Abdullah Salem

Product Manager

Riyadh, Saudi Arabia6 yrs 9 mos experience

Most Likely To SwitchAI ML Practitioner

Key Highlights

Led cross-functional teams to launch innovative SaaS products.
Achieved significant customer acquisition and retention rates.
Implemented AI-driven solutions to enhance customer support.

Stackforce AI infers this person is a SaaS Product Manager with expertise in customer experience and data-driven decision making.

Contact

abdullah@afsalem.com LinkedIn

Skills

Core Skills

Product ManagementB2b SaasCustomer Experience ManagementProduct OwnershipInternal System OptimizationCustomer Service ImprovementLeadership Development

Other Skills

A/B TestingAI and ML OptimizationAgile MethodologiesAnalytical SkillsArabicBusiness AnalysisBusiness Case AnalysisBusiness DevelopmentBusiness-to-Business (B2B)ChatBotChatbot DeploymentCommunicationConfluenceCritical ThinkingCross-functional Team Leadership

About

I’m a Senior Product Manager with +5 years of experience building and managing B2B SaaS products, in Lucidya [Ranked #1 globally as the highest-rated customer experience management tool geared toward Arabic brands in the Middle East]. Also I managed an internal customer support system in Seera Group [the largest travel company in MENA, that owns (Almosafer, Lumi, Mawasim, Discover Saudi, and Elaa) brands]. My key expertise includes: • Analyzing users data, and making data-driven decisions • Conducting customer research, user interviews, A/B testing. • Gathering requirements from the business stakeholders. • Writing user stories. • Leading cross-functional teams. • Delivering user training on new product features. • Running the Kanban & Sprint board and making sure things get done. • Used Jira, Confluence, Miro, Figma, Framer, Tableau, Google Analytics, and Quantum metric.

Experience

6 yrs 9 mos

Total Experience

3 yrs 5 mos

Average Tenure

4 yrs 11 mos

Current Experience

Lucidya | لوسيديا

2 roles

Senior Product Manager

Promoted

May 2024 – Present · 2 yrs 1 mo · Riyadh, Saudi Arabia

Lucidya ranked #1 globally as the highest-rated customer experience management tool geared toward Arabic brands in the Middle East
Leading a cross-functional team of 22 (13 engineers, 4 QA’s, 2 PO, 1 AI, 1 scrum, and 1 PD) to launch and achieve PMF for a B2B SaaS customer support product used to manage and respond to customer engagements over social media platforms.
Achievements:
Managed to acquire 13 new customers, including major market players within the first 4 months.
Managed to have a Product Stickiness of over 30% with only one customer churned.
Launched a GenAI chatbot to help in achieving a faster customer support experience with over 5 potential customers.
Launched a mobile app (iOS & Android) to enable the agents to support their customers on the go.

Product ManagementB2B SaaSCross-functional Team LeadershipCustomer Engagement ManagementData-driven Decision MakingKanban+1

Product Manager

Jul 2021 – May 2024 · 2 yrs 10 mos · Riyadh, Saudi Arabia

Lucidya is the leading social media listening tool geared toward Arabic brands. Ranked #1 globally as the highest-rated social media listening tool by users in the Middle East.
Led a cross-functional team of 20 (13 engineers, 3 QA’s, 1 scrum, 1 PO and 2 PD) to optimize and enhance multiple products used for customer experience management using our in-house-made Arabic AI and ML models.
Achievements:
Raised NPS score to 55% by revamping a core product and by providing deeper insights.
Launched 2 new products (Omnichannel & CDP) and managed them to reach product market fit.
Implemented and enhanced internal processes which resulted in Increasing the team's efficiency by almost 200%.

Product ManagementCustomer Experience ManagementAI and ML OptimizationCross-functional Team LeadershipNPS Improvement

Seera group

2 roles

Product Owner

Feb 2020 – Aug 2021 · 1 yr 6 mos · Dubai, Dubai, United Arab Emirates

Seera Group is the largest travel company in MENA (+3K employees), that owns and operates leading OTAs, car-rental, hotels, DMC, and TMC brands (Tajawal, Almosafer, Lumi, Mawasim, Discover Saudi, Elaa, and others)
Leading a cross-functional team of 11 (7 software engineers, 2 QA’s, tech lead, and UI/UX designer) to optimize and enhance an internal system used by +3000 customer service agents to book new flights on “Unify” (13k new booking/day), manage post-booking inquiries, and financial & fulfillment processes for all bookings from all of our POS’s (94k bookings a day).
Achievements:
Managed the Jira board, Implemented the Kanban board, and Implemented all the Scrum events which resulted in Increasing the team's velocity by 25%.
Revamped key modules in the system due to a change in business requirements, which resulted in increasing the agent’s efficiency by 75% and by 50% in the flight amendment processes.
Trained +50 CS agents on how to use new system features (the rest of the agents were trained by Seera Academy).

Product OwnershipInternal System OptimizationCross-functional Team LeadershipJira ManagementScrum Implementation

Product Owner Intern (Jadarah Program)

Sep 2019 – Feb 2020 · 5 mos · Dubai, Dubai, United Arab Emirates

Jadarah Program is an intensive Talent Accelerator Program by Seera Group, in partnership with Google, Twitter, Facebook, Microsoft, BCG, and Udacity.
Led a cross-functional team (Head of flight CS, Head of Hotel CS, Head of WhatsApp CS, Live Engage representative, and 1 Engineer) to improve the WhatsApp Customer Service channel (2k chats/day).
Achievements:
Selected from a pool of +2.5k applicants to be part of this program (25 participants).
Initiated and implemented a tool to translate search results from complex text into a simple text format that can be sent over WhatsApp to the customers easily, which enhanced the customer experience & increased agent efficiency by 80% in making new bookings over WhatsApp.
Optimized the IVR (Interactive voice response) menu on WhatsApp to reduce chat transfer rates between departments by 35%, which resulted in a reduction in the average case resolution time.
Deployed a self-service chatbot which reduced the average waiting time for the customers by 60%.

Customer Service ImprovementWhatsApp Channel OptimizationCross-functional Team LeadershipChatbot Deployment

Boston consulting group (bcg)

Jeel Tamooh Fellowship

Jan 2020 – Sep 2020 · 8 mos · Riyadh, Saudi Arabia

Jeel Tamooh is an interactive 9-month program that strengthens leadership, professional, and interpersonal skills by engaging us in interactive workshops, and dynamic discussions in diverse sessions with world-class speakers.
Achievements:
Selected from a pool of +10k applicants to be part of this program (100 participants).
Cracked multiple business cases in multiple sessions with consultants.

Leadership DevelopmentBusiness Case Analysis