Mohamed Shaheeran Mohamed Jalalludin

Work History

Work History
2012 - Present

Senior Manager

SPANCO SDN. BHD.
  • Managed 2 main sections – Account Management and Customer Relationship Management (CRM).
  • Establish annual KPIs for the Division through the Annual Management Plan (AMP) – covering strategic planning and budgets.
  • Establishing good relationship with key customers (Federal Government of Malaysia) – both at working level and decision-making level – to ensure their prerequisites are met that will eventually induce fleet growth.
  • Planning and Execution of appreciation events for government officers as part of social engagements to appreciate their support to SPANCO.
2010 - 2012

MANAGER - CUSTOMER RELATIONSHIP MANAGEMENT

EDARAN OTOMOBIL NASIONAL BERHAD
  • Managed 4 main sections – Call Centre, Loyalty Management Programme (Sahabat EON), Database Management & Relationship Marketing.
  • To ascertain all inquiries and customer complaints are managed in accordance with the agreed Service-Level-Agreement (SLA) – via telephone calls, emails, fax and walk-in customers. When needed, represented the company at tribunals.
  • Developed and implement Sales, After-Sales and Customer Relationship Management (CRM) campaigns in line the company’s policies and newly-developed branding guideline to achieve customer satisfying experience and retention.
  • Planning and execution of initiatives to increase the number of Sahabat EON members to sustain customers for the after-sales business segment.
  • Planning and execution of Customer Life Cycle campaigns to retain and re-engage customers to increase the Dollar-Per-Car (DPC) for the After-Sales Division.
  • Managed and enhanced the quality of customer database in order to facilitate various customer contacts points that includes producing leads for cross-selling and up-selling communication plans.
  • Manage internal communication at branch level to ensure all customer engagements are in compliance with the Customer Satisfaction Index (CSI) and campaign objective(s).
  • Event planning and execution of both sales-driven and appreciation-driven events at both HQ and branch levels.
  • Support ‘Change Management’ initiatives based on direction set by the Top Management.
2008 - 2010

SENIOR EXECUTIVE - CUSTOMER RELATIONSHIP MANAGEMENT

HONDA MALAYSIA SDN. BHD. 
  • Managed 3 main sections – Loyalty Management, Database Management & Safety Driving Programme for Honda owners (CSR).
  • Editor for the With Dreams magazine for Honda Malaysia – branding communication to all Honda owners through lifestyle angle.
  • Planned and executed test campaigns and thematic campaigns based on the company’s agreed Customer Life Cycle’s contact point(s) and the company’s brand guidelines.
  • Capturing and enhancement of customer database with a unified view to assist in customer touch points management.
  • Worked closely with other department to increase the sales and after sales engagement with customers through integration with BTL campaigns.
2006 - 2008

EXECUTIVE - CUSTOMER RELATIONSHIP MANAGEMENT

HONDA MALAYSIA SDN. BHD. 
  • Planned and executed events for customer appreciation programmes.
  • Planned and executed test campaigns for loyalty management and gauging response rates.
  • Junior editor for the With Dreams magazine – Honda Malaysia’s quarterly magazine.
  • Support HOD on CRM system user requirements formation and also the project’s proof of concept (POC).

Education

Education
Jan 1993 - Dec 1997

O Level

Sekolah Menengah Sains Tuanku Jaafar

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