Jul 2024 – Jun 2025 · 11 mos · Dubai, United Arab Emirates

Jan 2023 – Jul 2024 · 1 yr 6 mos · Dubai, United Arab Emirates

Dec 2021 – Jan 2023 · 1 yr 1 mo · Dubai, United Arab Emirates

• Reporting directly to the Emirates Post Group CEO, a group of companies with $300M ARR and responsible for:
• Design, evaluate and execute strategic projects for implementing the group’s vision across logistics, financial services, digital solutions, and regulatory affairs.
• Scout, evaluate and establish strategic partnerships for revenue enhancement, cost control, customer experience improvement, and driving digital innovation.
• Analyze, manage and optimize key strategic projects via strong internal stakeholder management as well as vendor assessment and engagement.

Aug 2021 – Oct 2024 · 3 yrs 2 mos · Dubai, Dubai, United Arab Emirates

• The Founder Institute is the world's largest premium pre-seed startup accelerator with the 2nd largest AUM in the global startup ecosystem. Since 2009, The Founder Institute has created a portfolio of over 4,500 companies and helped founders get the focus and support needed to build a business that matters.

Dec 2016 – Feb 2021 · 4 yrs 2 mos · Dubai, Dubai, United Arab Emirates · Hybrid

• helped customers to enhance their Customer Experience by using the latest customer centric innovations and approaches to engage with their clients over omni-channel including digital touch points. I use Design Thinking Approach and customer centric frameworks to design a Customer Experience strategy and craft the digital transformation journey.
• I advise organizations on Digital Transformation, Customer Experience Transformation, and Customer Centric Innovation Strategy. Advising customers on how to craft a customer centric omni-channel customer experience & digital transformation strategy in addition to measuring performance & ROI. I work on daily basis with C-Suite & senior executives across various industries within the Eastern and Central Europe, Middle East and Africa region (ECEMEA).
• Advise executives on how to re-think their customer experience strategy and business model throughout the digital transformation process for their business and how Social Networks, Mobile Devices, Analytics and Cloud Computing (SMAC) are reshaping the enterprise.
• Conduct customer journey mapping Design Thinking & discovery workshops and craft the customer experience & digital transformation strategies accordingly then present the solutions for the c-level and senior executives within diverse industries on the various solutions such as sales automation, omni-channel personalized marketing, omni-channel customer service & call center, loyalty solution, social media management, target micro-segments with personalized digital ads with optimized digital marketing campaigns, e-commerce solution, field service & operation solution, digital customer experience management & personalization solution.
• Solid expertise with Oracle’s entire Customer Experience (CX) portfolio (Oracle Sales Cloud, Oracle Configure Price, Quote (CPQ), Oracle Service Cloud (RightNow), Oracle Field Service Cloud, Oracle Eloqua, Oracle Responsys, Oracle Commerce Cloud, and Data Management Platform (DMP)).

Jun 2014 – Apr 2016 · 1 yr 10 mos · Dubai, Dubai, United Arab Emirates

• Project: Social Care for Minors Affairs Foundation (Public Sector)
• Project Brief: A comprehensive Wealth & Heritage Management Solution for the UAE government Implemented using Oracle Siebel CRM Public Sector 8.2 integrated with Oracle Financials.
• Complete Asset & Wealth Management Solution, Real Estate & Property Management, Farms & Barns, Livestock Management, Vehicles & Commercial Licenses, Stocks & Portfolio Management, Requests & Case Management, Field Visits & Operations Management Solution, Legal Case Management, Complete Marketing & Communication Automation including Omni-Channel Marketing Campaigns, Events Management.
• Responsibilities: Lead the delivery team to deliver the project end 2 end. conducted business requirement gathering workshops, Mockups design, User Acceptance Tests, and End-User Training.
• Project: Federal Authority for Government Human Resources (Public Sector)
• Comprehensive Analytical Solution formed by Reports & Dashboards built using (OBIEE) in addition to policy advisory solution built using Oracle Policy Automation OPA.

Jan 2014 – Apr 2014 · 3 mos · Saudi Arabia

• 3 Months Contract Project of Vendor Management
• for Customer Hierarchy & Product Catalog Revamp Project on Redefining Siebel Customer Hierarchy Structure into Customer Accounts, Service Accounts, and Billing Accounts, Restructuring the Siebel Product Catalog.

Nov 2010 – Jan 2014 · 3 yrs 2 mos · Cairo, Egypt · Hybrid

• Project: Etisalat Egypt’s Siebel CRM Implementation (Telecommunications Industry)
• Role: Business Analyst, crafted the training materials & conducted Train the Trainer training for Etisalat Marketing/Sales/Call Center.
• Role: CRM Consultant, developed, coded & configured Siebel 8 (Applets, Views, BCs, BOs, Tables, Workflows, Scripts).
• Project: Orange Egypt’s Siebel CRM Implementation (Telecommunications Industry)
• Role: Business Analyst, created training materials & conducted the training for Orange Sales & Marketing Teams on Siebel Sales Force Automation, Siebel Marketing (Campaign Management, Event Management, and Marketing Resource Management).
• Role: CRM Consultant, Performed Siebel 8 Loyalty Functional Setup for Orange Egypt’s Loyalty System.
• Role: Analytics Consultant, Executed Informatica ETL, DAC, and Created BI Segmentations on OBIEE 10g.

Jun 2008 – Nov 2010 · 2 yrs 5 mos · Cairo, Egypt

• Role: CRM Consultant, Vodafone Egypt’s CRM Development Team,
• performing customizations & configurations to Siebel 7 eCommunication (SFA, Service). In addition to conducting training for Vodafone Sales/Call Center users.
• Role: POS Specialist, Vodafone Egypt’s POS Administration Team,
• Manage & Administrate Vodafone Egypt’s Point of Sale (POS) System NTS WinCash 9, Administrate (Products, Promos, Discounts, Discount Vouchers and Loyalty Redemptions) as well as being involved with the vendor on system upgrade from version 6 to 9.

Jan 2007 – Jun 2008 · 1 yr 5 mos · Cairo, Egypt

• Role: CRM Consultant,
• Participated in presales activities conducting customer presentations & demonstrations for Siebel 8 CRM, Siebel 8 Helpdesk.
• Role: Software Developer,
• Designed, developed, and tested data driven web applications & web services based on Microsoft.NET Technology, C#, ASP.NET, XML Web Services, MS SQL for public sector.

Aug 2005 – Nov 2005 · 3 mos · Cairo, Egypt