Mohamed Shaheeran Mohamed Jalalludin

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.

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.

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.

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).