Global Head of Customer Success
serVme
مجموع سنوات الخبرة :14 years, 7 أشهر
Dubai, United Arab Emirates
SerVme is a data integrated enterprise SaaS software facilitating restaurant reservations, guest management, integrations, payments and CRM. We help hospitality brands & hotels become more efficient in their daily operations, understand guest spending, personalize the user experience and increase customer loyalty by way of powerful integrations.
•Led global customer success initiatives to drive product adoption and maximise business value for clients in hospitality and hotel sectors.
•Oversaw seamless onboarding, training, renewal and systems implementation across key markets including Middle East, Europe, Asia, and upcoming expansions to UK and Africa.
•Developed and promoted a collaborative culture with a keen focus on service excellence, quality, and speed through continuous team training and leadership.
•Interacted with C-suite management of top-tier clients, including Hyatt, Rixos, Accor, Intercontinental Hotels, Wyndham, and Radisson to ensure alignment with business objectives.
•Communicate with engineering and product team for product roadmap, feature prioritisation and rollout.
•Headed analysis of data sets on customer usage, product adoption feedback to improve NPS, VoC, ARR, UX Metrics through implementation of strategies.
Collaborated with founder to transform venture's vision into a highly effective business plan. Established efficient backend processes, impactful branding strategies, and compelling website content. Implemented cutting-edge software solutions, including ShipHero and Xero, to enhance operational efficiency. Led recruitment of a skilled operations team to foster a culture of excellence. Represented company at prestigious industry events such as Beauty World and Seamless, effectively showcasing the company's offerings.
•Steered successful launch strategies for website and social media channels, resulting in increased visibility and engagement.
•Developed persuasive pitch decks that contributed to securing key partnerships.
•Acquired new clients through strategic lead generation efforts, resulting in a significant expansion of the client base.
•Played a pivotal role in expanding the geographical footprint of company by contributing to overall growth and market presence.
Apart from this I worked on consultancy projects focused on starting a hospitality consultancy business in UAE. During this time I also co-founded a boutique digital marketing agency based in Dubai handling social media, PR, influencer marketing, branding services for host of clients across varied industries.
Fresha is the leading marketplace platform for beauty & wellness trusted by millions of consumers and businesses worldwide. Fresha allows consumers to discover, book and pay for beauty and wellness appointments. Fresha is used by 120, 000+ businesses and 500, 000+ beauty and wellness professionals worldwide, processing over 1 Billion appointments to date.
Worked on global go-to-market strategy for company’s online booking marketplace to ensure seamless integration with beauty and wellness industry. Organised and chaired training programs to foster enduring relationships and engagement with venue partners. Devised and implemented a sustainable, partner-focused account management strategy to drive operational efficiency. Communicated with cross-functional teams, including Customer Experience, Sales, Operations, Product, and Engineering to tailor product enhancements and strategic initiatives to local market needs. Championed process improvement and tactical training for strategic implementations by accelerating widespread adoption of engagement models. Secured new client contracts by transitioning from a software subscription to a profitable payment transaction fee model.
Oversaw all facets related to account management and client engagement for high-profile SaaS products in UAE market to enhance business growth and revenue. Co-ordinated deployment and user adoption strategies for products, including Zomato Book, Gold, and Base. Mentored Account Managers and supported in portfolio growth, revenue management and implementation of key projects. Acted as the primary liaison between UAE clients and global HQ and core product team by channelling feedback to improve user experience and support new feature development. Collaborated with marketing and PR teams to drive user-side demand through strategic events and communication initiatives.
•Coached a diverse team of account management, scaling from 4 to 31 employees and guided in delivering end-to-end client services from onboarding to advanced troubleshooting.
•Directed all efforts associated with global pilot launch of five innovative products, including Cashless, Zomato Book, Table Reservation, Gold and Base by contributing to company's technological advancement.
•Retained a client churn rate under 2%, showcasing effective client relationship management and retention strategies.
•Initiated and executed major events, such as Abu Dhabi, Dubai Dining, Nightlife Month, and Italian Restaurant Week, resulting in accelerating brand visibility and engagement.
•Achieved top country performance for product adoption and client retention by reflecting exceptional client engagement skills.
JadoPado is a leading marketplace in the UAE. I started with handling the Customer Service department and Corporate Sales department for JadoPado and have put together the customer service team to handle any queries via social media (Facebook, Twitter) as well as traditional modes such as telephone, live chat and email.
Executed all customer communications, both inbound and outbound, maintaining high service standards and adherence to Standard Operating Procedures. Analysed purchasing patterns and online traffic to segment accounts and create targeted promotional campaigns. Conducted in-depth analysis of cart abandonment rates by collaborating with marketing to optimize deals and promotions based on customer feedback. Collaborated with Allianz Global Insurance to launch extended warranty offerings, ensuring seamless service delivery and customer satisfaction. Co-ordinated with finance teams to identify and address disputes and monitor accounts receivable by upholding fiscal responsibility and client trust. Navigated JP Shield an accidental warranty service by setting industry standards for online, retail electronic purchases.
•Established and led customer service and corporate sales departments at a leading marketplace, pioneering a team of nine.
•Implemented workflows for warranty, returns, and refunds to drive international shipping operations to over 200 countries.
•Initiated and scaled e-commerce business operations from local city delivery to global distribution.
•Represented company at industry events by demonstrating expertise in e-commerce and technology trends.
•Steered strategic transition from e-commerce website to marketplace that expanded product categories and seller base.
Advocated for commercial premier services group initiative by delivering keen focus on service excellence and complaint resolution for corporate clients. Spearheaded risk management and process optimisation for effective client engagement. Drove process re-engineering and shaped customer focus groups to instil a service quality culture across bank's divisions. Managed client tiering and servicing model for seamless integration with bank's overarching goals. Oversaw client inquiry handling by identifying root causes and formulating preventive strategies to mitigate future issues.
•Guided a team of eight and daily operations for establishing a culture of continuous improvement and client satisfaction.
•Formulated and integrated a client tiering and servicing model that aligned with bank's strategic objectives.
•Engaged in proposal development and presentations, contributing to the bank's product enhancement based on client feedback.
•India SPOC for 23 global clients including Procter &Gamble, Siemens, Pfizer, Lafarge, Oracle Inc., Kimberley Clark Ltd., Colgate Palmolive, Baker Hughes, Texas Instruments to name a few and a back-up manager for another 23 clients.
•Resolving client queries regarding co-ordination with respective departments for various products like Trade, Domestic Account Services, Clearing, Cash Management, IWDW, Payment solutions, Commercial Cards, Fund Transfer, Remittances, Treasury and KYC norms and also liaising with the Sales, product and implementation teams for successful project roll outs and product suite improvements.
•Identified potential enablers and barriers to success by tracking root cause and driving process level improvement projects.
•Built productive relationship with client seniors by understanding client products, interfaces, system, processes thereby ensuring service excellence and deliverables quality through in-country and regional and global service review decks.
•Key client contact in overall service relationship, partnering closely with Implementation, Product Sales and Relationship team to bring a cohesive support structure thereby supporting revenue goals and expense reduction initiatives.
•Trainer for CitiDirect and presented the department for many in-house events and initiatives.
JadoPado for Business
JadoPado was a leading marketplace in the UAE and was recently acquired and
relaunched as noon.com
As a part of the launch team at JadoPado, I set up their Customer Service
department and Corporates Sales department.
Hired and lead their query resolution center and handled any queries via social
media (Facebook, Twitter) as well as traditional modes such as telephone, live
chat and email.
•
Formulated and designed work flows for all policies (warranty, returns, refunds)
and strategies to take international shipping live to 200 countries apart from
UAE.
•
Launched the extended warranty coverage with Allianz Global Insurance
Company. Trained their staff, worked on process flows and set expectations for
the service delivery for JadoPado customers.
•
Solely responsible for the management of all kinds of inward and outward
communication with customers and liaise with internal teams to resolve any
client issues. Created Standard Operating Procedures to ensure correct
process / system adoption and usage
•
Provide inputs to Operations team for adherence to SLAs as well as managing
client expectations as per the agreed terms of the client contracts and achieve
client delight.
•
Segmented accounts according to purchasing behavioral patterns, online traffic
and location thus forecasting and developing customized promotion campaigns.
•
Collaborated with finance team to sort out any disputes with payment
processors, banks, PayPal and monitoring accounts receivables due.
•
Proactively assesses, clarifies and validates customer needs on an ongoing
basis.
•
Engaging with the community by arranging Technology Blogger centric events
and connecting with social media Influencers.
•
Ensured that the delivery of services from business partners and support
functions achieve service standards agreed with clients, and continuously aim
to raise the service standard benchmarks.