Althaf M. Sulaiman
Dubai,UAE
Summary
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
DubaiHigh school or equivalent - Commerce
Our Own Indian School
DubaiSkills
- 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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