Bilal Arif

Experience

• 

  Babyplanet.pk

  Jul 2019 - Nov 2021

  -Designed and implemented Internal Controls within the department. -Recruited and trained a new central team, responsible for improving Customer Experience.-Pre-Sales and Post Sales Assistance.-Responsible for improving the NPS score nationwide. -Analyzing the product demand and ensuring availability on the website accordingly. -Keeping a record of customer interaction and details of actions taken. -Monitoring courier activities to ensure timely deliveries and minimize Sales Return. -I was responsible for the verification of cases to process customer refunds. Show less

  • Sales and Customer Experience Manager

    Sept 2019 - Nov 2021

  • Customer Care Executive

    Sept 2019 - Oct 2019

  • Business Development Intern

    Jul 2019 - Aug 2019
• 

  Foodpanda

  Dec 2021 - now

  Vendor Growth & Management at foodpanda - Delivery Hero

  -Relationship/Account Management; resolving issues; vendor education, and vendor retention (100+ accounts). -Responsible for making growth plans for restaurants and optimizing customer journey on their menus to achieve maximum conversion by analyzing different data points e.g. CTR, no. of sessions, Deals and discount %, DLPs & DLDs.-Upsell ad services (NCR) to the vendors and generated revenue of PKR 15M+-Acquired 350+ deals and discounts which helped the vendors to increase their conversion rate by 4.3%..-Helped restaurants to grow digitally by improving their operational KPIs which resulted in optimized performance of vendors and improved results. -Menu optimization of 192 vendors.-Leaded a DLP project within the department and added 7044 DLPs for 472 vendors resulting in a 76% restaurant visit increase and 28% order influx. -Responsible for Nationwide NCR cancellation requests. -Responsible for vendor case management and providing a suitable resolution for vendor cases to increase vendor satisfaction. -Quality assurance and Quality Control. Show less