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Rami Al-Akel, Customer Success & Retention Manager (CVM & Churn)

Rami Al-Akel

Customer Success & Retention Manager (CVM & Churn)·e& (Etisalat)

United Arab Emirates

Diploma, Data Analytics - AI

Work experience

Total years of experience: 17 years, 10 months

Customer Success & Retention Manager (CVM & Churn)

September 2025 - Present

e& (Etisalat)

Dubai, United Arab Emirates

September 2025 - Present

• Designed and implemented a Growth Operating Model to create streamlined and consistent workflows —covering governance, workflows, roles/RACI, etc. while building end-to-end customer visibility and managing product-to-product migration paths to ensure revenue optimization

• Leading enterprise Customer success (CVM & churn) initiatives at E& by building an AI agentic model to predict customer churn, managing and designing a CVM AI model to automate and optimize CVM campaigns. to proactively prevent churning, strengthen customer engagement, and maximize CLTV
Company industry:
Telecommunications
Job role:
Information Technology

Payments & Cards Product Consultant

February 2025 - August 2025

Payrep

Dubai, United Arab Emirates

February 2025 - August 2025

Provided advisory on card product integration with PSPs, merchant ecosystems, and compliance with
regulatory and scheme requirements & Supported Mastercard product setup.
Company industry:
Financial Services
Job role:
Finance and Investment

General Manager

December 2022 - January 2025

Pick & Click Payment Services Provider & FinTech (Startup)

Dubai, United Arab Emirates

December 2022 - January 2025

Digital Payment Solutions: Spearheaded the deployment of an Internet Payment Gateway (IPG) for the country’s top 2 food delivery apps, reducing transaction processing time by 30% through API integration & automated reconciliation.
• Loyalty Card Issuance Project: Collaborated with the leading delivery app to develop the Bee-Loyalty cobranded card, utilizing agile methodologies to achieve MVP launch within 6 months.
• Payment Innovation: Designed B2B Payment Request App, & integrated it backend with the leading ERP &
Accounting Mgmt. systems in the market, streamlining Payment’s requests initiation & collection process for 25, 000+ merchants & facilities, including Hospitality, Education, Health, FMCGs & SMEs.
• Partnership & Integration: Facilitated integrations with 3 banks &1 PSP, &initiated alignment with the national switch to enhance interoperability.
• innovative Solutions: we crafted our Payment Request Application (MVP) in hackathon style to test our hypothesis with B2C users, & we iterated live toward product market fit.
Company industry:
Financial Services
Job role:
Finance and Investment

Head of Digital

July 2020 - November 2022

Banque Bmo Saudi Fransi

Damascus, Syria

July 2020 - November 2022

•Omnichannel Adoption: Drove 45% increase in mobile banking users, & reduced branch footfall by 15%
• Cards Issuance: Launched premium card offerings, boosting Card holders share to 84% of Customers base
• Loyalty Program Design: Launched card cashback initiative boosting active card users by 170% & partnered
with 500+ merchantsto offer exclusive cashback rewards, enhancing cardholders’ engagement & retention.
• Agency Banking Expansion: Leveraged 400+ exchange house branches to capture 6% of deposits &10% of
sub-$1K withdrawals, cutting branch OPEX by 12%.
• AI utilization: Integrated AI-powered chatbots to enhance customer support, reducing query resolution time
by 18%. & Leveraged AI-powered analytics to optimize customer segmentation for Digital Accounts users.
• Merchants Acquisition: Built & expanded a network of 8, 000 merchants(POS & QR), exceeding annual
merchants boarding & activation targets by 21% & 13% respectively.
• Digital Transformation: Pioneered the bank's digital transformation strategy, enhancing branch efficiency by
9% &reducing OPEX through the adoption of digital services &improving MAU, MOU KPIs & NPS scores.
• Marketing Strategy: Executed 9 CVM campaigns to increase customer LTV &reduce churn rates,
collaborated with the marketing department on several BTL, ATL, & TTL campaignslaunching & Mgmt.
• Team Leadership: Managed a diverse team of 36 (6 supervisors, 1 BI manager, 29 digital ROs).
• Partnerships: Established collaborations with 2 digital payments companies & a telecom operator for projects
such as POS for NGOs, payment gateway integration, & digital wallet launching.
• Customers Acquisition & Boarding: Executed direct sales tactics utilizing promoters’ team of (60+) to increase
digital customers acquisition & boarding (Achieved 26, 000+ Digital Acctsin 6 months) while optimizing CAC.
Company industry:
Banking
Job role:
Banking

Senior Manager Retail Sales

December 2017 - June 2020

MTN (Mobile Network Provider)

Damascus, Syria

December 2017 - June 2020

• Team Leadership: Led a team of 57, (4 area managers, 7 supervisors, logistics officer, 6 help desk & 40 Retail
Reps), Setting action plans, regional sales target, &tactics (incentive, commissions…) from 2018 till 2020
• Market Penetration: Surpassed data user targets by 32% through smart commission with OEM & partnerships
• Dealer Network Growth: Elevated a network of 3, 000+ dealers, increasing market share by 3% over 2+ years
• Mobile Money Launch: Spearheaded go-to-market strategy for digital payments platform, acquiring 50K
Wallet users in 6 months.
• Commercial Action Plan: Orchestrated the 2018 & 2019 commercial action plans for the S&D Division.
• Loyalty Program Design: Created and implemented a dealersloyalty program for 3, 000+ dealers, resulting in a
sales market share increase by 9% & NPS scores improvement by 6% between 2018 & 2020.
• Indirect channel optimization: designedOKRs& commission structures, improving team productivity by 13%
Company industry:
Telecommunications
Job role:
Sales

Analysis & Quality Manager

November 2015 - November 2017

MTN (Mobile Network Provider)

Damascus, Syria

November 2015 - November 2017

• Sales Force Optimization: Developed Sales Force Efficiency App, improving visit effectiveness & dealer
satisfaction by 30%.
• Process Improvement: Utilized predictive analytics to optimize dealer inventory management, reducing
stockouts by 10% & reducing fulfillment delays by 18%.
• Data-Driven Strategy: Analyzed channel performance to refine SOPs, contributing to 4% in sales growth in 2016.
Company industry:
Telecommunications
Job role:
Management

Head of Product Management, Collection & Quality

September 2014 - October 2015

QNB (Qatar National Bank)

Doha, Qatar

September 2014 - October 2015

• Product Lifecycle Management: Orchestrated cross-functional teams to refine product features based on market
research, which led to the enhancement of user experience & a 23% increase in customer satisfaction ratings for
our banking products.
• Digital Channel Optimization: launched Online Banking, boosting digital adoption to 13% of active customers
• Compliance & Quality: Updated KYC/AML processes &KPIs, achieving 93% compliance audit scores across 16+
branches& maintained service quality standards across them.
• ESG-compliance: Designed ESG-compliant Solar loan, aligning to the country’s clean energy dependency strategy.
• Budgeting: developed & managed the dept’s budget for from preparation, allocation to ongoing oversigh
Company industry:
Banking
Job role:
Banking

Product Manager

August 2009 - August 2014

QNB (Qatar National bank)

Damascus, Syria

August 2009 - August 2014

• Product Launches: Accomplished end-to-end development of SME loans, credit/debit cards, Consumer banking
products, i.e expats’ housing loan &smart FTD products, growing both assets & liabilities portfolio considerably
• CRM Implementation: Led rollout of CRM system across 15 branches, improving cross-sell rates by 18%.
• Training & Adoption: Trained 150+ branch staff on product features, boosting sales conversion rates by 25%.
• Account Management: Managed relationship with 3 leading insurance companies to sell bancassurance products
Company industry:
Banking
Job role:
Management

Product Development & Business Intelligence officer

September 2008 - July 2009

Bank Audi

Damascus, Syria

September 2008 - July 2009

• Optimized existing products to enhance customer experience and profitability (home appliances, & hosing loan….)
• Conducted market research to identify customer needs, preferences, and trends.
• Gathered customer feedback (focus group) to improve product features and services.
• Prepared reports and recommendations for management on product success and areas for improvement.
Company industry:
Banking
Job role:
Banking

August 2008 - September 2008

August 2008 - September 2008

Education

London Business School Dubai

December 2025

December 2025

Diploma, Data Analytics - AI

United Arab Emirates

Arab Academy

September 2019

September 2019

Master's degree, E-Business Management & FinTech

Syria

Higher institute of business administration

September 2015

September 2015

Master's degree, Marketing management

Syria

Lazarski University

January 2012

January 2012

Master's degree, Digital Transformation

Poland

AmericUniversity of Science and Technology

January 2008

January 2008

Bachelor's degree, Marketing and advertising / American

Lebanon

Skills

E payments
Expert
E payments
Expert
Artificial Intelligence
Expert
Artificial Intelligence
Expert
Fintech
Expert
Fintech
Expert
Banking
Expert
Banking
Expert
Product Development
Expert
Product Development
Expert
MARKETING
Expert
MARKETING
Expert
Digital Banking
Expert
Digital Banking
Expert
Telecom Sales & Distribution
Expert
Telecom Sales & Distribution
Expert
BUDGETING
Expert
BUDGETING
Expert
BUSINESS PLANS
Expert
BUSINESS PLANS
Expert
Customers journey mapping & NPS Optimization
Expert
Customers journey mapping & NPS Optimization
Expert
Payment Processing (PCI-DSS)
Intermediate
Payment Processing (PCI-DSS)
Intermediate
Internet Payment Gateway
Expert
Internet Payment Gateway
Expert
Data Analytics & data driven decision making
Intermediate
Data Analytics & data driven decision making
Intermediate
Business development
Expert
Business development
Expert
Application QA (Manual & Performance).
Expert
Application QA (Manual & Performance).
Expert
Monday.ocm
Expert
Monday.ocm
Expert
Financial acumen
Expert
Financial acumen
Expert
Strategic planning & Execution
Expert
Strategic planning & Execution
Expert
Account Management
Expert
Account Management
Expert
Risk Management
Expert
Risk Management
Expert
Products road mapping & lifecycle management
Expert
Products road mapping & lifecycle management
Expert
Project Management
Expert
Project Management
Expert
API Integration
Beginner
API Integration
Beginner
Open Banking
Beginner
Open Banking
Beginner
Trello
Expert
Trello
Expert
Vendors & Partners management
Expert
Vendors & Partners management
Expert
MVP Development
Expert
MVP Development
Expert
Agile Project Management
Intermediate
Agile Project Management
Intermediate
Sales
Intermediate
Sales
Intermediate
Product Management
Expert
Product Management
Expert
Administration
Expert
Administration
Expert
Business Analysis
Expert
Business Analysis
Expert
Agile Software Development
Beginner
Agile Software Development
Beginner
Management
Expert
Management
Expert
Banking
Expert
Banking
Expert
Retail
Expert
Retail
Expert
Product Development
Expert
Product Development
Expert
Digital Payments
Expert
Digital Payments
Expert
AI
Intermediate
AI
Intermediate

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Certifications
Planning Generative AI Project
AWS
Jan 2025
Show credentials
Building a Generative AI Ready Organization
AWS
Jan 2025
Show credentials
Training
Product Management
BCG through QNB Academy
Financial Modeling
Ousos
Customer Value Management (CVM)
MTN Academy
PMP
Venture
Oct 2013