Summary

Overview

Work history

Education

Skills

Languages

Timeline

PAUL NDINYA

Dubai,UAE

Summary

I'm hands-on professional who's great at building lasting client relationships and crafting practical solutions that stick. With over 15 years under my belt in diverse fields like Aviation, Real estate and SaaS companies, I thrive on understanding what clients really need and turning that into wins. As a Partner Success Manager, I've honed my skills in clear communication, boosting satisfaction, and driving long term growth always with an eye on making processes and systems efficient and sustainable.

Overview

years of professional experience

years of post-secondary education

Work history

Soft services Specialist- Centre Of Excellence

Dubai Holding Community Management

Dubai, UAE

2023.01 - 2026.02

Guided onboarding and ongoing support for over 80 residential communities, teaming up with providers in waste management, cleaning, and pest control to deliver smooth, tailored services for more than 80,000 residential units across Dubai.
Streamlined vendor services using smart, lean tactics, which cut costs and boosted overall efficiency.
Worked out better deals with suppliers and fine-tuned service agreements, bumping on-time project delivery from 85% to 97% and lifting service quality by 20% and saving costs year on year by double digits.
Promoted and advocated for easy-to-use dashboards to track partner performance in real time, which helped slash escalation issues by 30% and sparked smarter upsell conversations.
Ran quarterly workshops to cross train partners, leading to a 40% jump in key metrics and a solid 95% renewal rate by nurturing those key relationships
Cultivated long-term partner relationships through partner engagement events, achieving 95% renewal rate to support sustainable growth.

Client Training & Engagement Consultant (Aviation)

Omnevo GmbH

Dubai, Germany

2022.01 - 2022.09

Led Virgin Australia inflight retail crew engagement project from start to finish, wrapping it up on time and setting clear standards that raised customer satisfaction to 97% on engagement.
Put together user guides and training sessions for crew leaders, emphasizing sales tips and POS system know-how to help teams perform at their best.
Listened to feedback from users and rolled out fresh ideas to fix pain points, making Omnevo retail POS more user-friendly and opening doors for upsells.
Created practical training resources for crew and other product users, sharpening their skills and making inflight retail operations run smoother.

Partner Engagement Manager- Middle East (Aviation)

Retail InMotion

Abu Dhabi, UAE

2018.11 - 2021.03

Oversaw inflight retail operations with 3 international airline partners, ensuring seamless supply chain execution and systems training.
Increased onboard retail sales by 15% year-on-year through targeted product launches and crew engagement
Coordinated cross-border training on systems and crew sales engagement for over 200 SKUs across three hubs.
Enhanced partner engagement via structured performance reviews, boosting satisfaction scores by 45%. within crew retail team and suppliers
Led retail training program for airline crew, achieving 15% increase in spend per passenger.
Grew business in Middle East region and beyond by sourcing new partners and vendors leading to overall growth and business presence in Middle East region.
Aligned suppliers and logistics teams to support operational scaling during seasonal demand surges.
Facilitated quarterly supplier and crew forums, increasing partner retention and engagement.
Directed effective budget and cost control measures, leading to substantial financial savings for Retail InMotion engagement operations.

Clients Engagement & Soft services Specialist (Real Estate Developer)

Dubai Properties

Dubai, UAE

2017.10 - 2018.11

Set up and maintained partner client's scope of works for service delivery in various communities, consolidating communication tools to resolve 80% of complaints within 1 day and cut issues by 25%.
Led team of seven in handling client relations and services, ensuring everything clicked for better efficiency and stronger Net Promoter Scores.
Aligned customer experience touchpoints with operational requirements for enhanced efficiency.
Acted as go-to person for client interactions, smoothing out front-line processes and leading MYDP app development to enhance user experience and streamline payments.
Designed staff training on communication and service basics, promoting client-first mindset that drove better adoption of our processes.

Training & Development Specialist (Aviation)

Kenya Airways

Nairobi, Kenya

2005.03 - 2017.04

Designed effective training programs, including hands-on operational manuals for inflight systems, service flows, which helped optimize crew performance and earned us SKYTRAX awards for Best Business Class in Africa from 2014 to 2017.
Shaped inflight service and retail strategies to make crews more efficient, while running sessions for internal teams and partner airlines.
Onboarded new staff with insights into company culture and roles, delivering targeted training that boosted knowledge, motivation, and overall customer happiness.
Sourced and onboarded new training partners and clients as revenue generating stream for training department.