Ahmad Wahba
Customer Experience Manager
Dubai
Summary
Seasoned Customer Experience and Strategic Operations Leader with 20 years of proven success across e-commerce, telecom, and electronics industries. Adept at spearheading customer-centric transformations, elevating Voice of Customer (VOC) programs, and embedding Customer Advocacy at the heart of business strategy. Known for leading high-impact, cross-functional teams to deliver best-in-class service operations and achieve ambitious KPIs. Fluent in English, Arabic, and Spanish, with a strong foundation in strategic planning, vendor management, and digital transformation.
Overview
19
19
years of professional experience
4
4
Languages
Work History
Customer Experience Manager
Noon.com | Namshi.com
Dubai
11.2018 - Current
- Lead strategic CX programs across in-house and outsourced operations, directly impacting over 200 FTEs across Jordan, KSA and Bahrain
- Own the end-to-end customer experience across multiple verticals, championing VOC programs, NPS analysis, and customer journey mapping
- Act as escalation point for VVIP customers contacting C-Level executives, ensuring white-glove resolution experiences
- Architect of CX quality improvement plans and owner of monthly performance reviews to drive service excellence
- Built and launched internal LMS and e-learning systems to scale L&D initiatives across teams
- Partner cross-functionally with internal stakeholders to align customer insights with product and service improvements
- Oversaw launch of CS key initiatives like noon Grocery and NowNow platform from inception to live support
Assistant Manager, Customer Service
Samsung Electronics
Cairo
10.2016 - 10.2017
- Led VOC-driven initiatives to improve CSAT and reduce complaint volumes through detailed journey mapping and frontline training
- Collaborated with HQ and local leadership to address pain points and implement systemic fixes across service centers
- Managed customer happiness center, embedding real-time coaching, case deep-dives, and product issue escalations
Complaint Officer – RCCC
Nissan Middle East FZE
Dubai
03.2014 - 11.2015
- Managed critical complaints across the Middle East region, liaising with NSCs and internal technical, sales, and warranty teams
- Strengthened customer retention through timely resolutions, transparent communication, and interdepartmental collaboration
Quality Assurance & Training Supervisor
Abu Dhabi Distribution Co.
Abu Dhabi
07.2013 - 02.2014
- Redesigned QA framework and launched improved scorecards in line with compliance requirements
- Conducted call calibrations, monthly performance reviews, and initiated VOC analytics reports to leadership
Various Leadership Roles – UK/AU Markets
Vodafone International Services
Cairo
01.2006 - 07.2013
- Progressed from Senior Technical Advisor to Service Level Manager, overseeing queue performance, team operations, and client SLAs
- Led 15–20 FTEs, implemented coaching sessions, improved NPS scores, and managed training for technical and service teams
Education
MBA -
Longford International College
Ireland 01.2024 - 1 2026
COPC Certification -
Netherlands 01.2009 - 1 2010
Bachelor of Arts - English Literature & Translation
Ain Shams University
Cairo 01.2001 - 1 2005
Skills
- Customer Experience Management
- Customer Advocacy
- Voice of Customer (VOC)
- Operational Excellence
- Strategic Planning
Timeline
MBA -
Longford International College
01.2024 - 1 2026
Customer Experience Manager
Noon.com | Namshi.com
11.2018 - Current
Assistant Manager, Customer Service
Samsung Electronics
10.2016 - 10.2017
Complaint Officer – RCCC
Nissan Middle East FZE
03.2014 - 11.2015
Quality Assurance & Training Supervisor
Abu Dhabi Distribution Co.
07.2013 - 02.2014
COPC Certification -
01.2009 - 1 2010
Various Leadership Roles – UK/AU Markets
Vodafone International Services
01.2006 - 07.2013
Bachelor of Arts - English Literature & Translation
Ain Shams University
01.2001 - 1 2005
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