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WheelyGlobal Quality Manager
Sep. 2024 - Aug. 2025London Area, United KingdomLed evolution of luxury service standards across Wheely’s global operations, with primary responsibility for London and strategic oversight for Dubai, Paris, and Russia. Managed globally distributed Quality team of 10. Directed internal and external mystery shopping programs to assess chauffeur performance and passenger experience. Consolidated and analysed data from multiple sources to deliver actionable insights on global quality. • Elevated global quality benchmarks by raising auto-suspend rating threshold for chauffeurs, significantly reducing impact of bottom % of chauffeurs, who previously accounted for a high % of negative ratings.
• Redefined quality metrics by adjusting ‘negative rating’ criteria, enabling more accurate performance analysis and targeted chauffeur coaching.
• Developed and launched new Chauffeur Performance Management Framework, contributing to measurable uplift in London quality scores. • Introduced personalised coaching approach, with focus on 1:1 sessions. Of London chauffeurs rated lowest in March 2025, 56% improved by July 2025. Additionally, saw significant increase in percentage of chauffeurs in top-tier rating bracket.
• Created a new KPI framework for Quality Associates to measure coaching effectiveness. Insights
revealed cross-regional performance variances, prompting refinements to approach.
ModusCX by Forsite CreativeSenior Consultant
Mar. 2022 - Sep. 2023Dubai, United Arab EmiratesLed two comprehensive CX Programmes for Al Ghurair Investments as part of CX Transformation to enhance customer satisfaction and loyalty metrics. Crafted AGI Group CX Playbook outlining tools and methodologies for programme implementation. Conducted CX Bootcamp to train CX Transformation team on key activities and best practices. Facilitated Customer Promise Workshop for AGI Group C-Level executives, whilst aligning strategic objectives with customer-centric initiatives to improve overall business performance. Created online learning content for CX-focused course emphasising activities, methodologies, and strategies. • Authored four award-winning submissions for Gulf CX Awards 2023 for Al Ghurair Properties CX Transformation Project.
• Crafted AGI Group CX Playbook, a comprehensive guide detailing tools, methodologies, and implementation strategies for CX program to ensure consistency and effectiveness in CX initiatives companywide.
• Created online learning materials for CX-focused course to enhance understanding of CX activities, methodologies, and strategies aimed at fostering broader comprehension and application of CX principles.
Renascence | Semper ExperientiaSenior CX Consultant at Renascence Consulting
Jan. 2022 - Mar. 2022Dubai, United Arab EmiratesSpearheaded development of Aldar Properties' new VIP Programme, including categorisation logic, customer journeys, benefits, and team structure. Oversaw Hospitality and Leisure segment of Aldar Properties' Customer Strategy project for 11 properties. Formulated strategy for Aldar's government-led property investment initiative targeting UAE Nationals. Collaborated with Aldar Properties on design and implementation of customer journeys, technological requirements, and event planning for new head offices in Abu Dhabi. • Judged CX Awards at GCXA 2021, whilst leveraging professional expertise.
• Crafted, developed, and enhanced Sales Policies Manual for Aldar Properties Sales Department to streamline corporate governance guidelines.
• Initiated and executed creation of new VIP Programme at Aldar Properties, formulated categorisation strategies, designed customer journeys, defined customer perks, and established VIP team framework to increase VIP customer satisfaction and loyalty.
Renascence | Semper ExperientiaCX Consultant
Jun. 2020 - Mar. 2022Dubai, United Arab Emirates
Renascence ConsultingCX Consultant
Jun. 2020 - Mar. 2022Dubai, United Arab Emirates
DeliverooEditions Associate - Special Projects
Oct. 2019 - May. 2020Dubai, United Arab EmiratesCo-ordinated with restaurant partners to enhance performance through data-driven analysis and brand strategy planning. Generated comprehensive performance reports and customer sentiment analysis for three new brands post-launch monitoring. Devised internal menu tasting tools and processes to address specific menu pain points for brands. Assisted in developing, implementing, and overseeing marketing campaigns to boost brand success. • Enhanced brand visibility and audience engagement within urban culture market by working on special project Sole DXB in 2019.
• Improved feedback loop between restaurant partners and Deliveroo Editions by optimising reporting mechanisms. Enhanced partnership's agility/effectiveness through quicker adjustments to menu offerings and marketing strategies.
• Cultivated collaborative environment that boosted project outcomes and efficiency.
Jumeirah Group / Jumeirah Hotels & ResortsAssistant Manager Learning & Development
Dec. 2017 - Aug. 2019Jumeirah Global Learning CentreConducted management training sessions for F&B Sequences of Service to equip staff with essential skills and standards to deliver exceptional dining experiences and uphold service excellence. Created and executed Intermediate and Business English programmes tailored to enhance language proficiency and communication skills for professional contexts. Simplified General Data Protection Regulation details for better understanding and providing training to management teams, including guidance on implementation and next steps. • Redesigned Effective Communication, Delegation, and Presentation Skills sections of 'Jumeirah Leadership Foundations' supervisory development programme.
• Developed and executed Intermediate and Business English programs with aim of enhancing staff language proficiency, fostering effective communication, and reducing complaints due to language barriers.
• Simplified GDPR content into digestible modules, trained management teams, and provided clear directives for GDPR compliance within six months.
Jumeirah Group / Jumeirah Hotels & ResortsFloor Manager
Sep. 2016 - Dec. 2017Nathan Outlaw at Al Mahara / Burj al Arab
Jumeirah Group / Jumeirah Hotels & ResortsTeam Leader
Nov. 2014 - Sep. 2016Al Muntaha Restaurant / Burj Al Arab
Jumeirah Group / Jumeirah Hotels & ResortsServer
Apr. 2014 - Nov. 2014Cap Roig Restaurant / Port De Soller, Baleares, Spain
Lime WoodHousekeeping Supervisor
Sep. 2013 - Dec. 2013New Forest, Hampshire
Lime WoodAssistant Lounge Manager
Oct. 2010 - Sep. 2013Lyndhurst, Hampshire, United Kingdom
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