Mariam Moh'd Al Mass
Summary
Dynamic and results-driven CRM Manager with over 17 years of experience in the automotive industry. Proven track record of enhancing customer relationships and driving sales growth through data-driven strategies and personalized marketing initiatives. Adept at leveraging CRM tools to analyze customer behaviors, optimize processes, and foster collaboration among sales and service teams. Passionate about delivering exceptional customer experiences and committed to contributing to the success of Euro Motors.
Overview
18
18
years of professional experience
Work history
Assistant CRM Manager
Euro Motors
01.2016 - 11.2024
- Planning and delivering the CRM strategies across Euro Motors encouraging customers retention and loyalty measures
- Deciding on the CRM platform structure ensuring it seamlessly works across the departments in the company and captures all required information at key points in the customer’s life cycle
- Customer Journey mapping analyzing customers’ touch points and maximizing commercial opportunities through enhancing customer service and effective communication channels with customers
- Working closely with all departments to ensure that the CRM works effectively in all aspects of the company
- Achieve BMW CRM targets by ensuring implementing CRM measures via marketing and CRM activities
- Monitor and maximize customer lifetime value strategies ensuring maximum profitability
- Ensuring the database is segmented effectively for targeted marketing activities
- Monitoring database cleansing on regular basis
- Handle customer complaints/ feedback as and when required
- Observe new trends in the workshop or showroom and report to CRM manager to take measures in liaison with other departments
- Handle VIPs and Government accounts ensuring best customer service is provided
- Ensure achieving CSI targets on monthly, quarterly and yearly basis
- Manage customer complaints and analyze complaints categories
- Coach and train CRM and Call Centre staff to ensure they comply with the company and brands requirements
- Handle staff leave planning and shifts
- Monitor staff attendance, appearance and performance making sure they maintain the highest standards
- Update CRM QMS and make sure it is in line with the process in liaison with internal audit team
Senior CRM Assistant
Euro Motors
04.2014 - 01.2016
- Handling BMW CSI program and data submission on monthly basis making sure that the figures are in line with the Sales and Aftersales submission
- Ensure customers’ satisfaction though the CSI follow up calls
- Escalate customers’ issues to management in case of high authority requirement
- Highlight any trending issues facing customers for corrective actions
- Carry out induction training for all new staff members making sure they are in line with the company’ policies and procedures
Customer Relation Assistant
Euro Motors
05.2007 - 12.2009
- Carry out follow up calls for sales and service making sure that the customers are satisfied
- Handling customers’ complaints / enquiries
- Update customers’ profile making sure that the basic and additional information are logged on our CRM system
- Arrange service appointment for VIP customers and government fleet making sure they are provided with the best customer service and mobility whenever required
GM Secretary
Layaleena Magazine
02.2007
- Answering incoming phone calls, handle inquires and transfer calls to other staff as appropriate
- Respond, handle and distribute e mails to staff and others as appropriate
- Typing memos/letters
- The classification and filing of general documents
- Preparing minutes of meeting
Education
Diploma in Office Management -
University Of Bahrain
Languages
English
Arabic
Personal Information
- Hobbies: Reading general interesting books., Internet
- Date of birth: 01/23/87
- Nationality: Bahraini
- Marital status: Married
Additional On Job Training
- CIC EXCELLENCE Customer Centricity, 10/01/18
- Voice of the customer, 02/01/18
- Online Appointment Scheduling - Operative (ENG), 02/01/18
- BMW Brand Identity to Customer Experience, 02/01/18
- Aftersales CRM(Customer Relationship Management), 06/01/17
- Welcome to part sales BMW, 06/01/17
- Integrated Service Processes Application, 12/01/15
- BMW Online Customer Care Management System workshop, 01/01/15
- ICT Service Assistant / Receptionist BMW-MINI, 08/01/15
- Brand Behaviors in Retail Customer treatment in Aftersales, 07/01/15
- Selling is Service: A new paradigm workshop, 05/01/15
- Creating great customer experiences workshop, 04/01/15
- BMW CSI and CCMS, 12/01/14
- Preparation exam for key English test (KET), 06/01/14
- Developing yourself as a team leader workshop, 04/01/14
- Email writing for customer service workshop, 03/01/14
- Be motivated and learn how to motivate others, 10/01/13
- International Diploma in Interpersonal skills, 03/01/13
- Speaking English Course from Berlitz, 11/01/12
- Commitment and Loyalty, 09/01/12
- Communication Skills, 09/01/12
- Creativity and innovation, 09/01/12
- Ownership Certification, 09/01/12
- Diploma in Interpersonal Skills, 09/01/12
- Effective Time Management from Horizons, 09/01/09
- Personal development skills through NLP, 12/01/08
- English Course from Berlitz level 2, 10/01/08
- Communication Skills (Arabic) from BIBF, 09/01/08
- Work Ethics, 09/01/08
- Winning Customer Service from BIBF, 09/01/08
- BMW Back to Basics Professional Telephone Skills Training, 05/01/08
Affiliations
- Reading general interesting books.
References
References available upon request.
Timeline
Assistant CRM Manager
Euro Motors
01.2016 - 11.2024
Senior CRM Assistant
Euro Motors
04.2014 - 01.2016
Customer Relation Assistant
Euro Motors
05.2007 - 12.2009
GM Secretary
Layaleena Magazine
02.2007
Diploma in Office Management -
University Of Bahrain
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