Zeina Muna - Sr Director of Customer Experience, Flash Pack

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Work Background

Flash PackSr. Director of Customer Experience

Jan. 2025Lead and mentor a global CX team of 20, driving high-performance and exceptional customer experiences across the full lifecycle. My focus is on re-architecting CX operations, implementing the right structures, strategies, and incentives to support a high-touch, 24/7 global team. Define and execute a CX strategy that fuels customer acquisition, growth, and retention—ensuring alignment with business goals while enhancing every customer touchpoint, from pre-trip planning to post-trip engagement. By championing a customer-centric culture, I ensure the customer voice is prioritized across the business.

TeachableDirector of Customer Success, Biz Dev, & Creator Partnerships

Apr. 2023 - Jan. 2025New York, United States76% YOY TRANSACTIONAL REVENUE MARGIN GROWTH | $1.3M IN NET NEW MARGIN GENERATED Provided strategic leadership, driving customer success, satisfaction, and advocacy. Led a team of customer success managers, implementing strategies to boost retention, satisfaction, and lifetime value. Aligned product strategies with customer insights, securing revenue growth and positioning the team as a key driver of organizational success. ▪️Orchestrated 33% of total transactional revenue by leading a team of Customer Success Managers (CSMs), delivering record-breaking growth, strengthening customer retention, satisfaction, and advocacy through visionary leadership. ▪️Delivered 76% YoY transactional revenue margin growth and generated $1.3M in net new revenue by leading cross-functional go-to-market initiatives for pricing increases and product adoption. ▪️Delivered $19.5M in creator sales Gross Merchandise Value (GMV) by steering the rollout of the Buy-Now-Pay-Later feature, advancing customer satisfaction, and driving significant improvements in platform retention metrics. ▪️Achieved 67% YoY growth in community posts and 12% YoY increase in comments by architecting scalable community engagement programs, fortifying customer loyalty, and enhancing organic feedback loops to amplify impact. ▪️Drove 251% growth in strategic partner affiliate referral volume by forging strategic creator partnership packages and championing user-generated content campaigns, accelerating full-funnel growth, and minimizing customer acquisition costs. ▪️Redirected $400K from paid media to partnership-driven activations by devising and executing high-impact collaborations with top creators, optimizing marketing ROI, and elevating brand visibility. Skills: Customer Success Leadership | Strategic Planning and Execution | Community Engagement and Growth | Cross-Functional Collaboration | Innovative Marketing and Partnership Strategies | Communication and Stakeholder Engagement

TeachableDirector of Customer Success & Support

Mar. 2021 - Apr. 2023New York, United StatesSCALED AND LED 40 PERSON TEAM Championed strategic vision and operational excellence for customer success, delivering exceptional experiences and sustained growth. Built and scaled high-performing teams, fostering innovation, collaboration, and accountability to exceed customer success objectives. ▪️Directed a globally distributed 40-person customer-facing team, established scalable onboarding and CSM, functions to maintain seamless customer experiences during rapid company growth, fostering long-term customer success. ▪️Achieved 40% increase in annual retention and reduced “time to value” by 50% through high-touch onboarding strategies and proactive engagement at critical customer milestones, driving measurable success. ▪️Surpassed 101% Net Revenue Retention (NRR) for a $3.7MM book of business by implementing a Customer Success Book of Business strategy, delivering $110K in ARR growth and ensuring continuous revenue expansion. ▪️Drove 300% boost in reactivation rates by developing a predictive Customer Health Score (CHS) with 99% accuracy, enabling precision-targeted re-engagement strategies and reducing churn across key customer segments. ▪️Boosted Sales & Success team customer engagement by 45% using a data-driven scoring system to segment customers, forecast Lifetime Value (LTV), and implement personalized engagement strategies to maximize success outcomes. Skills: Team Leadership and Management | Operational Excellence | Customer Retention and Growth | Strategic Planning and Execution | Customer Experience Enhancement | Adaptability and Growth Leadership

IFundWomenDirector of Entrepreneur Sales & Success

Oct. 2018 - Mar. 2021ACHIEVED 40% YOY REVENUE GROWTH | INCREASED 20% CUSTOMER RETENTION | 4 PEOPLE MANAGED Hired as 3rd employee at startup. Spearheaded strategic initiatives aligning entrepreneurial support with customer success goals. Championed customer-focused leadership, delivering tailored solutions to enhance satisfaction and strengthen relationships. Optimized team performance by building and mentoring a high-performing 4-person sales and coaching team. ▪️Achieved 40% YoY revenue growth in 2020 by shifting the business model from one-off sales to recurring memberships, leading to increased customer loyalty and a sustainable revenue stream. ▪️Boosted inside sales conversion rates from 13% to 22% by refining the sales funnel strategy and leveraging customer insights, leading to significant revenue growth. ▪️Increased lead volume by 20% through strategic partnerships with communities like Girlboss, The Wing, and Female Founders Collective, strengthening brand visibility and fostering collaboration. Skills: Strategic Leadership | Revenue Growth and Business Model Transformation | Team Building and Mentorship | Partnership Development and Community Engagement | Customer Retention and Loyalty

people's popsHead of Sales, Business Development & Operations (General Manager)

Jan. 2016 - Dec. 2017Brooklyn, 11206Oversaw sales, marketing, and operations for premier Brooklyn-based ice popsicle business. ▪️Achieved 65% revenue growth (2015-2017) through strategic partnerships with corporate clients like Target, Bravo TV, Tory Burch, Tinder, and Theory. ▪️Managed a team of 40; oversaw hiring, training, payroll, P&L and scheduling for various departments.

Urban Justice CenterManaging Director of the Vendy Awards (Street Vendor Project)

Jan. 2014 - Dec. 2015Greater New York City AreaIncreased the annual operational budget by 47% through strategic sponsorship acquisition and relationship management, driving sustained growth and enhanced funding stability for the Vendy Awards.

Conde NastAssociate Corporate Business Director, Sales Ops

Mar. 2008 - Feb. 2014Greater New York City Area▪️Led sales operations and reporting for $1B+ in advertising revenue, ensuring data accuracy and actionable insights to support revenue growth and strategic decision-making. ▪️Secured multimillion-dollar B2B media commitments from major advertisers, including Procter & Gamble, Samsung, Target, and Intel, by negotiating favorable agreements and building strong client relationships. Skills: Sales Operations Management | Client Relationship Management | Strategic Negotiation and Deal Structuring | Leadership and Team Coordination

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