Mohammad Sabri
Dubai,UAE
Summary
Accomplished professional with expertise in Business Excellence Strategy, KPI Frameworks, and SLA Governance. Demonstrates proficiency in SOP Design and Continuous Improvement, enhancing customer journeys through NPS/VOC insights.
Skilled in Digital Transformation and Change Management, leveraging CRM & Customer Analytics tools such as Salesforce and Microsoft Dynamics 365 to drive strategic initiatives.
Adept at Data Analysis and Performance Reporting using Microsoft Office suite, with a strong foundation in ISO standards and quality management practices. Committed to advancing business excellence through innovative solutions and governance frameworks.
Overview
14
14
years of professional experience
Work history
Head of Business Excellence
BinGhatti
Dubai, UAE
2022.12 - 2026.03
- Promoted Sr. Ambassador - Manager - Sr. Manager - Head
- Lead end-to-end customer lifecycle operations across 22,000+ units, including registration, handover, and resale
- Manage and develop 120+ professionals across CX, contact centre, and operations
- Drive business excellence and CX strategy, aligning operations with continuous improvement frameworks
- Implement governance models, KPIs, and SLA structures to enhance service performance and accountability
- Establish QMS practices, standardizing processes and driving operational improvements across functions
- Lead Voice of Customer programs (NPS, Qualtrics), achieving 90%+ satisfaction
- Drive CX and digital transformation initiatives to enhance automation and customer engagement
- Conduct performance reviews and advise senior leadership on operational strategy and improvements
- (Sr. CX Ambassador— Manager— Sr. Manager— Head)
CRM Executive – Engagement & Communication
DAMAC Properties
Dubai
2021.01 - 2022.11
- Managed customer engagement and communication strategies to enhance client experience and brand loyalty.
- Planned and executed exclusive VIP events, launches, and client networking functions to strengthen relationships with high-value customers.
- Coordinated end-to-end event management including invitations, venue setup, logistics, hospitality, and post-event follow-up.
- Developed targeted communication campaigns for VIP clients, ensuring timely updates on launches, handovers, and special offers.
- Acted as a key point of contact for premium clients, handling inquiries, requests, and escalations with a high service standard.
- Collaborated with Sales, Marketing, and Operations teams to deliver seamless customer experiences during events and campaigns.
- Maintained CRM records, customer profiles, and engagement history to support personalized relationship management.
- Tracked client feedback and event performance metrics to improve future engagement initiatives.
- Strengthened brand reputation through professional relationship management and high-touch customer service.
Operations & Event Management Roles
Dubai
Dubai
2012.01 - 2020.01
- Led operational planning and delivery for corporate events and projects.
- Managed stakeholder communication, vendor coordination, and logistics execution.
Education
MSc - Operations & Logistics Management
University of Dubai
BSc - Management, Marketing & Public Relations
University of Sharjah
Skills
- Business Excellence & Governance
- KPI Development & Performance Management
- SLA Governance & Service Excellence
- SOP Development & Process Standardization
- Continuous Improvement & Operational Excellence
- Customer Journey Management
- NPS & Voice of Customer (VOC)
- Digital Transformation & Automation
- Change Management
- CRM Strategy & Customer Analytics
- Salesforce, Microsoft Dynamics 365, Genesys, IPMS
- Data Analysis & MIS Reporting
- ISO Standards & Quality Management Systems (QMS)
- Process Mapping & Workflow Optimization
- Stakeholder Management & Cross-Functional Leadership
- Microsoft Excel, PowerPoint, Visio & Project
Accomplishments
- Created, initiated, and implemented SPA Smart Sign, streamlining sales agreement processes, reducing processing time by 30%, and enhancing customer satisfaction
- Designed and launched a centralized Case Management System, improving response time by 40%, handling 10,000+ cases monthly with reduced manpower, and increasing NPS and overall customer satisfaction
- Established and managed social media complaint handling frameworks, increasing responsiveness, reducing resolution time by 35%, and strengthening customer engagement across digital channels
- Developed and optimized standard operating procedures (SOPs) and service level agreements (SLAs), standardizing workflows, improving operational efficiency, and ensuring cross-functional alignment
Languages
English
Fluent
Arabic
Native
Timeline
Head of Business Excellence
BinGhatti
2022.12 - 2026.03
CRM Executive – Engagement & Communication
DAMAC Properties
2021.01 - 2022.11
Operations & Event Management Roles
Dubai
2012.01 - 2020.01
BSc - Management, Marketing & Public Relations
University of Sharjah
MSc - Operations & Logistics Management
University of Dubai