Mohammed Al Nahas

Leadership

• Led a team of 12 account managers, overseeing their performance, providing guidance, and ensuring alignment with company OKRs.
• Managed a portfolio of 900 vendors, ensuring optimal performance and growth and optimization across various metrics.
• Set targets for account managers to meet business objectives.
• Provided formal feedback through monthly connects and end of year reviews, implemented coaching plans, and identified talent for growth within the team.

Sales

• Focused on increasing the share of vendor business within the platform through targeted strategies and relationship management.
• Strategically drove vendors top-line growth on the platform by focusing on orders, GMV, basket value, customer acquisition, retention, and purchase frequency.
• Ad revenue growth by Identifying and acquiring new opportunities.
• Tracked key metrics of ad campaigns (budget, clicks, click to order, GMV, and ROI)
• Led partner exclusivity agreements, strategic planning for exclusive vendors, and in-app marketing initiatives.
• Securing exclusive content and deals from vendors, loyalty programs & rewards.
• Vendor market analysis and penetration.

Operations and Logistics

• Analyzed vendor performance metrics to drive improvements and to meet set metric benchmarks and thresholds.
• Maintained high standards in vendor operations and logistics to enhance overall end customer experience.
• Ensured exceptional end customer experience through detailed management of vendor activities and performance.

Data Analysis

• Developed comprehensive reports and visualizations using tools like Excel, Tableau, Looker, Google Studio, and Salesforce to present insights and make data-driven decisions.
• Monitored vendor performance metrics and conducted deep-dive analyses to identify opportunities for eficiency and growth.
• Performed deep-dive analyses of business problems, formulating situations, complications, and recommendations to drive strategic decisions.

Main Responsibilities:

• Managed a diverse portfolio of 80-90 vendors, ranging from AAA to C grade.
• Conducted comprehensive profiling and data analysis of vendor portfolios and vendor performance.
• Analyze sales and operational metrics, including but not limited to:
o Top lines Order, GMV, basket value, customer acquisition, customer retention, order frequency
o Ad-revenue campaigns
o Failed orders, vendor late orders, preparation times, reachability, and customer contact rates
o Vendor optimization and menu engineering
• Analyzed ad campaigns:
o Order/GMV growth
o Sessions
o Click-to-order
o Micro conversions
o ROI
• Identified potential brands and provided consultations by problem solving using situation, complication and recommendation framework.
• Addressed issues with inactive/churned vendors by optimizing delivery times, minimum order requirements, and delivery fees. Monitored:
o Net failed orders
o Busy periods
o Menu image quality
o GEM promotions
• Oversaw partner contracts and commission rates, assessing profiles to renegotiate commissions based on order volume and operational KPIs.
• Negotiated exclusivity contracts and exclusive ofers with A and AAA brands, providing tailored marketing support through social media, app push notifications, and influencer campaigns.
• Presented monthly performance reports for each brand, outlining current status, future strategies, and KPI development.
• Promoted own delivery for partners with high failure rates, busy periods, or those using outsourcing agencies or in-house drivers, calculating cost reduction opportunities.
• Monitored brand activity on competitor platforms to stay competitive.
• Coordinated with marketing teams for support on new ofers and exclusive deals through social media channels, notification cards, and push notifications.

• Maintained and strengthened relationships with key accounts and existing customers.
• Conducted performance review meetings with key accounts to ensure service alignment with contract SOP/SLA and meet service KPIs, addressing achievements, complaints, and unresolved issues.
• Coordinated escalations and complaints with support functions to adhere to service agreements.
• Streamlined support functions to meet customer requirements and planned service enhancements or new requirements.
• Executed cross-selling and upselling strategies; prospecting, cold calling, and researching new opportunities.
• Developed customized business solutions and calculated costs for proposals.
• Defined new customer requirements and assisted in drafting SOPs and SLAs.
• Monitored revenue and growth for new and existing accounts, tracking service KPIs.
• Logged daily sales activities in CRM and reported to the sales manager/regional commercial manager on new deals, opportunities, performance, and competitor status.
• Managed vendor registrations and established relationships with solution providers.
• Handled invoicing, aging reports, and follow-ups with the credit controller to ensure timely payments.

• Managed day-to-day customer issues and team tasks, resolving requests, complaints, and service desk issues promptly.
• Conducted root cause analysis and implemented corrective actions for problematic shipments.
• Created and presented weekly/monthly reports on KPIs, retail sales, and new accounts to the product manager.
• Assisted in budget preparation, sales forecasting, and team target setting.
• Trained and evaluated team members on performance, customer service levels, and product knowledge.

• Provided clients with information, promoted company products, and ensured a full understanding of services.
• Managed shipments processing, customs issues, and invoicing.
• Followed up on special shipments, verified alerts, and ensured timely invoice delivery.
• Reviewed receivables and followed up with the credit controller to ensure prompt payment.
• Prepared job-costing sheets and issued statements of accounts.