Adetutu 'Damilola Pratt
Sales,Marketing & Business Development
Lagos,LA
Summary
SALES & MARKETING |BUSINESS DEVELOPMENT| CUSTOMER SERVICE MANAGEMENT
Adetutu is a self-driven professional with over 16 years’ experience working with industry leaders, managing high value/complex novel projects and bringing them to expected completion. A top performing individual with a verified history of driving increase in sales performance including Commercial and Industrial Sales with excellent and bespoke customer service. As a Business Developer, works to improve an organization’s market position and financial growth. With strategic expertise, field sales leadership and ability to embrace change to capture new opportunities enabled a generation of an annual sales in excess of N20 billion . Increased sales and aggressively managed costs in multiple businesses through use of quality methodology and improved customer satisfaction.
SELECTED PERFORMANCE HIGHLIGHTS AND ACCOMPLISHMENTS
- Introduced Bi-annual Staff Appreciation Award at Eterna Plc.
- Revolutionized the Customer Service of Eterna Plc and through the 3-year revised Strategy Plan, laid a formidable foundation for the growth and expansion of the department.
- Reviewed and implemented a standard Customer Service Charter, Customer Service policy for business operations (Commercial, Logistics, Finance, Procurement) with an adoption rate of 90% across all approved processes.
- Oversee the onboarding, induction and development of new hires with the focus of driving customer experience culture.
- Played a key role in supporting and mapping out strategies to develop and expand Customer base for Bulk Retailing customers as well as Commercial Clientele in Lagos, Ibadan and Ijebu-Ode.
- Drove the growth of the business through expansion of existing markets, initiating new businesses in line with corporate strategy of the organization.
- Setting up the Commercial Business Unit from scratch in Spog, by increasing the market share of the company in 3 geographical area by 55% with an Annual Turnover of over N500M.
- Developed and implemented a Product Delivery Strategy (Buffer Stock or Just in Time) for Company Clients as well as Total Quality Management.
- Generated an annual sales turnover in excess of N20 billion in Commercial Sales at Oando Part of the team that developed the Oando sales strategy and Vendor Management program where the BAT, Sumal FOODS AND RCC’ accounts were won.
- Increased market share in area of coverage from 10% to 50% over a 4-year period.
- Acquired 20 new businesses with an estimated turnover of N250 million weekly. Enhanced customer service by exceeding Oando’s delivery timeframe of 48hrs by continuously delivering products to customers within 36 hrs.
- Focused customer relations professional skilled in lead generation, customer relationship development and sales.
- Accomplished in providing unsurpassed support to demanding customers.
- Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
19
19
years of professional experience
24
24
years of post-secondary education
4
4
Certifications
Work History
HEAD, CUSTOMER SERVICE
ETERNA PLC
LAGOS
11.2020 - 01.2022
- Developed new structure which included objective KPI’s and JD’s for department so as to drive efficient and effective customer satisfaction
- Served as strategic partner in providing support and advice to executive management
- Developed and managed annual customer service budget of N68M and ensured favourable variance is maintained on monthly basis
- Introduced the creation of a Dispatch/Production Dashboard (IBT template &Amp; production
- Plan for Lubes) which was developed to enhance prompt production of fast-moving items, transfer of products to various warehouses, reduce delivery turnaround time in which orders are fulfilled to within 24-72hrs timeline.
- Creation of Fuels Mid-day & and the Final Plan Outcome Reports was developed to evaluate progress of daily sales activities periodically
- Used Zendesk Software (CRM) in developing a monitoring dashboard to measure the weekly/monthly performance of the people creation (CS Members) & Customer engagement
- Reviewed for efficiency, automation of Trend Analysis Template which helps to determine Buying patterns of all customers in database ,quarterly .
- Introduced to team members weekly analysis and communicating Outstanding Open orders and reduce same.
- This helped in driving efficiency and retention of customers
- Lead Team in Designing Measurement of Customers’ satisfaction level from time to time
- Bi-annual Basis and oversaw design and execution of customer satisfaction surveys to determine perception of company, Truck efficiency and brand market – results of which goes to Management Team
- Initiated National Daily Retail Sales report for Retail Outlets to determine stations with less than 3days Stock threshold set; and Daily sales record analysis to determine increase/decrease in white products
- Engaged in analysis of output whilst monitoring feedback given to Operations team to ensure all customers have accurate and timely information on order status and/or changes through daily Ops planner report.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped customers complete purchases, locate items and join reward programs.
- Alleviated customer service needs with policy-appropriate solutions.
- Helped management develop employee improvement plans and motivate team members to continually improve.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Built and implemented training strategies to optimize team performance.
TEAM LEAD
ETERNA PLC, AUTO & INDUSTRIAL
LAGOS
01.2020 - 10.2020
- Managed key accounts in Automotive and Industrial sectors
- Developed and manage sales channels from B2B, Retail network and Distributors.
- Improved performance significantly at retail outlets through concerted marketing initiatives and proper Lube merchandising on forecourt.
- Revitalized team’s sales drive to achieve 25% national growth and increased performance
- Responsible for coordinating sales team to Grow and expand Castrol/Eterna lubes market share, ensuring that volume, revenue & margin targets reduced receivables are met through retention of existing clients and sourcing new ones across all sales channels.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Trained new team members by relaying information on company procedures and safety requirements.
- Designed strategic plan for component development practices to support future projects.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
TEAM LEAD COMMERCIAL & ENERGY SALES
ETERNA PLC
01.2017 - 12.2019
- Established and developed relationships with customers in fuels and Lubricants business units which led to an increase in sales volume by 60% thereby meeting revenue and margins set target.
- Managed Strategic Planning and brand development initiative related to Lubricants & fuels in Nigeria.
- Responsible for the preparation of the market trends & reports, with regular monitoring of all competitive activities relating to price increases, Stock availability, product development amongst others to management Negotiated the various rates with Principal Customers to ensure effective management of sales margins and brand promotion
- Suggested, developed and implemented prorgammes to enhance best industry practice in lubrication (after sales analysis) & Fuels (Vendor Management inventory VMI), Julius Berger,
- A.G Leventis Group, Nigeria Bottling co, to enhance customer’s operation
- Worked with technical department to carry out lubrication survey on equipment and perform requisite tests received from the FPSOs’, Industrial Customers to determine optimum product usage Collaborated with the technical Unit to develop specific offers for prospective market opportunities and segments
- This would include product introductions or discontinuation
- Recommended appropriate credit terms for customers and monitoring adherence to agreed terms via contracts/MOU signed with customers.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Conducted research, gathered information from multiple sources and presented results.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Created plans and communicated deadlines to complete projects on time.
- Led projects and analyzed data to identify opportunities for improvement.
INDIRECT SALES COORDINATOR
ETERNA PLC
01.2016 - 12.2016
- Monitored retail forecourt activities for good accountability and sustainability and ensured increased sales and efficiency
- Introduced and regularly improved strategies for brand positioning for indirect sales via
- Advertisement & Radio giggles, Online Presence & Customer engagement
- Tracked effectively activities of competitors’ and constantly reported on how to improve productivity which led to development of product penetration plan/roll out for competitiveness Reviewed and updated sales figure and forecasting future sales volume to maximize profit
- Drove strategic initiatives and planned sales activation in Mechanic Villages, Hypermarkets stores via adequate stock and shelf display to increase visibility and sales, this lead to acquisition of 20 new customers (wholesale distributors) within one year and retained 90% of customers to also ensure effective training of customers on lubrication were maintained.
- Developed and maintained courteous and effective working relationships and exceptional service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork and improve operations.
SALES & MARKETING EXECUTIVE
ETERNA PLC
05.2015 - 12.2015
- Increased sales volumes, revenue and Gross Margin for bulk sales to more than 50% through introduction of 15 bulk buyers
- Collated and generated circulation of Daily Fuels Market Price survey for Market intelligence
- Ensured invoicing and account receivable (A/R) collections were accurate and timely
- Implemented and handled A/R processes by working with finance and account department to ensure customers are invoiced accurately and on time to ensure that payments are promptly received and accurately processed.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Maintained records related to sales, returns and inventory availability.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Enhanced product presentation and promotional material displays, working alongside retail representatives.
- Provided positive first impressions to welcome existing, new and potential customers
REGIONAL BUSINESS SALES COORDINATOR SOUTH
SPOG PETROCHEMICALS LTD, WEST
07.2009 - 04.2015
- Achieved sales growth and profitability in Industrial sales by 20% in first 15 months, 25% in peddling segment and 25% in bulk sales by marketing all products within company’s portfolio.
- Developed Financial Controls to limit credit Risk and reduce trade account receivables by implementing credit rating criteria and limits per customer, based on profile.
- Generated accurate and timely Business intelligence on activities in Depots including Pricing, competitor’s activities, and product availability and customer expectation.
- Monitor process of Bulk Sales from landed cost to market/ competitors prices to determine our selling price to industrial and bulk buyers.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Led projects and analyzed data to identify opportunities for improvement
- Used Microsoft Word and other software tools to create documents and other communications
- Delivered services to customer locations within specific timeframes
MARKETING & ADMIN MANAGER
PLUM INSURANCE BROKERS LIMITED
11.2006 - 12.2008
- Procured New Insurance Business which led to increase of brokerage Financial Base and Security
- Liaised with Technical Accounts to furnish and obtain relative Insurance payments and claims that were made or reported
- Successfully managed LASTMA welfare Scheme initiatives (Combination of Group Life
- Insurance and Group Personal Accident) Reviewed and Reconciled Monthly Statements of Accounts, Issuing of Credit/ Debit Notes for payments made and received from various clients
- Handled general Administrative and personnel correspondence, preparation of Memos, Letters etc
- And any other miscellaneous duties.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Conducted research to analyze customers' behavior, preferences and purchasing habits.
- Updated customer database and generated lists and counts for direct marketing projects.
- Tracked various product sales and costs by analyzing and entering sales, business data and expenses
- Collaborated closely with graphic designers, subject matter experts (SMEs) and technical staff to produce compliant, on-time proposals
COMMERCIAL SALES EXECUTIVE
OANDO PLC
12.2001 - 05.2006
- Mapped out Sales strategies to develop and Expand Customer base, product positioning, consumer awareness for Bulk Retailing Customers and Commercial Clientele.
- Translated Business Strategy into actions to create products and services that meet needs and expectations of clients.
- Maintained and monitored product inventory level averaging 2million liters monthly under Vendor management program.
- Developed Market OANDO's products portfolio such as AGO, PMS,DPK, LPFO, BITUMEN, LPG, CHEMICALS AND LUBES.
- Selected and prioritized high-growth and value revenue opportunities and Managed and monitored competitor’s activity in sales area
- Liaised with scheduling/Procurement unit to obtain all relevant information regarding petroleum products.
- Managed Key Accounts such as Nigerian Breweries, BAT, NBC, Kopek, RCC and Sumal Foods.
- Managed 15 Econet authorized dealers with daily revenue of N1.5million daily.
- Motivated team to meet and exceed sales goals.
- Developed strategic initiatives based upon company objectives aimed at accelerating growth.
- Analyzed sales data and developing strategies and action plans.
- Collaborated with local companies to meet diverse customer needs for Petroleum products.
- Managed accounts to retain existing relationships and grow share of business.
- Created and implemented new business opportunities by utilizing strategic networking strategies.
- Increased sales by 55% annually through effectively training employees, closely monitoring regional and local markets and managing inventories.
- Conducted research to develop detailed business plans for commercial opportunities and expansion
- Communicated progress of monthly and quarterly Sales initiatives to internal and external sales teams
Education
Bachelor of Science - Economics
University of Ado Ekiti
Ekiti State 08.1995 - 08.2000
Master of Science - ACCOUNTING & BUSINESS MANAGEMENT
Association of Chartered Certified Accountants
United Kingdom(UK) 01.2005 - 12.2023
Skills
Key Account ManagementRelationship Management
People Management Corporate Networking & Stakeholder Management
Retail and Business Development
Budgeting & Sales Forecasting Customer Relationship Key negotiator Business Analysis
Sage X3SAP
Customer Service Management
Certification
Managers Acceleration Programme, Lagos Business School 2021
Professional Training and Certification
- Managers Acceleration Programme, Lagos Business School 2021
- ❖ Costing, Budgeting & Budgetary Control, Lagos Business School 2017
- ❖ Certificate in Project Management Professional 2017
- ❖ Integrated Neuro Linguistic Programming & Life Coaching Certification 2017
- ❖ The Science of Selling, PWC & Fillgri Consulting 2015
- ❖ Performance Enhancing Program-Phillips Consulting.
- ❖ Industrial Sales Representative Training –Blue Pearl Consulting Ltd.
- ❖ Customer Care Training-Mack Tay Tack consulting.
- ❖ Fundamentals of Downstream Oil and Gas Sector. -Lubes & Fuels Services.
- ❖ Communication, Negotiation and Presentation Skills.
- ❖ Smart Action Selling – Howes Consulting Group.
- ❖ Business Development Program- Howes Consulting Group.
Timeline
HEAD, CUSTOMER SERVICE
ETERNA PLC
11.2020 - 01.2022
TEAM LEAD
ETERNA PLC, AUTO & INDUSTRIAL
01.2020 - 10.2020
TEAM LEAD COMMERCIAL & ENERGY SALES
ETERNA PLC
01.2017 - 12.2019
INDIRECT SALES COORDINATOR
ETERNA PLC
01.2016 - 12.2016
SALES & MARKETING EXECUTIVE
ETERNA PLC
05.2015 - 12.2015
REGIONAL BUSINESS SALES COORDINATOR SOUTH
SPOG PETROCHEMICALS LTD, WEST
07.2009 - 04.2015
MARKETING & ADMIN MANAGER
PLUM INSURANCE BROKERS LIMITED
11.2006 - 12.2008
Master of Science - ACCOUNTING & BUSINESS MANAGEMENT
Association of Chartered Certified Accountants
01.2005 - 12.2023
COMMERCIAL SALES EXECUTIVE
OANDO PLC
12.2001 - 05.2006
Bachelor of Science - Economics
University of Ado Ekiti
08.1995 - 08.2000