GIRISH NANKANI

CRM Strategy and Customer Engagement:

• Develop and implement CRM strategies to enhance customer engagement, retention, and lifetime value.
• Leverage customer segmentation and data insights to create personalized marketing campaigns across multiple channels (email, SMS, social media).

Data Analysis and Reporting:

• Analyze customer behavior to identify trends, preferences, and opportunities for targeted campaigns.
• Generate and present performance reports, using data to optimize CRM strategies and improve decision-making.

Campaign Optimization and Multichannel Marketing:

• Plan, execute, and optimize cross-channel marketing campaigns, focusing on customer satisfaction and sales growth.
• Use marketing automation tools to streamline processes and maximize ROI.

CRM System Management:

• Oversee CRM system implementation, optimization, and ongoing maintenance (e.g., Salesforce, HubSpot), ensuring seamless data management and integration.
• Regularly audit CRM data and systems to maintain accuracy and enhance user experience.

Team Leadership and Management:

• Supervised a team of 22 personnel, including therapists and receptionists, ensuring smooth daily operations.
• Provided guidance and support to staff in handling documentation-related challenges.

Marketing and Client Relations:

• Developed and executed targeted spa marketing strategies to drive customer acquisition and retention.
• Offered complimentary sessions to guests to build strong sales relationships and enhance customer loyalty.

Operational Excellence and Communication:

• Communicated daily operational updates to management and senior leadership, ensuring alignment with business goals.
• Managed client escalations, resolving issues promptly and effectively to maintain guest satisfaction.

Guest Satisfaction and Service Improvement:

• Ensured consistent high levels of guest satisfaction, fostering a welcoming and positive environment.
• Conducted regular client calls to gather feedback and address concerns, enhancing service quality and client relationships.
• Increased membership retention rates by regularly assessing member feedback and adjusting program offerings accordingly.
• Streamlined registration processes for participants, improving efficiency and reducing wait times during peak enrollment periods.
• Established partnerships with local businesses to secure sponsorships and funding opportunities for new program development or facility improvements.

Entrepreneurial Leadership and Business Management:

• Owned and operated a holiday home business in Dubai, managing all aspects of property operations, guest relations, and customer service for two years.
• Managed a salon and spa for two years, overseeing daily operations, team management, and ensuring high-quality service delivery.

Customer Relations and Problem Resolution:

• Effectively addressed escalated customer queries, leveraging strong problem-solving skills to resolve issues and ensure client satisfaction.

Leadership and Skill Development:

• Developed and honed leadership, client management, and operational skills through hands-on entrepreneurial experiences, resulting in a versatile and adaptable skill set.
• Established strong customer relationships through excellent communication and attentive service.
• Consulted with customers to assess needs and propose optimal solutions.
• Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
• Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.

Team Leadership and Operations Management:

• Led a team of 22 staff, including therapists and receptionists, ensuring efficient operations and high service standards.
• Oversaw operations of five branches to maintain consistency, quality, and operational efficiency.

Customer Satisfaction and Sales Growth:

• Ensured guest satisfaction by promptly addressing concerns and offering complimentary sessions to foster repeat business.
• Conducted follow-up calls to gather feedback and enhance service delivery, contributing to customer retention.

Communication and Reporting:

• Provided daily operational updates to management and senior colleagues, ensuring alignment with business goals and performance tracking.
• Increased membership retention rates by regularly assessing member feedback and adjusting program offerings accordingly.
• Established partnerships with local businesses to secure sponsorships and funding opportunities for new program development or facility improvements.
• Effectively resolved customer complaints or concerns promptly, demonstrating commitment to providing exceptional service at all times.
• Created a welcoming atmosphere for guests by maintaining clean, well-organized facilities that met all health code requirements.
• Leveraged social media platforms effectively to enhance visibility of recreational programs, attracting new participants from the surrounding areas.
• Managed staff scheduling for efficient operation of recreation facilities, ensuring optimal coverage during peak hours.

Team Leadership and Staff Management:

• Supervised a team of 15 staff members, including therapists and receptionists, ensuring smooth operations and a high level of service.
• Managed staff recruitment, onboarding, and termination processes, fostering a motivated and skilled team.

Marketing and Strategy Development:

• Developed and implemented effective spa marketing strategies to increase brand awareness, client engagement, and revenue growth.
• Conducted needs assessments or surveys to determine interest in or satisfaction with wellness and fitness programs, events or services.
• Demonstrated safe and correct forms for each exercise and piece of equipment.

Team Leadership and Staff Management:

• Led a team of 12 staff members, including therapists and receptionists, ensuring efficient operations and high-quality service.
• Managed staff recruitment, training, and termination processes, maintaining a skilled and motivated team.

Financial Management and Compliance:

• Oversaw the financial accounts for the spa, ensuring accuracy, compliance, and timely reporting.

Marketing Strategy and Implementation:

• Developed and executed targeted marketing strategies to drive brand awareness, customer acquisition, and revenue growth.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

Operations Management:

• Managed daily shop operations, including opening and closing procedures, ensuring smooth and efficient workflow.

Sales and Performance Tracking:

• Prepared and analyzed daily sales reports to monitor performance and identify growth opportunities.

Inventory and Expense Monitoring:

• Compiled monthly purchase reports to track inventory levels and expenses, ensuring accurate stock management and cost control.
• Worked to build relationships with customers and built potential for additional sales.
• Boosted sales by consistently engaging with customers and addressing their needs effectively.
• Developed relationships with clients for increased loyalty and repeat business.
• Collaborated with team members to reach collective sales goals, fostering a supportive work environment.