E-Commerce Program Manager
DHL Express
Total years of experience :14 years, 1 Months
Objective: Lead generation, Drive revenue growth and customer retention, in a start-up environment.
• Strategic Planning : Led the development of strategic and tactical plans aligned with the long-term goals of DHL, considering market trends and stakeholder expectations. Developed an annual planning calendar.
• Implemented the SME 360 Program for DHL UAE, focusing on finding, reaching, winning, and retaining small and medium enterprise customers. Increased the customer portfolio by 4X and revenue by 5X within 2 years.
• Launched Go Green Plus, a sustainability-focused product aimed at helping customers reduce their carbon footprint.
• Digitized the customer onboarding process, resulting in a 60% increase in conversion rates, thereby enhancing customer experience and satisfaction.
• Leadership : Certified as an International Manager (DHL Certification).
• Acted as a team performance coach for a high-performing sales team of 7 members, consistently driving performance metrics, meeting sales targets, and KPIs.
• Team Development : Responsible for setting objectives, employee development programs, recognition and evaluating performance for a team of 5 direct reports.
• Training and Development : Conducted trainings to enhance team skills and knowledge.
• Established Strategic Partnerships with Dubai Economic Department, Dubai Commerce City, payment solutions (TABBY), and Marketplaces (EBAY, AMAZON) resulting in a 25% increase in SME sales.
• Provided Business Intelligence: Conducted regular market research, competitor analysis, and rate card analysis to identify trends, opportunities, and threats, thereby ofering valuable business intelligence.
• Conducted mystery shopping exercises with competitors to gain insights for improving the companys positioning and oferings.
• Performed Regular Business Reviews (MBR, QBR, ABR) with the top 20 customers, identifying areas for improvement and fostering strong partnerships.
• Project Management : Served as a member of the Digitalization Council at DHL, responsible for translating business requirements into product specifications and overseeing the rollout of projects to production, while liaising with cross-functional departments.
• Successfully managed the deployment of IT API integration projects with customers, ensuring seamless integration to enhance operational eficiency and customer experience.
• Stakeholder Engagement : Led cross-functional teams to successfully implement projects, maintaining collaborative relationships with stakeholders at all levels.
• Communication & Data Visualization and Reporting : Developed and maintained commercial reporting using Power BI and a self-developed reporting tool, providing actionable insights to the sales team and senior leadership.
• Marketing : Developed and executed digital marketing campaigns collaborating with our marketing team. Conducted Partnership Events, Email marketing and Social media advertising, to increase lead generation.
• Continuous Improvement : First Choice certified (DHL Certification), to Drive a culture of continuous improvement by identifying opportunities for optimization and innovation across all aspects of the organization.
Objective: To provide critical data-driven insights and support to sales teams and the organization as a whole.
• Monitor and evaluate the performance of the sales team against targets and KPIs.
• Create regular sales reports and dashboards to provide insights to sales managers and senior leadership.
• Ensure data accuracy and integrity by maintaining and updating databases.
• Create visually engaging presentations to convey complex data and insights.
• Identify patterns, trends, and opportunities in the data to support decision-making.
Objective: To manage, maintain, and optimize DHL’s IT infrastructure to ensure the availability, security and
reliability of all IT systems.
PROJECTS
• Headed Data Center Migration from DHL Terminal 2 Office to DHL Meydan Country Office.
• Developed and Deployed Continuous Improvement Quality Management web portal.
• Developed and Deployed Online HR Helpdesk web portal.
• Deployed VMWARE Virtual Desktop Infrastructure for DHL UAE.
• Managed Customer onboarding on DHL’s Ware House Management System (LFS)
RESPONSIBILITIES
• Liaise with Business to understand Business Requirements and coordinate with vendors for Product Development and IT Infrastructure Deployments.
• Coordinate Change Requests and develop Release Plans with ITIL best practices.
• Assist managers with IT infrastructure and Service Audits.
• Maintain 99.9% Uptime for Servers, Hyper-V, VMware and Citrix Infrastructures.
• Administration & troubleshooting of DNS, AD, DHCP, IIS, File, Backup and Print servers (WS 2012).
• Management of Group Policies, CMDB and Patch Releases.
• Manage Weekly and Monthly Backups and Administered Data Restorations.
• Installation and Maintenance of HP ProLiant Servers, DL 360 & DL 380P - G6, G7, G8, G9.
• UNIX Management of EMC Storages VNX 5200, VNX 5300, VNX 5400.
• Administration, Design, Migration and management of SQL Databases.
• CISCO Router & Switches: Configuration and VLAN setup
• Test and evaluate software. Troubleshoot hardware and software issues.
• Responsible for planning and developing software solutions and web applications, supporting and maintaining the companys website and digital products.