Muhammad Subhan

Experience

• 

  Lahore School of Economics

  Jan 2017 - May 2021

  Teachers' Assistant

  • Assisted in the development and implementation of innovative teaching strategies to enhance the overall learning experience.• Provided valuable guidance and support to students, addressing individual learning needs and fostering academic growth.• Assisted in the creation of supplementary materials to reinforce classroom concepts and facilitate deeper understanding.

• 

  AkzoNobel

  Jun 2018 - Aug 2018

  Finance Intern
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  Purus HiTech

  Nov 2018 - Dec 2018

  Social Media Intern

  Social Media Intern at a home automation startup in Pakistan

• 

  Beaconhouse School System

  May 2019 - Jul 2019

  Digital Media Intern
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  NTEICO

  Aug 2020 - Jul 2021

  Digital Presence Analyst

  • Refined customer journey mapping, optimising UX and increasing customer engagement by 20%.• Analysed user behaviour data using GA4 and Hotjar, identifying opportunities for UI/UX improvements that increased average session duration by 18%.

• 

  METRO Pakistan (Pvt) Limited

  Sept 2021 - Apr 2023

  • Led the end-to-end integration of Freshdesk CRM across online and offline channels, resulting in a 19.5% increase in ticket volume, a minimum 11% reduction in top 5 complaints, and an 8% increase in B2C NPS.• Reduced store returns by 18% through article-level complaint analysis and strategic vendor management.• Optimised the METRO Rewards redemption process, achieving a 15% increase in redemption rates via targeted marketing campaigns.• Expanded the loyalty customer base by 200% and increased average basket size from 25% to 47% higher than non-loyalty customers. Show less

  • Customer Experience Analyst

    Apr 2022 - Apr 2023

  • Management Trainee

    Sept 2021 - Mar 2022
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  BAT

  May 2023 - Aug 2024

  Digital Platform Executive

  • Oversaw content on the NZ B2B online platform to ensure 100% compliance with LEX NZ regulations, resulting in zero legal incidents, particularly through the dedicated VUSE Info Hub. • Coordinated with NZ End Market and Salesforce devs to implement an automated returns submission process for non-compliant products, increasing return rates by over 66% and reducing processing time to 48 hours.• Optimised delivery routing across NZ North Island (NI) and South Island (SI) reducing delivery travel costs by 19%. • Introduced an emergency order fee of $25, offsetting the cost of first free delivery and generating $14,000 in profit for the business. • Streamlined product placement using heat maps, leading to a 12% increase in new category products for NZ.• Managed Hotjar CRM for Vuse.co.nz, raising the NPS Score from 76% to 85% through effective complaint resolution. Show less