Dubai, United Arab Emirates
I studied Applied Physics, but organically found a passion for all things tech. I now have over 15 years experience in a variety of tech roles. I am currently Head of CRM for the largest travel Group in the Middle East, with a background in Digital transformation, CRM and loyalty tech. I have both lead and consulted on some of the largest Omni-channel transformation projects in North America and the Middle East. Most importantly, I’m hyper focused on elevating brands by delivering seamless customer experiences across all channels at scale regardless of the technology required. I never stop growing and learning, most recently becoming very passionate about everything Web3.
Primary initiative: strategic implementation of Al Tayer’s CRM systems as part of a complete Omni channel overhaul, aligning strategies with technologies to ensure optimal customer experience across stores, ecommerce, customer care, marketing, loyalty and CRM. Responsible for the Salesforce CRM systems (Service and Marketing Cloud) as well as our loyalty platform (Maxxing) Act as a consultant to retail, ecommerce, Motors, Real estate and Travel to help define, develop and drive effective CRM strategies Implementation, enhancement and road-mapping of all the following technologies: Salesforce Service cloud Social Customer service CTI (driving “screen pop” and “click to dial”) NPS program (Net Promoter Score) powered by Salesforce and Medallia Salesforce Marketing Cloud Emails, SMS and push notifications. Leveraging; AB testing, subject line optimization, CTR optimization Segmenting customer data to deliver more targeted and relevant content (RFM, next best offer etc…) Journey Builder for building personalized cross channel customer journeys (Welcome, anniversary, birthday, anti-attrition…) Advertising audiences, used to sync CRM data to our social accounts (Facebook and Google Ad words) for Ad re-targeting Force.com and custom Mobile applications Built a proof of concept Clienteling solution designed to surface key CRM data to front line staff so they may better serve our customers Amber Loyalty Mobile app integrations into Marketing Cloud to enable Geo-targeted push notifications Radian6 / Social Studio and Social Hub Social Publishing (for posting on Facebook, Instagram and Twitter) Social Listening (used primarily for competitor and sentiment analysis) Adobe Digital Asset Management AEM 6.2 and scene7
Act as a thought leader and customer experience leader to consistently define strategic vision. Responsible for all CRM and Marketing technologies, including: 1. Salesforce.com: -Service Cloud -Sales cloud -Marketing cloud -Custom Force.com Applications 2. Bazaarvoice; website review and ratings platform 3. Voice of the Customer; NPS, CSAT (Customer Satisfaction platform) 4. SAS Analytics platform •Work with internal and external partners in defining the Salesforce product roadmap for each department; •Define new opportunities for process and efficiency gains through technology; •Work with business leads to ensure IT delivers against expectations; •Act as a consultant to business when evaluating new technologies; •Support teams in the day-to-day of project execution and ensure the project delivers the intended business value; •Proactively identify, secure and align resources (human, budget, technical); •Ensure the applications are properly supported (SLA, track issue resolution, establish and monitor health of application adoption, etc); •Manage BA and technical team (manage performance, career path, conflicts, etc); •Manage vendor relationships and vendor selection.
Responsible for the Project Management throughout the entire project lifecycle, including; submitting / reviewing Requests for Proposal, Project Initiation, Project Delivery, Business Liaison, Post Implementation Review and Project Close Out / handover to Operations teams. Completed Projects: 1.Salesforce.com (CRM) - Service Cloud Implementation -Email to Case, Web to case -CTI (Computer Telephony Integration; driving screen pop and “click to dial”) -Live Chat -Radian6 for Social Customer service and social analytics 2.Hybris E-Commerce Platform; responsible customer care order entry module 3.IBM Sterling OMS; responsible for customer care OMS interface/functionality 4.Telephony project; replaced our IVR (Interactive Voice Response) with a new hosted IVA Intelligent Voice Automation System (SmartAction) Role: •Evaluate the impacts of all projects undertaken; with regards to the day to day operations as well as integrations with our current software / systems; •Conduct research to find tools to meet yearly initiatives, to improve, develop & maximize on the Contact Center’s performance, make recommendations to the Director; •Producing Project Definitions to include validated functional requirements, scope, roles, responsibilities, timescales and resources; •Act as Change Management lead for all projects impacting the Contact Center; •Implement schedules for projects and assign tasks to team members, ensure tasks are completed within required time frames; •Provide weekly updates for all projects to the Management Team; •Responsible for identifying, analyzing, measuring and managing project risks; •Assisting the technical team in their Solution Design and Testing Tasks; •Chair weekly Progress Meetings with internal and external teams; •Determine the impact projects will have on KPIs (Key Performance Indicators) and measure results following implementation; •Conduct Project Post-Mortem, capture lessons learned;
Implementation specialist (Time and Labour Management) •Manage the successful, quality implementation and setup of ADP's hosted TLM solution to meet client and TLM business requirements; •Implement Major and National projects; •Responsible for implementing 260K$ in projects annually; •Achieved 138% of plan during first full fiscal year with the company; •Responsible for creating and maintaining up to date project plans; •Chair project kick-off for stand alone TLM projects; •Chair weekly status update calls and ensure project remains on schedule; •Using Client Analysis documentation, determine client requirements to ensure database programming meets the client's time and attendance requirements; •Assist client with installation and configuration of time collection devices and time collection software when applicable; •Conduct parallel/test processing with the client, review all procedures, adjust program rules if necessary; •Assist in first "live" processing runs; •Create, maintain and provide implementation project plans according to the clients size; •Provide accurate and timely order backlog updates to the TLM New Account Coordinator; •Maintain timely and accurate records of all client visits and hours; •Coordinate and register client for product training; •Conduct on site or virtual training as may be required; •Collaborate with sales to maximize client satisfaction and TLM business results; •Provide a detailed, accurate and timely turnover file of Live accounts to the TLM service department; •Keep abreast of new product rollouts and existing product enhancements; •Perform client follow-up visits as required.