Mohamed ElKhatib
Digital Customer Experience Manager
Dubai
Summary
Expert in accelerating the Customer Experience transformation by managing the end to end delivery of the Customer Experience roadmap. which require planning, scoping and building business cases, change management plans and dashboards to ensure successful delivery of the Customer Experience programs and projects in a timely manner.
along with driving the detail journeys design, supporting the implementation of Customer Experience detail design of journeys and improvement actions for selected touchpoints/segments within a given timeframe, in alignment with the assigned Customer Experience roadmap and in line with commercial strategy and customer needs. Ensure alignment and effective reinforcement and acceleration of the Customer Experience transformation during its conception, implementation and post implementation phase.
Overview
20
20
years of professional experience
14
14
years of post-secondary education
1
1
Language
Work History
Customer Experience Manager - Digital & Excellence
du
10.2021 - Current
- Ensure business success and delivery of large, cross-functional projects and programs within own area
- Increase customer's satisfaction (NPS) by 5 PP across all functions.
- Digital Customer Strategy: Develop and execute a comprehensive digital customer experience strategy aligned with business goals.
Identify opportunities to enhance the overall digital customer journey and implement initiatives to improve customer satisfaction and loyalty. - User Experience Optimization: Collaborate with cross-functional teams, including marketing, IT, and product development, to optimize digital touchpoints and user interfaces.
Conduct regular usability testing and analyze user feedback to make data-driven recommendations for improvements. - Omni-Channel Integration: Ensure a seamless and consistent customer experience across all digital channels, including website, mobile app, social media, and other online platforms.
Implement and manage customer engagement initiatives to drive brand loyalty and retention. - Data Analysis and Insights: Utilize data analytics tools to gather insights into customer behavior, preferences, and pain points.
Translate data findings into actionable strategies to improve digital interactions and enhance customer satisfaction. - Collaboration and Stakeholder Management: Collaborate with internal stakeholders to align digital customer experience initiatives with broader business objectives.
Communicate effectively with various teams to ensure seamless integration of digital strategies.
Operation Excellence Specialist - CE
du
06.2018 - 09.2021
- Operation Excellence & Efficiency
- Launching & Managing Retail Eye project from scratch
- Created a quality check standard for all retail staff
- Improved the retail quality from 40% to 82%, using store visits, group training sessions, individual coaching sessions, consistence feedback and monitoring
- Managing the system intelligence across all over the operation where is applicable
- Manage introducing the quality performance in the frontline pay/commission scheme.
Retail Assistant Manager
du
03.2017 - 06.2018
- Liaised with retail manager to cultivate and maintain positive and uplifting work environment and family-centric culture
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
- Controlled store inventory and reviewed cash handling and operations reports
- Handled customer service by dealing with complaints, organizing stock and answering customer questions
- Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue
- Upheld company customer service standards to provide customers with outstanding service and friendly environment
- Supported retail manager by identifying and leveraging partnerships that benefited community and store
- Maintained, cleaned and organized store to provide positive shopping experience for customers and inspiring workplace for team members
- Successfully drove new product lines (Postpaid & Home Service) to increase annual profits by 10%.
Operations Manager
Infas Middle East
01.2015 - 03.2017
- Devised processes to boost long-term business success and increase profit levels
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability goals
- Planned and resourced personnel and coordination for operations part exercises resulting in highly trained personnel ready to act quickly in critical roles
- Set, enforced and optimized internal policies to maintain responsiveness to demands
- Helped build and review master service agreements for work eligibility
- Reviewed shift reports to understand current numbers and trends
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
- Managed of-shore and in-shore project
- Handling with different type of customers Government Sector, Semi-Government Sector & Private Sector
- Managed 160 team members across 4 departments, resulting in approximate $150,000 increase in annual revenue.
Operations Team Leader
Infas Middle East
01.2013 - 01.2015
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments
- Aided with improving revenue and customer numbers by overseeing implementation of diverse sales and service initiatives
- Enhanced operational performance and reduced labor expenses by developing and perfecting standard practices
- Motivated and trained employees to maximize team productivity
- Produced detailed reports outlining performance against benchmarks
- Maintained team compliance with company standards, safety practices and regulatory and environmental requirements
- Increased operation efficiency by 20%.
Quality Assurance Analyst
Infas Middle East
01.2011 - 01.2013
- Fixed identified issues to increase productivity and boost workflows
- Analyzed and evaluated different builds to identify, trace and help resolve bugs
- Created and achieved product quality goals and met product specifications
- Supported company in keeping work environment focused on quality, communication, collaboration, integration and teamwork
- Planned and devised cohesive test plans for projects using advanced testing technologies
- Wrote, edited and updated project manuals and technical documentation used by quality assurance team
- Improved operation quality by 15%+.
Retail Team Leader
Vodafone
07.2007 - 12.2010
- Successfully drove new product lines to increase annual profits by 20%
- Trained team members in successful strategies to meet operational and sales targets
- Assigned jobs to individual employees by considering factors such as earlier training, current abilities and general knowledge
- Kept close eye on department employees and customers to assess theft risks and support loss prevention goals
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
Sales & Customer Service Representative
Vodafone
06.2004 - 06.2007
- PIncreased shop Sales by 10%.
- Helped customers find products and checked store system for merchandise at other sites
- Engaged with customers to effectively build rapport and lasting relationships
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings
- Handled customer inquiries and suggestions courteously and professionally.
Education
Harvard Management Mentor Program -
Harvard - Dubai
11.2020 - 10.2021
Bachelor of Business Administration: Business Management - undefined
Alexandria University - Alexandria - Egypt
09.2004 - 07.2017
Skills
Customer Journeys Desing
Timeline
Customer Experience Manager - Digital & Excellence
du
10.2021 - Current
Harvard Management Mentor Program -
Harvard - Dubai
11.2020 - 10.2021
Operation Excellence Specialist - CE
du
06.2018 - 09.2021
Retail Assistant Manager
du
03.2017 - 06.2018
Operations Manager
Infas Middle East
01.2015 - 03.2017
Operations Team Leader
Infas Middle East
01.2013 - 01.2015
Quality Assurance Analyst
Infas Middle East
01.2011 - 01.2013
Retail Team Leader
Vodafone
07.2007 - 12.2010
Bachelor of Business Administration: Business Management - undefined
Alexandria University - Alexandria - Egypt
09.2004 - 07.2017
Sales & Customer Service Representative
Vodafone
06.2004 - 06.2007
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