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| Senior CRM Manager | | | Ref. Number: | CRM11341 | | |
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| Personal Information |
| Personal Profile: | Residency: SHANGHAI
Work Experience: >12 years
Email:elian.mao@gmail.com
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| Current Position |
| Current Job Title: | Senior CRM Manager |
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| Current Location: | Shanghai |
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| Current Salary: | 20-40,000 $ |
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| Preferred Position |
| Preferred Job: | CRM related |
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| Preferred Location: | Australia, NZ |
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| Preferred Salary: | 20-40,000 $ |
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| Education | 1996/10--1998/12：Master of Business Administration Southern Cross University, Australia
1990/01--1993/01: Electrical Engineering, college degree
Shanghai University of Science and Technology
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| Working Experience | 2001/11--Present：Domino Coding Limited：Senior CRM Manager (Property：exclusively UK-owned enterprises)
1.To discriminate and verify a quality CRM system seriously align with business requirement and Domino Group Standard
2.Full responsibility of CRM project implementation, directly report to top management team.
3.Full responsibility of CRM system in company wide training, CRM culture forming, tracking and assessment
4.To establish and maintain customer pyramid system according to the Channel standard and Domino China application; customer analysis support to the sales, marketing and service strategies organization.
5.Domino China website establishment – join the project training in the headquarter of Cambridge, UK
6.To edit and issue “Customer Focus” (Domino China customer newsletter) quarterly – tightly support and coordinate with marketing promotions and new product launch etc.
7.Professionally handle customer complaint hotline, tracking and organize the problem solving and report top management
8.To implement customer satisfaction survey every fiscal year
Achievements：
•Successfully complete a integrated CRM system with ERP system according to the project schedule
•Organize and conduct system training for all the concerned functions, complete data maintenance guideline and policies related
•Establish 3 localized customer pyramids base on Domino group guideline to support sales, marketing and service strategies.
•Domino CRM project won “The Best Practice CRM 2005 “ by best industry machine category.
•Accomplish the upgrade DCL website into the group one early before the project schedule.
2000/04--2001/10：ShopAll International Trade Co., Ltd
Senior Customer Service Manager
(Property：exclusively HK-owned enterprises)
1.Leading a professional customer service team to support e-business；
2.Programming and manage the project of e-business and outsourcing logistics
3.Sep up a call center to support e-business; running management
4.Programming and implement CRM project with the most famous software of Siebel.
Achievements：
•Build up a standardized system to manage, control and track customer service processes.
•Standardized operation processes to match business requirements in the manner of effectiveness and efficiency.
•Organized a call center and service team
•Embedded study and research for the applications of call center and CRM; Programming and implement CRM project supported by IT department (Siebel)
•Joined ERP project implementation (Platinum)
•Lead the project to develop a web-based logistic information platform
1998/06--2000/02： Lion Nathan Beer & Brewery Co., Ltd
National Sales Administration Manager
Office Manager
(Property：exclusively Australia-owned enterprises)
1.Successfully forming and implement an integrity “Sales and Finance Operation Procedures” －one of the top standards of Lion Nathan operation in sales, F & A and logistics.
2.Audit and control the standard processed to be well executive in each regional office of Premium Beer Department
3.Successfully instauration several branch sales offices in Beijing, Wuhan, Shenyang, and Hangzhou.
4.Working closely with IT department to organize sales database to track and collect regional sales data.
5.Leading a sales analyst team to offer sales reports for decision making support
6.Implement the system of “Lion-Nathan In Field Executive” with Training Department and IT department. Tracking and auditing by data management
7.Emended and brought the “Customer Complaint Handling Procedure” into effect; complaint handling training for each regional sales team; red-flag cases handling coordinated with technical and PR department.
8.Periodical customer visit to investigate service quality and status; offer reports accordingly to support sales strategy and planning
Career：Internal promo twice
1994/10--1998/05：Shanghai Time International Co., Ltd
Assistant to the General Auditor
Assistant to the General Manager
Manager of Time Restaurant
(Property：Sino-America Joint Venture)
Assistant to the General Auditor：
1. Inventory control and check to each department and restaurant periodically
2. Petty cash control
Assistant to the General Manager/ Manager of Time Restaurant
1. Daily support work for GM
2. Support and cooperate to
3. Build up an organization structure for a new western food restaurant opening; training and management for the service team; a service system set-up 。
4. Hospitality management to keep the restaurant running in high level
Career：Internal promo twice
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| Other Skills | 1.Well understand and good experience in call center management.
2.ERP experience: project team member for Domino and Lion-Nathan
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