Ahmed Mekawy
Dubai,UAE
Summary
Customer Experience leader with +12 years experience in building and transforming service operations across international markets. Proven ability to design and implement effective customer service strategies that enhance satisfaction and operational efficiency. Skilled in leading large, diverse teams and managing customer journey optimisations.
Overview
15
15
years of professional experience
Work history
Customer Experience Director
CUSP
Dubai, UAE
03.2025 - 08.2025
- Building the complete customer care function from the ground up, defining operating model, team structure, role design, and escalation pathways to ensure scalability and compliance from day one.
- Onboarded and managed key vendors (CRM, KYC, BPO) to build a compliant, scalable customer support operation.
- Established governance frameworks, SOPs, and training programs to prepare a bilingual, multicultural team capable of delivering consistent service across GCC markets.
- Integrated Sprinklr CXM platform to monitor social media engagement, capture real-time customer sentiment, and strengthen feedback-driven decision making.
Manager, Consumer & Patient Care – EMEA
Align Technology Inc. (NASDAQ: ALGN)
Dubai, Remote
11.2018 - 03.2025
- Designed and scaled a customer engagement framework across EMEA, delivering $5.8M in incremental value through data-driven insights.
- Implemented a unified digital platform (mobile app, portals, and contact centers), driving a 40% increase in customer engagement and strengthening brand engagement.
- Built a comprehensive Voice of Customer program with real-time dashboards and closed-loop feedback, improving satisfaction and NPS by 31 points.
- Directed retention strategy during major operational transformation, maintaining 100% of strategic accounts through proactive customer care and loyalty initiatives.
- Managed cross-functional teams of 20+ with a $2M budget, aligning customer service protocols with business objectives and regional priorities.
- Optimized service operations through Salesforce–AWS integration, reducing response times by 25% and improving lead-to-sale conversion.
Enterprise Relationship Manager
HSBC Bank Middle East
Dubai, UAE
01.2017 - 10.2018
- Managed 200+ enterprise clients worth $200M, delivering tailored solutions to strengthen long-term relationships.
- Achieved 25% account upgrade rate (3× bank average) and lifted cross-product penetration by 8%.
Senior Flight Attendant
Emirates Airlines
Dubai, UAE
12.2013 - 12.2016
- Led multicultural cabin teams on international routes, delivering premium customer experiences and strengthening loyalty.
- Mentored junior crew and streamlined workflows, improving efficiency and service consistency.
Customer Success Advisor
British Council
Cairo, Egypt
01.2012 - 12.2012
International Account Advisor
Vodafone
Cairo
01.2011 - 12.2011
Education
Bachelor of Business Administration -
Cairo University
Cairo 04.2001 -
Marketing Foundation
Cornell university
/2023 -
Lean Six Sigma Belt
Project Management Institute
Skills
- Customer experience strategy
- Organizational Transformation & Change Management
- KPI setting, performance Monitoring & Dashboards
- Process Optimization & Service Innovation
- Multicultural Team Leadership & Training
- Customer Relationship & Loyalty Management
- Budget Control & Cost Efficiency
- International Market Expansion & Adaptation
Timeline
Customer Experience Director
CUSP
03.2025 - 08.2025
Manager, Consumer & Patient Care – EMEA
Align Technology Inc. (NASDAQ: ALGN)
11.2018 - 03.2025
Enterprise Relationship Manager
HSBC Bank Middle East
01.2017 - 10.2018
Senior Flight Attendant
Emirates Airlines
12.2013 - 12.2016
Customer Success Advisor
British Council
01.2012 - 12.2012
International Account Advisor
Vodafone
01.2011 - 12.2011
Bachelor of Business Administration -
Cairo University
04.2001 -
Marketing Foundation
Cornell university
/2023 -
Lean Six Sigma Belt
Project Management Institute
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