Managing Director Cyprus & Greece
Aramex
Total years of experience :26 years, 7 Months
Management & Supervision of both companies/entities’ aspects related to:
• Strategy & Planning:
- Setting targets, goals and, KPIs in line with the organization’s overall strategy, expansion, and market growth
- Ensuring adherence to OPEX and CAPEX allocated in the entities yearly budget
• Business Development:
- Explore new markets within the EU, local opportunities for services’ growth
- Introduce new solutions for e-commerce B2C business, fulfilment and logistics services
- Monitor and review the profitability of the services to ensure that budget and profitability targets are met
• Operations Optimization:
- Establish & supervise the new Cyprus hub and gateway operations after BREXIT
- Explore new last mile delivery routes and operators within Europe
• Profitability & Cash Flow Management
• Budget Utilization:
- Contribute to the budgeting cycle and provide input to the budgeting process
- Ensure effective utilization of companies/Teams’ budget, and report on progress and challenges
• People Management:
- Identification and recruitment of key talents to different teams/departments
- Manage, guide and assist direct reports to perform their functional operations in accordance with set policies and procedures
- Set performance objectives, provide necessary support, evaluate/appraise the team and provide regular feedback on performance
- Uphold a high-performance working environment and promote the Organization’s Values
• Customer experience strategy development and management across all the organization’s channels and touchpoints, ensuring smooth integration at all stages
• Development & enhancements of customer-centric solutions across the whole organization. Cooperating with the digital team in utilizing new digital technologies that can be integrated to improve CX
• Road mapping of the Customer Journey across different channels to ensure delivery of highest standards of the CX Design
• Responsible to identify and drive areas of improvement that enhance and shape front and backend customer service teams
• Designing & managing VOC programs/surveys, Chat Bots, notification mechanisms and POS integrated platforms. Analyze outcome and satisfaction levels and setting action plans for enhancements
• Managing Multiple Stakeholders - internally and externally/3rd party. Lead and manage the Call Centers, Social Media, Receptions/Outlets and Customer Service teams across Aramex network
• Work with customer service teams across Aramex network to drive improvement by developing ways to influence process and behavioral change and deliver positive results that impacts the customer experience
• Manage a team of customer service managers/analysts that are able to quickly react to business needs, in order to achieve an accurate view of the end to end customer experience
• Manage, motivate and develop the customer service teams, in order for their skills, behaviors and performance to match the needs of the organization’s values
• Performance appraisal, in line with the reward scheme, ensuring that behavioral and personal development needs are identified and acted upon
• Design an internal platform (system) that links all the teams’ communications to follow on all daily customer requests & needs
• Establishing, reviewing and updating the corporate customer service policies & procedures
• Keep up to date in relation to competitors and best in class organizations through benchmarking activities
• Responsible for all Shop&Ship sales, marketing, operations and opportunities identification.
• Followup on all business aspects in the Middle East and GCC Countries stations
• Website Administration and development
• Following up on sales aspects including Policies and procedures, employees bonus schemes and incentives, customer reward systems, training and coaching
• Handling product related marketing activities in conjunction with the marketing dept
• Business development and opportunity identifications in all countries where Aramex is operative
• Organize and lead the Export_Key Accounts sales organization
• Assist in the development of a customer-oriented mindset within the department
• Develop and follow-up the Logistics function
• Develop a detailed understanding of the market, trends and opportunities
• Maintain close observation of competitor activity and provide timely reports
• Define JCF Export & Key Accounts sales strategy, conveying Division’s guidelines and ensure its effective implementation
• Validate JCF annual Export & Key Accounts sales targets, according to Division orientations and objectives
• Lead JCF's efforts in continuous profitability improvements through product positioning, short-term and long-term planning
• Define the pricing policy and participate in the development process of new products/services
• Develop relationships with key market players (associations, specifiers, and other decision makers)
Responsibilities included studying Project/Tender requirements for both the Local and Export markets, proposing sketches and designs, submitting quotations and offers, as well as preparing statistical reports and cost analysis sheets.
Duties also included Local/Export markets business development, opportunity identification, prospecting for new segments and markets through marketing campaigns and presentations.
Duties also included setting pricing strategies, preparation and analysis of reports for both the Local and Export markets.
Participated in the following projects executed at PCG/Jordan:
1) Company: Global One
Project: Human Resources Utilization & Efficiency
A comprehensive study has been conducted to evaluate human resources allocation and utilization in order to achieve the required Global One set targets, efficiency, and productivity by monitoring and evaluating departmental and individual performance.
2) Company: International Luggage Manufacturing Co. (ILMC-Boscan)
Project: Design a HR Recruitment System
A recruitment and selection system has been designed and implemented for the garment and luggage industries factory.
The objective of the project was to generate a sufficient large pool of qualified applicants to select from, set selection criteria to assess the abilities, strengths, and weaknesses of the candidates, conduct behavioral and technical courses to upgrade abilities and skills.
Responsibilities included studying Project/Tender requirements, proposing sketches and designs, submitting quotations and offers, as well as preparing statistical reports and cost analysis sheets.
Other functions carried out, involved meeting with consultants and specifying products ranges, requirement identification through presentations.
Duties also included following up the introduction of new products with the suppliers, comparing them with existing similar products in the market through market surveys and studies, as well as the follow up and determination of consignments, delivery time, payment methods and commercial terms.
Responsibilities included Export markets opportunity identification, meeting with potential clients, designing and identifying needs as well as constructing proposals to suit export market requirements, designing and implementing commercial systems taking into consideration Export regulations and rules.
Duties also included setting pricing strategies for both the local and export markets as well as the maintenance of price lists.
Other functions carried out, involved the preparation and analysis of reports for local sales, movement of products, and the preparation of reports on customer satisfaction regarding products and services.
Responsibilities also included monitoring of raw materials and finished stocks, development of stock control procedures for the different items, as well as material handling and storage techniques. Experience also involved long-term forecasting of raw materials and finished goods in conjunction with the production department.
* School : College De La Salle (Frères) Amman - Jordan Sept. 1978 - June 1990