معتز نوفل

• Managing operations, logistics and customer experience functions (400+ staff).
• Developed a 1-year project road map for Operations and CX including backend Tech advancements, warehouse infrastructure expansion, App/Web UI/UX enhancements, last mile software, delivery partner negotiations and selection, BI reporting and KPI setting, budgeting, recruitment and team restructuring.

• Evaluate and review the Operations and Customer Experience models of Wamda Capital’s startups in the MENA region.
• Plan and execute strategic activities for startups focusing on unit economics optimization and best practices to prepare for scale and future funding rounds.
• Review and build Operational KPIs and productivity/performance metrics for the partners.
• Perform Operational due-diligence activities for new investments.
• Managed various operational and customer experience improvement projects with 15+ startups: Jamalon, The Luxury Closet, Mumzworld, GoldenScent, Modanisa, BitOasis, Lunch:On, OfficeRock, Geeks, ShopGo, Twiga.

• Reported to the Global Head of Operations, managing global expansion projects.
• Launched Aramex operations in new countries across Africa and Asia and managed the overall operational setup including service contracts, KPIs and project implementation.
• Evaluated potential partner operations in 25 countries and provided recommendations on the selection process of network agents, franchisees and acquisitions.
• Created operational and IT solutions for global eCommerce customers covering last mile, 3PL, customs solutions, real time data integration and customized performance dashboards.
• Designed and project managed the new 30, 000 sq. ft. hub operations facility at Dubai airport with a 3 million AED investment. It is a 24/7 operations with 60 staff members and state of the art automation and package sorting systems.
• Managed a year-long integration project of an USD 80M acquisition (Fastway Couriers) in Australia and New Zealand. The project covered operational due diligence, process mapping, budgeting, hiring, supplier management and IT integration.
• Led the green field operational setup of Aramex JVs in Nigeria and Botswana, including field visits, warehouse design, service coverage, supplier contracts and city expansion timelines.
• Developed the business requirements for global IT projects related to tracking systems, customer tools, and performance dashboards.
• Hands-on business and travel experience in Middle East, Australia, New Zealand, USA, Canada, Nigeria, South Africa, Botswana, Kenya, Djibouti, Ethiopia and Pakistan.

• Managed a 6 months’ migration project of customer service functions from IATA’s field offices in Africa and Middle East into the regional office in Amman, including process documentation, budgeting, hiring, communication strategy, and alignment projects.
• Created the regional customer service center of 14 staff, 12/7 operations including the design and setup of the telephony system integrated with the local CRM system (Salesforce).
• Developed customer service SOPs, KPIs and market communication plans that were customized for regional needs in terms of languages (Arabic, English and French), days of operation, different time zones and cultural awareness.
• Customized IATA's CRM system (Salesforce) to fit the regionalization needs including process flow changes, template development and functionality additions.
• Established IATA's 5-year strategy plans for customer services in coordination with other regional teams, covering regionalization plans, digitizing the customer experience and enabling IATA's vision of commercialization

• Developed the corporate policies, procedures, KPI’s, training materials, and audits for the International Express product.
• Managed the operational setup in South Africa, Japan, China, Algeria, Mauritius and Pakistan, including field visits, supplier selection process and service launch.
• Managed the global Airline expenditures (USD 60M/year) along with procurement and relationships, achieved 10% cost savings using cost/route optimization models and negotiating global and regional Airline deals.
• Enhanced the international network routing solutions and transit time standards such as enabling next day delivery service within GCC and Levant, through new direct airline movements and improving delivery capacity on the ground.
• Provided continuous operational support to Aramex offices and global partners, including: onsite/offsite training on new systems and services, conflict management and policy enforcement, improvement projects on ground operations and transit time.
• Managed multiple IT projects enhancing the tracking system, CRM and mobile devices, and other IT integrations with global service partners for real-time tracking information interchange.
• Conducted operational field audits for Aramex locations in USA, Canada, Singapore, UAE, Bahrain, KSA and Kuwait.

• Led a team of 20, managing international import, export and airport operations.
• Improved the overall delivery performance of the Express product by enhancing airline recovery process, setting up efficient driver routes and implementing a driver rewards system. This led to a same day transit time improvement by 30%.
• Managed in coordination with sales teams the product pricing, promotion and launch of the Express heavyweight product enabled through new costing and routing models, renegotiated airline costs and targeted marketing campaigns.

• Managed the documentation of SOPs, process maps and KPIs related to the International Express and Domestic products and services.
• Managed global KPIs measurement and reporting, and conducted field audits on Aramex locations for internal audit and ISO certification purposes.