KSA Experience & Quality Leader
CAREEM
Total years of experience :10 years, 0 Months
♣ Build and lead, from the ground up, Careem’s engagement and retention strategy for supply partnerships across KSA.
♣ Oversee the global Retail Partnerships team, helping to guide strategy development and setting key priorities.
♣ Develop and implement captain churn strategy to reduce it by 25%.
♣ Managed and launched KSA captain’s community program.
♣ Conduct diagnostic analysis on in-ride quality feedback and determine key priority initiatives to help improve customer in ride experience.
♣ Employ quality metrics to define and improve rider/driver experiences; drive and support key initiatives across all business teams to grow strategic and long-term opportunities with partners
♣ Innovate/execute a new roadmap and strategy to foster high levels of ride Quality; collaborated with aligned different teams and functions.
Key Contributions:
♣ Managed the implementation of new quality software that impacted 200K captains and reduced 15 % of low rated trips across Careem network.
♣ Lead Captain loyalty program from planning to execution to achieve 20% increase in captain retention.
♣ Optimized, prioritized, and drove process improvement opportunities by successfully spearheading multiple projects; maintained open channels of communication that incorporated information sharing, seeking input from others, and valuing diverse viewpoints.
♣ Communicated/reported detailed business goals, programs, growth/processes, project design, and development to internal/external stakeholders; when needed, obtained approvals and permits from relevant authorities to complete projects; and evaluated risk/reward tradeoffs.
♣ Mapped project scope and objectives; enhanced and streamlined project configurations aligned CSF; formulated strategic plans; and made informed resource allocation estimates.
Key Contributions
♣ Continually monitored projects to maintain the highest standards of deliverable quality according to envisioned implementation methodologies.
♣ Ensured that escalation procedures were followed to avoid unexpected problems; resolved all work issues.
Managed the parameters of operational and service quality based on defined key quality metrics, investigated and remedied customer issues and complaints relating to quality, ensured a high level of internal and external customer service.
• Assessed business testing needs in partnership with business areas and IT and successfully managed the testing center of excellence activities and staff and formulated company-wide procedures and guidelines for all testing activities.
• Set testing and quality standards for internal and third party systems, managed financials and provided yearly forecasting for testing and QA needs.
• Performed reviews and provided guidance to testing and quality teams as part of any development or integration out sourcing.
• Briefed the top management on quality risks and gaps and endeavoured to remedy the same towards a more robust operational
framework.
• Assisted technology users in identifying and implementing systems improvements, administered database platforms and
associated systems efficiently and effectively to ensure that ability to meet business requirements and goals.
• Provided technical support and advice to other Information Systems Team members and other technology users.
Certifications Marketing 3.0 kotler impact, Saudi Arabia 2010 Marketing Management Project P&G, Saudi Arabia 2008 Advanced Web Application Development Dar AlHekmah , Saudi Arabia 2010