Dubai, United Arab Emirates
I’m a customer obsessed Chief Product & Customer Officer / VP Product–level executive with 20+ years building and scaling digital, ecommerce, loyalty, partnerships and media businesses, including 12+ years at C-level. I lead a ~700-person Product, Digital, Loyalty, Retail Media and CX organisation for one of the Middle East’s largest multi-brand retailers across the GCC, India and SEA. I’m as comfortable in the P&L and boardroom as I am in product and technology. I own group-wide product strategy and P&L for a multi-country portfolio covering e-commerce, loyalty, fintech, payments, wallet, retail media, co-brand credit cards, strategic partnerships and customer support. In recent years we’ve grown digital revenue several-fold while maintaining healthy margins, and more than doubled NPS by making customer outcomes and long-term customer value creation the primary north stars. I’m particularly focused on AI-native product organisations at scale – using AI, better context and streamlined operating models to compress time-to-value. I’ve led the redesign of our product and tech organisation so that several hundred people work in AI-augmented, outcome-oriented teams, materially reducing cycle times and increasing the volume and quality of value we ship. Strengths: executive-level P&L and general management; ecommerce and omnichannel growth; fintech/payments, wallets, co-brand and loyalty; retail media and data partnerships; AI-native operating models and Product Operations; building high-performing, low-drama teams across markets.
Lead Landmark Digital, a ~700-person division spanning Product Management, Digital, Loyalty, Retail Media, Partnerships, CRM, Content, Customer Care and Transformation for one of the Middle East’s largest multi-brand retailers across the GCC, India and SEA, driving digital transformation and omnichannel growth. Scope & outcomes: • Executive owner of product strategy and P&L in a Chief Product Officer (CPO) remit for a multi-country portfolio covering ecommerce, loyalty, wallet, payments products and platforms, retail media, co-brand credit cards and strategic partnerships with banks, issuers and key ecosystem players. • Drove multi-fold growth in digital revenue over several years while maintaining healthy margins and materially improving customer satisfaction. • Lifted NPS from 30 to 70+ by making customer outcomes and long-term value creation the primary north stars for product, tech and operations. • Built an AI-native product and technology organisation at scale, reorganising several hundred people into outcome-focused, AI-augmented teams and significantly reducing time-to-value for new products and features. • Launched and scaled new customer and revenue platforms including a revamped tiered loyalty programme, omni-channel wallet, co-brand credit card partnerships and a retail media network. • Modernised large parts of the commerce, customer and data technology stack while keeping digital and tech costs tightly managed through disciplined prioritisation, operating model design and executive-level governance.
Led Landmark’s Omnichannel / Digital organisation (“Web Team”) – a 300+ person cross-functional team across the GCC and India responsible for end-to-end digital customer experience for multiple retail brands and markets. • Owned digital experience, e-commerce performance, growth and operations across web and app for fashion, home and baby brands in multiple countries and languages. • Directed growth, performance marketing and martech, in-house studio and content operations, and an internal creative agency. • Led agile product development squads (Product Management, Product Design, Engineering), support and infrastructure for all customer-facing digital platforms. • Built and scaled digital loyalty, wallet and payments capabilities, and developed the omnichannel operating model (ship-from-store, click & collect, last mile, service). • Established customer care and service operations aligned to the digital journey, improving resolution times and customer satisfaction and laying the foundations for later digital transformation and omnichannel growth at group level.
Led strategic crisis management and business continuity planning at Operating board level. - Developed and executed comprehensive risk mitigation strategies across 9 critical business areas - Facilitated C-suite decision-making through scenario planning and impact analysis
Directed digital and omnichannel strategy across all channels and products for a multi-billion pound retail portfolio. Key Achievements: - Led development of 3-year Food Digital Strategy & Vision, emphasizing customer-centricity and innovative digital solutions - Developed Group Digital Strategy connecting customer missions across all digital touchpoints, including Argos, Sainsbury's Bank, and Nectar loyalty program - Established and led digital innovation hub, fostering collaboration with startups to incubate emerging technologies - Pioneered customer data strategy, leveraging data science and machine learning to develop a single view of the customer and predict behavior - Developed prototypes and MVPs in Augmented Reality, Assisted Shopping, Voice, Chat, and Immersive app experiences - Created a stealth-mode Sainsbury's group-wide health proposition rewarding shoppers for healthy choices
P&L owner of Sainsbury's Q-Commerce grocery delivery app, directing marketing, product, commercial, operations & fulfillment. Key Achievements: - Grew on-demand sales by 200% in 12 months - Transformed business to a profit - Improved customer satisfaction by 20% and NPS by 18 points - Implemented innovative acquisition strategies, achieving the lowest CPAs in Sainsbury's through viral marketing tactics and brand partnerships
I assist the management teams and key stakeholders of businesses experiencing change. Key services I deliver my clients include: - Strategy - EBIT improvement (incl. revenue growth, cost to serve and cost reduction) - Business diagnostics - Interim management - Independent business reviews - Modelling and scenario analysis
Performance improvement Cost reduction Independent business review Carve out Post merger integration Operational due diligence