جولي اللؤلؤ Merlin

Operations Manager - MEA Region
Coates Group, Dubai, UAE | Sep 2017 - Present
Key Business Partner to Market Director | Global Digital Solutions Provider | MEA HQ Operations Lead

Acting as the strategic right hand to the Market Director, I lead all back-end and regional operational strategies across the Middle East and Africa region. With full autonomy over operations, administration, client servicing, and financial planning, I serve as the hidden engine that keeps the business running—delivering results, enabling decision-making, and translating commercial vision into operational execution.

• Strategic Leadership & Executive Support: Trusted advisor to executive leadership, shaping strategic roadmaps, preparing board-level reports, and managing high-stakes decision support functions. Orchestrated multi-market initiatives that increased market share by 30% YoY.
• Revenue & Financial Planning: Delivered $4.3M in annual revenue through robust forecasting, pipeline management, and financial discipline. Achieved 99% accuracy in budget vs. actual tracking, reducing financial risk and maximizing margin.
• Project Management Excellence: Directed 400+ digital transformation projects for QSR and retail clients, overseeing end-to-end delivery—from scoping and cost estimation to implementation and client onboarding.
• Client & Market Development: First point of contact for all client requests, handling 100% inbound inquiries from existing and potential clients, contributing to a 40% increase in customer retention. Represented the company at key industry events and client engagements, directly influencing $4-$5M in annual sales conversions and client renewals. Pivotal in winning new territories across KSA, UAE, and North Africa.
• Operations Oversight: Managed a hybrid team of in-house MEA personnel and global shared services across operations, finance, customer support, and supply chain. Streamlined processes to improve efficiency by 35% and eliminate delays.
• Vendor & Supply Chain Optimization: Negotiated global vendor contracts, reducing lead times by 25% and improving on-time delivery to 98%. Implemented inventory controls that cut holding costs by 15% while maintaining 100% fulfillment.
• Administrative & Compliance Ownership: Managed business set-up and oversaw facility management, tenancy renewals, licensing, utilities, and procurement. Ensured 100% compliance in audit trails and payment cycles through internal controls.
• HR & People Operations: Ran People & Culture initiatives including recruitment, onboarding, performance tracking, and system rollouts—enhancing accuracy and reducing HR cycle times by 15%.
• Process Improvement & Automation: Led automation and digital transformation initiatives that cut manual workloads, improved reporting cycles, and accelerated response times by 50%.

• Research, write, layout literature for marketing related activities
• In-charge in social media marketing (Facebook & Twitter)
• Manages the office in terms of accounts, clients, estimation and scheduling of inspection
• Acts as a Personal Assistant to the Managing Director, i.e., scheduling meetings, preparing presentations and literature
• Maintains files and records of the company

• Oversees all pending issues of the department in terms of Commissioning of Delivered Vehicles, Training of Clients’ Representative, Warranty and Repair Services
• Registers monitors and assign customer complaints to various engineers for handling. Communicate with clients regarding complaints and after sales requirements
• Prepares offers through conduct of thorough research, estimation and liaison with technical representatives
• Maintains files and records of the department
• Administers the office in terms of manpower analysis, visa application, cash reimbursements, meeting requests and travel arrangement
• Joins and a member of the committee-in-charge of exhibitions and trade shows
• Performs other tasks assigned by the Division Director and After Sales & Quality Manager such as strong follow up on open inquiries and customer complaints

• Maintained, filed and organized confidential documents in a professional manner.
• Updated records and kept documents in correct location, well-organized.
• Attended and directed telephone calls from clients.
• Assisted in monitoring the company mail and fax mail.
• Responsible in making quotations, i.e., variable, fit out, one-time servicing, etc. for clients.
• Followed-up unapproved quotations to clients.
• Maintains records of the execution of approved variable jobs and company circulars.
• Maintains records of quality forms, company profiles and quality manuals.
• Ensured that visitor’s needs are well-attended.
• Received and communicates with walk-in visitors.
• Accomplished other tasks assigned by the Managing Director and Operations Manager such as delivering quotations and letters to clients and monitoring the needs as well as the cleanliness of the office

• Managed all executive level administrative tasks including scheduling meetings and conference calls, and arranging travel
• Assisted in development of executive level reports and presentations
• Adeptly handled incoming communications and respond to internal requests for information on a timely basis
• Handled sensitive and confidential information with discretion.
• Met with individuals, special interest groups and others on behalf of management
• Developed an innovative records management system to process executive travel-related accounting documentation
• Provided administrative support including copying, faxing, mail handling, and supplies management
• Scheduled off-site meetings by contacting guest speakers, sending notices, making appointments, conducting interviews and notifying appropriate parties of the time and location
• Coordinated internal meetings by preparing agendas and other written materials
• Processed database inquiries and adeptly utilized spreadsheet and presentation software for multiple, deadline-oriented projects, and completed expense account documentation and filing with accounting
• Prepared, distributed, collected and maintained all documents and data that relate to the quality system of the company
• Maintained the Master List of Documents, Quality Records, External Documents and Recipients of Documents and created a system for updating said documents and quality records
• Facilitated conduct of Management Review Team Meeting held semi-annually and subsequently prepared and ensured the approval of the Minutes of the Meeting
• Ensured that internal audits are conducted as scheduled
• Ensured the quality awareness of all personnel through the conduct of various quality related seminars
• Facilitated convention of the Steering Committee in case there are reported deviations and subsequently prepares the Minutes of the Meeting and ensures that same is reported to the Vice-President and President

• Research profile and prepare interview materials for specified guests
• Assist during program airing every Sunday 1:30pm-2:30pm
• Research potential sponsors for the programs
• Prepare sponsorship proposals and negotiating advertising deals
• Telemarketing
• Research and write articles for both weekly and monthly electronic newsletter
• Manage production of a quarterly international fuels and lubes magazine and directory of Asia Pacific petroleum companies which involve liaising and contracting with the printing press, preparing quotations, updating company listings of infamous oil companies around the globe
• Manage press release postings in company’s website (www.fuelsandlubes.asia)

• Assist in the production of various promotional materials for the channel’s shows
• Research and write synopsis and episode guides for the channel’s primetime shows
• Assist in programming duties (library, viewing and time-coding)

• Produce, direct and anchor news programs in English and Filipino as well as various public service programs catered to specific audiences in the campus
• Research, write and report news both in English and Filipino for the campus radio’s news programs
• Assigned as student station manager for particular productions