3rd Party Logistics Community & Expansion Manager
Jumia
Total years of experience :12 years, 1 Months
Research, identify & execute on opportunities / partnerships to enhance the customer delivery experience through expanding last-mile capacity operationally & technologically
Initiated & implemented partnerships with 6 new 3PL companies in my first month at Jumia.
Part of the leadership team for managing Jumia’s Black Friday campaign in 2017 with a volume of over 2 million items, through designing the network sorting & dispatch to our 3PL partners.
Developing the logistics (last mile) through a marketplace model, such as integrated hubs, pickup stations & vendor drop-offs which lead in decreasing our fixed and overall last mile cost.
Manage and optimize all captain support channels (voice, non-voice & walk-in support), leading all support team of 30 members
Initiated & executed partnership for ride/trip insurance covering both captains & customers for personal accident across Egypt, KSA, & Pakistan.
Led the project of dividing Careem care organization in Egypt to have captain dedicated care team, & launched 24/7 captain voice support center with HC +70 agents
Achieved 20% increase in captain satisfaction score
Launched biggest loyalty program for captains partnering with 10 major firms and NGOs - including (Shell, Nacita, GB Auto, Contact, B.tech & others) to enable awards and offers for consistently top performing captains
Liaise with product, central captain experience teams on mapping out captain app user experience & interface.
Awarded with the employee who demonstrated the value of ownership the most during Careem’s anniversary in 2016
Worked for a little while on training and onboarding of new drivers throughout their first 4 weeks on the job
Managed a team of fleet coordinators to increase drivers activation rate and performance enlarging overall fleets’ number of trips and fulfillment rate
Redesigned training workshop leading to higher drivers satisfaction and decreasing early churn
Responsible for the overall management of the organization’s branch in Bahrain making 35% growth rate spiking ranking to 30th from 46th amongst 124 branches worldwide
Successfully secured a partnership with Tamkeen worth one million USD for investing in youth development programs.
Led a team of 10 and 4 local branches leading to 20% decrease in operational cost and an NPS of 94 from customers
Managed 8 local branches across 4 cities leading to 64% growth of the program and making AIESEC in Egypt the fastest growing branch in 2014 across 124 branches worldwide jumping rank from 29th to 10th globally
Successfully increased conversion rate from applicant to hire by 100%
Doubled the number of suppliers from previous year
Worked on training needs analysis and execution of training plan for 400 employees
Worked on employee satisfaction and retention decreasing attrition rate of technical support agents
Contributed to workforce planning project that led to 7.2 million decrease in annual budget
Worked on job evaluation and redesign for 37 job titles and restructuring of overall organization’s structure
Tarraqi "HR Consultancy, Training & Nomination"
Training Coordinator June 2010-January 2011
2008/2012: Arab Academy for Science, Technology and Maritime Transport
