Customer Service Office Executive

Ranjit Narayanan

Mobile : +971-**-*******

Email: ******.***@*****.***

Alt # +971-**-*******

Overview

Channel Sales, Retail, Distribution & Customer Service professional, with an impressive record within Distribution & Retail management. Over 15 years UAE experience in Retail & Distribution of Consumer Electronics, Telecom Mobile/Accessories, Office automation & Lifestyle Household FMCG products.

Areas of expertise:

·Growth and Revenue enhancement.

·Business & Operations Management

·Sales & Marketing

·Manage & Streamline Process in Sales & Operations

·Profit attainment.

·Developed, trained and motivated multi-national team

·Client relations.

·Human Resources -Recruitment & Training.

·Driving Sales effort.

·Cross Departmental functions

Educational Qualification MBA -Masters in Business Administration- International Business (Dubai 2009)

Graduation in Hotel Management from IHMCT&AN, Bangalore 1998.

Date of Birth 22nd April 1976

Language proficiency English, Hindi, Malayalam, basic French & Tamil.

Professional Experience Over 20 years

Manager-Sales & Distribution for T Choithram & Sons- General Merchandise Division (Nov 2018-Mar 2021)

Job Responsibility:

GM division handled distribution of Garments & Household products-Leading brands included VIP, Bailey form inner wear and Garments.

Sales & Marketing- New Store opening, BDA & visibility, New listing & growing existing market share.

E-Commerce Strategy- headed the Project to devise e-commerce strategy for Choithram B2B commerce, Listed Choithram brands in Amazon, Noon, Mumzworld & Carrefour Online. Started marketplace for GM division.

P & L responsibility for the Division-General Merchandise

Category, Channel & Brand portfolio Management-Procurement, Business Development Agreements & Annual purchase plan & Vendor relations

New Brand Acquisition & New Product Development -Launch planning and market executions for all brands.

Regional Sales Manager

Lifetime Trendz Middle East ( Feb 2016 –Sep 2018) Distributor for

Electronics& Multimedia: Motorola Mobile Accessories, Wicked Audio & Gamevice

Toys & Novelties: Crazy Aaron, Creative chobby, Smart Gurlz, maddyloo, Fascinations, Spaghetti headz.

Homeware & Kitchenware: AMT Gastroguss, Arti art, Asobu, Smart Planet, Polar Bottles, Les Artistes.

Stationary & Gift: Legami, Balvi, Mustard, International Arrivals, DM merchandising, Westminster

Job Responsibility

Key Account Management –Lulu Group, Geant Hypermarkets (Fucom), Emax Electronics, Jackys Electronics and Lifestyle-Landmark Group for the distribution of major brands of Multimedia and Lifestyle products.

Motorola became the 3rd best-selling brand in Lulu Group (UAE) in Audio accessories within 6 months of launch in UAE. Regular store visits to ensure the shelf share, visibility of the brand and product availability.

Trade marketing: Handled Media Plan and marketing of Motorola and Wicked Audio-pricing, positioning, POP design and store activations, listing formalities and product training. Planning promotions with channel and participation in major events Gitex, DSF with power &Retailers.

Product Management: Pricing and positioning of new brands that come on-board. Listing new brands (Go Vision, Key Gear, Wicked Audio) and promoting new brands of multimedia and Lifestyle products among Modern trade-Mass Market and Power Retailers.

Brand Management: Maintaining market share and GP targets for the brands. Monitoring stocks and recommending promotions to liquidate slow moving stock.

Recruitment & Training –Sales Floor & Product training for Al Ghanim Kuwait, Emax, Lulu & Geant staff as well as Promoter.

Channel & Retail Sales Manager (Nov 2012-Oct 2015)

Axon Business Systems has been 50 years in Dubai dealing in Secure Storage Solutions, Office Automation and Integrated solution provider catering to the needs of banks, educational and financial institutions’ across UAE. The exclusive distribuitors of Chubbsafes, GBC, Ideal, Legamaster and other European brands in UAE.

Job Responsibility:

Handle the Sales of Secure storage solutions and Office Automation thru the retail outlets and channel partners. Taking key strategic decisions regarding partner, product and range and assortment planning. Managing team targets, recruitment and training, motivating and effective management of retail and channel operations.

Product / Brand Management: Manage the range and assortment of GBC-Acco, IDEAL &Legamaster range of products. Constantly update the channel and corporate sales team regarding product roadmap and range development.

Distributor Management: Maintaining the relationship with the export managers from the principal brand companies and key company contact for all major brands including Xerox, GBC –Acco, Ideal, Legamaster & Chubbsafes.

Chanel Strategy & Territory Management: Enroll key channel partners and engage them to increase sales within the territory. Enlisted key partners both online and channel partners with major reseller network. Working closely with distributor’s in enhancing distributor capability, increasing market share and revenue.

Trade Marketing: Handled events like Paperworld, GITEX Technology Week & Intersec where the key brands & their product line were showcased and successfully generated leads for the company. Responsible in the creation and implementation of marketing strategy for the company, setting out entire budget, media plan, setting up media deals with Media Agency to ensure maximum exposure at lowest cost, management of PR, copy-writing and proofing of all marketing materials. Managed the promotional and media campaigns.

E-Commerce: Developed and managed the online site www.iwantasafe.com and also assisted in development of www.axon.ae website.

Sales team management: Recruitment of channel & retail sales team and training of staff to ensure that they are adequately prepared to meet the requirement of the role. Managing the team leave plans and managing the team’s individual targets.. Sales revenue management while maintaining the GP target and controlling the overheads.

Retail sites: Exploring retail opportunities in new mall location and liaison with the commercial brokers and mall management in selection of site and retail development.

Export Trade: Dealing with customers from Africa, India and overseas inquiries.

Previous position

Channel Sales Manager (Jan 2010 till Sep2012)

Hadi Enterprises: Handling key account of Carrefour: UAE, KSA & Kuwait- for FMCG non-food products.

Hadi Enterprises, an Al Abbas group of company; A major distributor in Light Household segment in UAE.

A market Leader in Household products like Cookware, Bakeware, Dinnerware, Glassware, Tableware-Cutlery and Kitchen Equipment’s. Major brands include-

Glassware- RCR Crystalware, Bormioli Rocco glassware, Borgonova, Libbey

Dinnerware- Clayton Dinnerware, Hoover Melamine, Horselane, La Opala Dinnerware

Storage – Dea, Glasslock, Anchor Hocking

Tableware-Kitchen Craft, Marinex Bakeware, Queen Anne Silverware, Walther Glass

Kitchen Equipment- Stovecraft-Pigeon, Usha Lexus

Job Responsibilities

Strategic Account Management: Driving Sales: Carrefour Account generated AED 25 Million in sales in 2011. Achieved 10% growth for the year 2010 & 20% growth in 2011 and holding 25% share within Carrefour LHH division. Undertakes strategic planning and business development to ensure revenue growth in all Company products. Completes pro-active competitive strategies and targeted sales campaigns.

Product Management: Assortment planning, OTB preparation, cross functional department team reviews.

Provides support and compiles data to aid in assessing product assortment. Recommend changes to assortment, markdowns, mark-ups, and to promote items based on current rate of sales and go forward plans.

Client Management: Responsible for building, sustaining and growing a productive working and revenue generating, relationship with the assigned Customers. Attends to regular face to face client visits / meetings to gain a comprehensive understanding of their existing business needs & assisting in enhancing the team’s ability to service the same. Actively resolves all customer complaints with regards to sales and service. Negotiation of terms with outlets in new markets like Saudi, Kuwait & UAE branches.

Brand management- Sourcing, listing, monitoring margins, seeing thru the entire life cycle of the product. Evaluate product assortments, quality, pricing, merchandising strategies and business opportunities.

Inventory management- Managing the inventory, ensuring sell out of clearance inventory,

Promotions and shelf share management. Controlling returns and making stock adjustments.

Vendor Management: Handling the reorders based on consumption, Sourcing new vendors for new range, as well as alternative suppliers for existing range as and when situation demands.

Manpower Management: Managing 10 merchandisers- their leave plans, handling administrative functions and related expense accounts. Training them and updating them on changes in the product range and their display. Manages and motivates the sales team to ensure optimal efficiency / productivity and morale results in good operational performance.

Trade Marketing: Ensuring the listing and approval of products with the merchandise managers and enhancing the visibility of brands. Oversee the photography of products for the Carrefour pamphlet.

Previous Position

Area Retail Manager -UAE & Kuwait (Dec07 till Nov 09)

Harman Middle East is the retail and distribution wing of Harman International (California –USA). Harman House is the brand of retail showrooms with 9 outlets across UAE that sells Harman Kardon, JBL, and Infinity acoustic products, McIntosh and other pioneering high-end consumer and professional audio equipment’s.

Job responsibilities

Sales Management Managing and motivating a team to increase sales and ensure efficiency; analysing sales figures and forecasting future sales volumes to maximize profits; analysing and interpreting trends to facilitate planning; Target and incentive management.

Product Management Managing stock levels and making key decisions about stock control. Coordinating with principals (Samsung) for forecasting and marketing activities. Controlling ageing inventory and cost-efficient solution to liquidate them.

Administrative function Dealing with staffing issues: interviewing potential staff; conducting appraisals and performance reviews; and providing / organizing & conducting training on selling skills and product knowledge.

Customer service Responding to customer complaints and comments; touring the sales floor regularly, talking to colleagues and customers, and identifying or resolving urgent issues. Handled customer escalation & big ticket retail customers from Russian & African subcontinent

Marketing initiatives Actively involved in the marketing initiatives and contribute by offering creative inputs. Attending and chairing meetings; updating colleagues on business performance, new initiatives and other pertinent issues. Tie up with banking partners for various marketing & promotions activities. Negotiated and managed contracts with banks and Emirates for Skyward tie up with Harman House. Managed the marketing budget and Media planning with the agencies, Approving the Ad copy for the promotion for print ads and the radio ads. Managed the BTL and ATL activities.

Retail Operation Maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives, and monitoring what local competitors are doing; dealing with sales, as and when required. Competitor visit and analysis of selling price and promotional activities.

Retail Development Identifying and finalizing new store locations, coordinating the renovation of existing stores and fit outs of new stores that are coming up.

Event Management Planned and executed events including GITEX, DSF and warehouse sale.

Training & Development Analysing training requirement & bridging the gap thru external/internal trainings.

Previous position

Du -Retail Store Manager -(May 2006-Feb 2007)

Job Responsibilities

Retail Management: Responsible for planning and directing the retail operations including all related management functions with the end result of a positive customer experience. Involved in team building exercise in pre-launch stage. Managed store team of 8 members including two Asst. Managers. Involved in devising policies and procedures for retail operation in stores.

Resource management, Sales Target Management, Finance and Inventory management-Maintaining stock integrity, Stock Audits, Cash Audits, Monitoring Cash and Banking procedures. Planning and forecasting - Pre launch check of stores, stocks and processes.

Workforce Management- Team KPI – charting career graphs, Coaching and counselling. Rewarding & encouraging efforts. Maintaining the team spirit and motivation level thru effective team building.

Brand standards Compliance thru adherence to policies & procedures and effective sharing of Best practices with pear group.

Achievement

First Retail Shop Manager to be taken on board Du retail for helping retail operations Manager in launch of the Retail outlets of UAE 2nd telecom service provider DU.

Retail Shop Manager for the first Du Store opened in UAE for business simulation for CEO & Chairman.

Sold the first Du card during test phase to chairman and executive team of Du.

Extensively involved in the pre-launch testing of systems and processes for Du.

Led team of 8 members in number booking campaign in Al Ain and achieved the highest number of mobile numbers booking for Du in UAE.

Extensive training in Software BSCS, Wincash (POS), Wincash Logistics, Siebel CRM, Oracle (ERP), Mr. Sim, Ranger Clients- Fraud management, E-serve.

Du Retail Trainer for BSCS, Wincash -Point of sale & logistics and Siebel. Planned and executed training for 75 sales executives for systems training, product knowledge and selling skills.

IT project Domain Expert for Du-Emirates Integrated Telecom as Retail Store Manager- from May 2006 - February 2007 Team Size : 6 Location: DUBAI Role: Was to test the software for User Acceptance test and friendly user tests. Feedback to project managers to enhance the efficiency and user friendliness and process alignment of the software. Involved in System Integration Test, User Acceptance test, Retail Business simulation and Final Integration of software.

Previous position

Orange Shop Mumbai : Store Manager (Dec 2004 – April 2006)

Orange was re-branded as Hutch and is now VODAFONE INDIA. Orange/ Hutch are telecom brands of Hutchison Max Telecom Ltd.

Achievement Awarded the Best Shop Manager among 14 shops in Mumbai in the 1st quarter of 2005.

Job responsibility

The core focus of the job is customer service and increasing sales of mobile connections & value added services, which would enable the sustenance of the shop. Focus on retention of the existing customer base.

Retail store floor management: Directed workflow, supervised & trained team in handling high volumes averaging 500+ customers a day whilst maintaining high customer focus, quality customer interactions & Revenue enhancements thru strong sales drive. Understanding forthcoming customer initiatives and monitoring what local competitors are doing. Planning and implementing merchandising process, layout and customer traffic flow. Managing customer service activities, selling and staff competence in these areas. Maintaining awareness of market trends within the Telecom retail industry.

Inventory Management: Purchase, inventory management & merchandising. Managing stock levels & making key decisions about stock .

Business Commercial & Reporting: Planning, forecasting, and reporting on sales, costs and business performance. Analysing sales figures and forecasting future sales volumes. Liaising with and utilizing support from suppliers, merchandisers and other partners as required. Seeking and continuously developing knowledge and information about competitor’s activity.

Workforce Management: Handling a team of 24 executives.

Hospitality Experience

Grand Hyatt Dubai

UAE

Guest Services Officer

Dec 2003- Dec 2004

JW Marriott Hotel Mumbai

India

Front Office Executive

March 2002- Dec 2003

ITC Grand Maratha Sheraton & Towers Mumbai

India

Guest Services Coordinator -Front Office

Dec 2000- Feb 2002

Casino Group of Hotels

India

Asst Manager-Food & Beverage

Jun 1998-Nov 2000

Software competency

Telecom Software

BSCS, E-serve, Dr.Sim, Rangers Client-Fraud management

Point Of Sale

Wincash Sales & Micros

ERP

Wincash Logistics, Scala version 5 & Oracle ERP, SAP

Hotel Operation Software

Opera, Reserve, Fidelio, Marrweb

Microsoft Applications

Microsoft Office, Outlook, Word, Excel, Visio & PowerPoint

Customer Relation Management

Hubspot, Zoho, & Siebel

Trainings

Advance Google Analytics (Oct 2020)

Google Analytics for Beginners (Sep 2020)

Selling For Success by Gazing Performance Systems Dec 2013

Strategic Account Management by Gazing Performance Systems April 2014

Branding Foundations, Marketing Foundations, Critical Thinking, Key Account Management, Sales Management Foundations, Sales Negotiation, The Science of Sales (Dec 2017)

Xerox Product Training-MFP and MPS (Online training)

Training on ChubbSafes, Security & Access Control

2 day technical training on Audio-5.1 and 2.1 sound demonstration -by Eric Erickson

Customer Services Training for Retail Sale- Harman Middle East.

Retail Academy

Retail Store management training – 15 days Al Habtoor grand, Dubai.

SPIN sale, Selling technique, Team Building-1 week Nad-Al-Sheeba

Spirit to serve & Essential Skills Training for management

Training in life saving skills - Fire Safety, First Aid & safety precautions.

Diploma in filmmaking- Mumbai 6 months (2014-2015)

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