

Ensure that common courtesy is shown to all customers by every employee.

Handle customer complaints that demand managements attention tactfully, promptly and with genuine concern for the customers problem.

Promotional activities and discuss other critical matters.

Work on the Philosophy of CR

Develop Framework for CR activities,

Develop Customer Handling procedures.
To answer the questions of the customers & of the Management.
To handle the customer Complaints& inquiries.
Generate Leads to Sales & Marketing Department.
Attracts potential customers by answering product and service questions suggesting information about other products and services.