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Customer Service cum Analytics Manager

Confidential Company

Posted on January 12, 2020

10 - 16 years Ras Al Khaimah - United Arab Emirates

Any Graduation. Any Nationality

Children Education, Medical Insurance, Paid Leaves, Air Tickets, Dining and Bonuses.

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Job Description

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We are currently seeking Customer Service cum Analytics Manager to be part of our dynamic team. Responsible for planning, implementing and directing the sales orders execution to achieve company objectives especially in making sure 100% customer satisfaction with the services rendered and ensures that they exceed customer’s expectations. This position will lead and train a team of representatives and support staff to handle customers accounts in a professional and mutually beneficial manner.

He/she will be responsible for lead the sales support team in executing customers orders, developing business reviews on the Market performance as well as the Industry Performance, conducting periodical assortment reviews, review market trends and competitor’s analysis, potential and existing customers business plans, to be shared with key stakeholders with the aim of enabling the business to make strategic decisions. You will partner with cross-functional stakeholders to understand their analytical and business needs and provide data for informed decision-making. You will also need to think strategically, connect the dots of the bigger picture, as well as being comfortable in the details of the deliverable.


Assist in developing sales strategy to achieve organizational sales goals and revenues
Lead, monitor the daily activities of the sales coordinators and execution of job orders.
Daily coordination with sales managers and business partners on the tasks to be undertaken.
To monitor and report finished goods stocks level and advise the sales personnel accordingly.
To interact with Logistics on daily basis and send the list of items to be dispatched and closely monitor the same
To inform sales personnel on the dispatches and pass on the plans of the items to be dispatched the next day.
Review and monitor the activities and performance of the sales team against the set targets.
Lead, draft and present the sales presentations, dashboard and proposals
Keep track of periodical customer feedback and advise corrective steps to improve the services
Review lost sales and customer accounts and present timely reports to Management.
Interact with customers by phone / mails and periodic visits to understand the issues and initiate necessary measures to improve services and support.
Source, procure and analyze data and information to identify potential sales opportunities
Cultivate effective business relationships with executive decision makers in key accounts
Lead planning and execution of trade shows, exhibitions and attend trade meetings and industry conventions.
Reviewing analysis of all sales activities and marketing campaigns, with the aim of providing reports and summaries to direct manager, the rest of the team and other functions
Collaborating with IT and the rest of the team in creating databases to capture all sales data, remaining responsible for the management of these databases and the collection & input of data through sales support team
Conducting market researches aimed at determining product perceptions, understanding customer needs, evaluating market penetration, analyzing competitors
Analyzing customers’ assortments in order to periodically review them to maximize sales in accordance with forecast levels and stock requirements
Monitoring the order and sales progress, as well as the sales portfolio, and provide timely and strategic insights to the sales team for target achievement
Analyzing and assessing demographics, prices and distribution channels
Creating and managing sales dashboards, which visualizes fundamental performance indicators
Analyzing competitors’ trends and business results, sharing then key info and reports with direct manager, Marketing and Sales function
Analyzing sales and marketing metrics for identifying effect-cause relationships between financial outcomes and marketing/sales actions to raise profitability
Assessing client's promotional needs, by performing extensive market researches on sell-out data
Providing direct manager with daily and weekly summaries and reports on business results and other key figures for the Team.
Support Key Accounts Managers with all on-going sales, service and communication with clients and prospects.
Manage projects around the development of our solutions business, including marketing and prospecting efforts, thought leadership and events.
Cultivate strong relationships with clients becoming the 'go-to' person for account specific information, which can include information, portfolio, performance, compliance, clarifications and modification, and SOA reconciliation.
Gather critical data to quickly respond orally and in writing to client information requests.
Write and publish client meeting summary notes posted to firm wide client relationship management systems.
Assist with new client on-boarding- supporting clients through the process of opening new accounts with Majan.
Contact external customers and regional business development personnel to gather information and interpret basic product and service needs of customers and develop equipment solutions to meet needs.
Draws on basic/developing product knowledge and customer, BD/Sales, and technical adviser input to develop bid proposals or solutions.
Ensures that all aspects of the commercial and technical transactions of a sale are appropriately executed.
Oversees the order- fulfillment and after-sales support processes to ensure customer satisfaction.
Plan, lead and execute sales and customer services training to develop knowledge of relevant Majan business model(s) and product/service offerings.
To efficiently manage the customer replenishment process focused on service delivery and consistent satisfaction achievement.
Assist in Contingency Planning with market feasibility reports and detailed analysis.
Optimize distribution costs by collaborating with Physical Logistics, Production and Transportation
Participate in alignment meetings with Demand Supply Planning and Generating Demand
Review all third-party raw data accuracy, by validating data vs agreed standards
Continuous cleaning the data and continuous checking about data accuracy appearing in all published reports

Publish the weekly and monthly sales dash board by brand by region accompanied with analytical insights
Tracking new launches performance through designing a tracker and follow up with team about new results performance

Printing / Packaging

Sales / Business Development

Desired Candidate Profile

10-12 years’ experience with Printing & Packaging or similar industry.
BA/BS degree in related field (Economics, Business Administration, Finance or Accounting).
Excellent English communication skills
Demonstrated aptitude for analytics and customer services
Extremely organized and details oriented, with advanced expertise in MS mainly Excel, power point and Access applications
Strong analytical capabilities and ability to manage reporting and databases
Focus on results and respect of deadlines
A dynamic, proactive, flexible and curious individual, fast learner and committed to teamwork
Able and confident in dealing with a broad and complex range of SKUs
Able to work effectively under pressure and to get things done with constantly changing priorities, projects and deadlines
Able to perform complex analysis and synthesis into reports and executive summaries
A critical thinker: able to identify issues, make recommendations for improvement, achieve consensus and support implementation


Customer Service Sales Analytics Business Development Sales Support Marketing Sales & Marketing Sales & Business Development Corporate Sales Client Relationship Management Client Services Manager Client Servicing Business Analysis

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