Sales, Marketing, and Customer Success Management

Maysan Hajeb

Toronto, ON

******.*****@*****.*** • 647-***-****

B2B & Commercial Sales / Brand Creation & Management / Sales & Revenue Growth Process Improvement / New Product Design / Team Leadership & Training / Customer Success

Motivated and innovative sales, marketing, business development, and customer success expert with over 15 years of experience driving sales, revenue growth, and retention. Talented brand manager capable of raising product profile and accurately targeting key publics. Detail-oriented organizational specialist with long track record of identifying and eliminating process inefficiencies in inventory control and budgetary management. Exceptional team leader dedicated to offering opportunities for professional growth to simultaneously advance team member careers and company objectives.

Areas of Expertise:

• Strategic Planning & Implementation

• Cost Reduction & Inventory Control

• Market & Competitor Analysis

• Budget Administration & Management

• Executive-Level Communication

• Client & Stakeholder Relationship Management

• Sales & Business Development

• Customer Success & Retention

• Staff Development Initiatives

• Multilingual

Professional Experience

DUN & BRADSTREET – Toronto, Canada

Client Success Director (12/2021 to Present)

Managing ongoing contractual relationships and the operational delivery of services to clients in line with SLAs and KPIs to ensure client satisfaction, retention, and growth.

Handling high impact and complex customers across various sectors and for all lines of business (Sales & Marketing, Finance & Risk, and Third-Party Risk & Compliance). Leading a wide range of business meetings, such as discovery, onboarding, process reviews, solution adoption reviews, and customer knowledge sessions. Engaging with customers through executive business reviews to better understand and document use cases, objectives, and initiatives within the customer’s environment. Analyzing client usage and setting plans of action with the Sales Team to ensure clients and strategic partners continue to grow and prosper through fully utilizing D&B data and analytics. Optimizing up-sell and cross-sell opportunities through understanding how customers leverage D&B Data.

LEYTON – Toronto, Canada

Business Development Manager (04/2021 to 12/2021)

Assisted companies across various sectors improve financial performance without impacting core business through the implementation and optimization of Innovation Incentives and Tax Recovery Strategies. Managed the entire sales process from prospecting to contract signature. Diagnosed prospect business climates, challenges, strategic needs, and pain points to devise a value-added proposal that would positively impact business. Generated leads through market research and personal network. Liaised with consultants, professionals, and associations to identify and develop business leads through referrals. Managed existing client accounts to secure repeat business and evaluate eligibility for additional programs and / or grants.

MAPSTED CORP – Mississauga, Canada

Customer Success Manager (09/2020 to 04/2021)

Created client-specific onboarding systems to ensure seamless adoption of Mapsted’s unique technology, hence guaranteeing long- term success, higher Net Promoter Score, and increased Customer Lifetime Value. Developed and managed the customer experience framework. Built solid client / interlocutor relationships to help qualify additional potential, resolve concerns, and anticipate future needs. Evaluated departmental work processes to optimize results and improve customer loyalty. Served as a liaison point between the customer and the company, enforcing open communication lines and free information flow. Worked closely with key stakeholders to identify best practices and targeted strategies for revenue acceleration. Integrated technological, commercial, and marketing tools necessary to ensure continued mutual success. Provided ongoing training and support to help clients derive full use of systems.

Strategic Sales Manager (05/2019 to 09/2020)

Built a comprehensive client portfolio and managed Mapsted sales across various verticals, including transportation hubs, museums, and property development management firms. Used innovative outreach strategies to engage customers with targeted messaging. Managed the full sales cycle and delivered a consultative sales experience. Determined client requirements and matched them with appropriate SDK packages, considering corporate short-term and long-term objectives. Recommended and sold relevant add-on services to maximize revenue and profitability. Negotiated pricing elements and finalized agreements strategically. Liaised with R&D, Engineering, and other internal teams to ensure optimal outcome for each client.

CHALHOUB GROUP – Dubai, UAE

Commercial and Marketing Director (04/2018 to 01/2019) Managed all internal business units, working with multiple global brand houses, such as L’Oréal Luxe, LVMH, Estée Lauder Group, and Swarovski – among others – and assumed full accountability for the company’s P&L and stock levels. Carried out successful negotiations to improve margins, enhance brand share of voice, secure brand agreements, and grow profits. Managed a portfolio of diverse client accounts, handling commercial contracts, product placement, advertising, and brand ambassador incentives. Supervised a group of highly skilled brand managers leading product proposal preparation and development of product launch plans. Enhanced the order placement process and delivery infrastructure to optimize customer experience. Improved inventory control procedures to achieve 15% reduction of excess stock. Achieved 130% (bottom line) of budget despite economic volatility.

Senior Commercial and Marketing Manager (01/2014 to 03/2018)

Headed division operations ensuring continued business growth while optimizing key metrics, such as sell-in, sell-out, net profit margin, customer satisfaction, and employee engagement rate. Closed prominent commercial deals resulting in wider product distribution networks available to the company. Emphasized self- motivation and set a high standard for excellence with ongoing training and professional development opportunities. Contributed substantial savings to the company through improved spending practices and better inventory control. Introduced own-brand fragrances and accessories to new retail channels. Drove purchase of high-end fashion brands by Duty-Free retailers throughout the Middle East, meeting budgetary forecasts and catering to customer demographics and buying trends. Placed emphasis on customer service optimization with surveys and benchmark analysis.

Commercial Manager (03/2012 to 12/2013)

Directed implementation of department business plans through commitment to success and demonstrated ability to understand brands and target audiences.

Managed a diverse portfolio of luxury beauty and accessories brands with the goal of enhancing sales, market share, and overall exposure. Led consistent inventory control system improvements with stock control optimization and innovative purchasing plans. Developed and launched best-selling in-house fragrance and accessories brands Voile Parfums and Lola Léoni. Utilized targeted market analysis to identify and take advantage of market trends. Tracked performance across entire department and made requisite changes. Recognized for successful creation of Voile Parfums with company Entrepreneurial Spirit Award.

AJMAL PERFUMES – Dubai, UAE

Head of Travel Retail (07/2008 to 02/2012)

Managed business and marketing plans, product placement, budget administration, and monthly / yearly sales targets within the Travel Retail channel.

Increased sales and market share with concerted effort to raise brand profile and recognition globally. Grew the international AJMAL Duty-Free and In-flight retail network through ongoing relationship development and tenacious negotiation. Controlled all aspects of advertising and promotional activities and ensured alignment with overall marketing and brand strategy. Directed the development of brand image and PR for new product launches. Drove marketing campaigns to success in new and existing markets. Designed product, packaging, and branding for new bespoke luxury fragrance for leading luxury retailer in the Middle East. Education and Credentials

Master of Business Administration (MBA) • American University of Sharjah – Sharjah, UAE

Bachelor of Science in Business Administration (Information Systems & Management) • American University of Sharjah – Sharjah, UAE

LLQP Certified - Licensed Life Agent

Other Certifications: Women in Management MBA Workshop – Negotiation Skills Coursework – Customer Service Skills Coursework – The Flexibility of Beyond Budgeting – Cultural Diversity Training

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