E-commerce & Customer Support Executive at Landmark Group, managing the end-to-end website content enhancement and implementation for the e-commerce sector of Babyshop, a leading children's retail brand in the Middle East and Africa.
6+ years of experience in planning, launching, and analyzing online marketing campaigns and sales driven initiatives, liaising with internal and external stakeholders, and coordinating with buyers and suppliers to implement new systems for content management,
Overview
11
11
years of professional experience
Work History
E-Commerce & Customer Support Executive
Landmark Group
Dubai
06.2018 - 03.2025
Company Overview: Managing the end-to-end website content enhancement and implementation for the e-commerce sector of Babyshop, a leading children's retail brand in the Middle East and Africa
Responsible for all e-commerce uploads for Babyshop on of the site (Territories: UAE, KSA, KWT, BAH, QAT)
Coordinate with the various departments in the organization and manage overseas copywriting agencies towards upload of product content on the e-commerce website
To manage & divide the workflow achieve deadlines
Responding to customer inquiries and issues via [phone/email] and providing timely, accurate, and helpful solutions
Troubleshooting product/service-related issues and ensuring that customers are guided through clear, step-by-step solutions
Collaborating with cross-functional teams to resolve complex customer concerns and escalate issues as needed
Providing product information, processing returns, refunds, and exchanges, and ensuring compliance with company policies
Identifying recurring issues and offering suggestions for process improvements to enhance customer experience and reduce common complaints
End to end website content enhancement and management, ranging from idea generation, creation, production and implementation
Revising the website navigation and backend category structure to improve user experiences and SEO
Liaising with internal marketing teams to plan, implement and launch yearly marketing campaigns and sales driven initiatives
Analysing overall site performance and conducting in-depth competitor analysis with respect to different categories
Coordination with buyers and suppliers to implement new systems for content management such as content automation
Partnering with diverse brands to create brand specific landing pages and plan promotional campaigns centred around new launches
Handling Content related Ecommerce sector of Babyshop
Analyzed common complaints, contributing towards product improvements.
Launching new season with fixed product counts on the launch date
Coordinated timely delivery of products, enhancing overall customer experience.
Coordinating the workflow from the studio and merchandising department
Encoding and decoding the Impex's and HTML codes
Have achieved experience in CMS and Hybris HMC software & Jira Software
Worked on A/B Test Projects for Babyshop and Centrepoint - Replacing old images with New Guideline images to check on Comparison of Old and New images on the website
Worked on A/B Crop Test Project for Babyshop and Centrepoint - Sequencing cropped images and full-size images on Website
Worked on Babyshop Visual Navigation Project
Handling Jira Tickets - Assigning the tickets to concerned persons and discussing them with the team
Managing the end-to-end website content enhancement and implementation for the e-commerce sector of Babyshop, a leading children's retail brand in the Middle East and Africa
Business Development Executive
Carelab Medical Surgical Equipment & Instruments Trading L.L.C
Dubai
01.2015 - 05.2018
This role molded me to become a goal-oriented professional and a good team player with strong sales skills such as analytical, planning, strategy, and negotiation skills in order to identify new business opportunities and new ways to promote and provide service offerings to better meet the needs of the market
Handling a high volume of customer inquiry whilst providing a high quality of service for each query and managing an efficient document management system for history on data records
Retaining the existing customers by maintaining a professional relationship
Also analyzing strategic partnerships and services to strengthen relationships
Developed systems to track sales orders and ensure they are scheduled and dispatch on time
Coordinated procurement and carried out negotiations with our suppliers during purchase
Efficiently using all mediums for correspondence of queries- including face-to-face communications/meetings, via teleconferences, and emails
Coordinating End to End sales inquiries to delivery and after-sales support
Efficient research and identifying potential customers to increase daily sales
Analyzing and establishing strategic business partnerships and alliances with key suppliers
Preparing target sales reports, charts, and forecasts for leadership
Administration Executive
Kachora General Maintanance L.L.C
Dubai
02.2014 - 04.2014
This role helped me become a highly analytical and detail-oriented professional providing thorough and skillful support to the team
Also became effective at multitasking and working under pressure to accomplish overall objectives
Preparing Invoices & Quotations
Assisting Managers with client meetings, sales report presentations, and budget forecasts
Stock Management
Daily inventory management
Coordinating data gathering between the Finance team and sales teams
Education
Bachelors - Business Administration (Finance)
Manipal University
Dubai
High school or equivalent - Commerce
Our Own Indian School
Dubai
Skills
Data entry proficiency
Complaint management
Order tracking
Positive attitude
Supplier and courier liaison
Freshdesk
Microsoft Office proficiency
Effective listening
Email management
Jira
Microsoft Excel, PowerPoint and Word
Team building
Communication skills
Languages
English
Fluent
Hindi
Intermediate
Malayalam
Native
Affiliations
Sports
Music
Travelling
References
References available upon request.
Timeline
E-Commerce & Customer Support Executive
Landmark Group
06.2018 - 03.2025
Business Development Executive
Carelab Medical Surgical Equipment & Instruments Trading L.L.C
01.2015 - 05.2018
Administration Executive
Kachora General Maintanance L.L.C
02.2014 - 04.2014
Bachelors - Business Administration (Finance)
Manipal University
High school or equivalent - Commerce
Our Own Indian School
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