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4C is EMEA’s largest independent Salesforce Platinum partner and one of the leading CRM consultancies in Europe and the Middle East.

In this role, I managed a cross-functional CRM product delivery team of 5 consultants, architects, QA, and software engineers.

Main Achievements:

-Managed monthly product P&L (AED100K) and drove product delivery strategy to ensure optimal resource utilisation, team capacity, and on-time product delivery.
-Launched 5 multi-cloud Salesforce (Sales Cloud and Marketing Cloud) products for clients including Atlantis the Palm, Azizi Developments and UAE Pro League that enabled better marketing automation and achieved an NPS score of 9.
-Prototyped Guest Services Mobile Application (iOS) for Kerzner Hospitality Group that resulted in a full mobile app development project.
-Developed product roadmaps and outlined specific features at the RFP stage, resulting in 1M AED in customer acquisitions.

After Avigilon's acquisition by Motorola, I became the product manager for the B2B Partner Portal. The B2B Partner Portal provides online customer access to the latest Avigilon product software and firmware files, knowledge-based articles & content library, technical support, including online case creation, training certification courses, Quote Generator, Order Status and marketing content.

In this role, I was responsible for leading the development and launch of B2B Partner Portal, collaborating with cross-functional teams to define the product vision, gathering requirements, performing useability tests and rolling it out for over 2K partners within 4 months.

Main Achievements:

-Drove Product strategy by collaborating with engineering, UX and business stakeholders to identify gaps, prioritise roadmap features, and implement enhancements, increasing customer conversions by 30%.
-Managed an agile development team of 10+ designers, developers, architects, analysts, engineers, marketers and product managers (internal and external).
-Owned and tracked KPIs for the product - achieved $500K in costs savings after the retirement of Salesforce Communities, and increased customer order conversions (from 20% to 50%)

The University of British Columbia was rolling out ServiceNow to 11K employees as part of the CIO Digital Transformation initiative to streamline internal IT operations and reduce costs of legacy products.

In this role, I drove the development, launch, and user adoption of the ServiceNow product. My scope of work included product requirements gathering, gap analysis, owning product roadmap, KPIs, feature prioritisation and delivery.

Main Achievements:

-Prototyped, tested and launched a university equipment reservation system resulting in improved inventory tracking and better data reporting.
-Conducted user research interviews: 500+ customer interviews after the product launch to identify new feature enhancements.
-Designed initial wireframes for ServiceNow mobile apps (iOS & Android) and led the beta product launch with a team of 2, piloting it out to 100+ agents.