Résumé
Strategic and results-driven leader with over a decade of experience at the intersection of customer experience, operations excellence, and product management. Expert in designing and executing high-impact strategies that enhance service delivery, streamline operations, and elevate user satisfaction. Proven success in leading cross-functional teams to solve complex challenges, optimize performance, and deliver data-backed improvements in logistics, last-mile delivery, customer care, and product operations. Adept at translating customer insights into actionable product strategies, refining end-to-end experiences, and driving sustainable growth across diverse markets.
Expériences professionnelles
Business owner
Freelance , New york
Manager of customer experience & operations excellence
Talabat
Depuis le 02 novembre 2024
Leading CX strategy to deliver seamless experiences in the UAE market
Associate director for masters & undergraduate programs
IE University
De Juin 2024 à Octobre 2024
Master thesis - national culture's influence on women in mena vcs.
Grenoble Ecole De Management
De Juillet 2022 à Juin 2023
Worked on "The moderating influence of national culture on women’s access to venture capital in the Middle East and North Africa"
Co-founder & head of product
Nabolia| Furniture eCommerce Platform
De Avril 2022 à Avril 2023
Co-founder & product manager
Nabolia| Furniture eCommerce Platform
De Avril 2022 à Avril 2023
- Played a crucial role in planning the project vision and roadmap. - Collaborated closely with product designers and engineers to redesign the web and app home page, resulting in a remarkable 40% increase in conversion rates. - Developed and executed a comprehensive product strategy with a strong focus on enhancing the shopping experience, leading to a notable 30% improvement in product performance and profitability. - Set KPIs and roadmaps to drive results, working closely with cross-functional teams, designers, and engineering to ensure the product's success. Show less
Mba
Grenoble Ecole De Management
De Septembre 2021 à Juillet 2022
Mba student
Grenoble Ecole De Management
De Septembre 2021 à Juillet 2022
Senior customer experience & operations excellence manager (contract)
Justlife (previously Justmop)
De Janvier 2021 à Janvier 2022
Senior customer operations manager | customer experience | ecommerce | mena
Justlife (previously Justmop)
De Janvier 2021 à Janvier 2022
- Integrated Omni-channel CX tools and implemented responsive help center features, resulting in a 30% reduction in contact center costs and a significant 40% improvement in CX KPIs. - Acted as a key liaison during the rollout plan, gathering valuable feedback and guiding iterative processes for continual improvement. - Led digital transformation initiatives across a 150-employee Customer Experience department spanning multiple countries. - Demonstrated strong collaboration with cross-functional teams to drive successful product development and management, aligning with the responsibilities of a Product Manager. Show less
Regional head of digital omnichannel customer experience | beauty vertical
Chalhoub Group
De Septembre 2019 à Janvier 2021
Regional head of digital customer experience | beauty vertical | ecommerce | mena
Chalhoub Group
De Septembre 2019 à Janvier 2021
- Led the digital transformation of the Group's customer care operations, aligning with the responsibilities of a Product Manager. - Created and managed a hybrid contact center serving over 10 luxury brands across multiple countries, demonstrating skills in building and maintaining a product backlog with support from internal teams and stakeholders. - Implemented Salesforce Service Cloud as an Omni-channel tool, streamlining customer interactions and enhancing the overall customer experience. - Set KPIs and roadmaps for improvement, working closely with cross-functional teams, designers, and engineering to ensure product success. - Managed a successful execution of these strategies, aligning with the responsibilities of managing product execution. Show less
Regional logistics performance & product manager | ecommerce| delivery hero | mena
Delivery Hero
De Novembre 2017 à Septembre 2019
- Excelled in orchestrating product discovery, fostering cross-functional collaboration for issue resolution, and feature prioritization, closely aligning with the responsibilities outlined in Product Management. - Directed pre-launch preparations, including testing, tailored experiments, success metrics, and stakeholder communication for new feature rollouts. - Enhanced user understanding and utilization of logistics tools and feature timelines, ensuring seamless integration with the product teams, which relates to the task of building and defining the user experience and workflow. - Played a pivotal role in overseeing product-related issues, assessing their impact, and expediting the resolution of critical bugs through prioritization and escalation, aligning with responsibilities related to managing product execution and ensuring product performance. - Crafted mid to long-term logistics strategies to support business growth, leveraging digital technologies to optimize logistics processes and create new logistics models. - Established and managed the last mile delivery team for Delivery Hero MENA in 7 countries, overseeing more than 20k drivers and 300k daily orders. - Successfully managed the P&L of the department, resulting in a 10% reduction in operations costs through intensive negotiation with rider suppliers and the introduction of digital solutions. - Delegated work to a team of 6 country logistics managers across MENA. - Developed and managed the driver equipment supply chain unit with a budget of 3M USD, building strong partnerships with companies in India and China to reduce supplier costs by 15%. - Built and managed a dispatching team at Talabat to support order dispatching and assist drivers across 7 countries, providing immediate support through multiple communication channels. - Utilized a wide range of product management tools such as Miro, Figma, Notion, Looker, Jira, Productboard, Excel, Mixpanel, Typeform, Qualtrics, Salesforce, and Excel. Show less
Program manager - logistics and product operations
Talabat
De Novembre 2017 à Septembre 2019
- Established the groundwork for last-mile delivery services in Kuwait, Bahrain, and the UAE.
- Contributed to the team's expansion of last-mile delivery into Oman, Qatar, Jordan, and Egypt.
- Led the initiative to develop Talabat's last-mile delivery system in Saudi Arabia.
- Built the foundation for shared services in dispatching for last-mile delivery in Egypt.
- Developed operational performance reports and spearheaded product improvements across the region.
Senior customer experience & operations excellence manager
Talabat
De Décembre 2016 à Novembre 2017
Regional customer operations manager | contact center | ecommerce | mena
Talabat
De Décembre 2016 à Novembre 2017
Regional assistant operations manager | contact center | ecommerce | mena
Talabat
De Août 2015 à Décembre 2016
Regional operational excellence manager
Talabat
De Août 2015 à Décembre 2016
Regional director of operations & logistics
Delivery Hero
De Novembre 2014 à Septembre 2019
Customer experience lead | contact center | ecommerce | mena
Talabat
De Octobre 2014 à Juillet 2015
Customer experience manager
Talabat
De Octobre 2014 à Juillet 2015
Customer support supervisor
Kout Food Group
De Janvier 2013 à Octobre 2014
Customer service representative
Kout Food Group
De Juillet 2012 à Janvier 2013
Front office team lead
Swiss inn & Sun Flower hotels and resort
De Octobre 2010 à Décembre 2011
Business owner
Entreprise inconnue
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