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kluvoHead of Customer Relationship Management
Jun. 2025. Lead and manage the end-to-end client lifecycle, from pre-sales consultation and onboarding to ongoing performance reviews and contract renewals. . Serve as the strategic point of contact for key accounts across multiple geographies, maintaining consistent communication and aligning delivery with client goals. . Collaborate cross-functionally with sales, operations, QA, and recruitment teams to ensure seamless campaign execution and continuous improvement. . Designed and implemented account health tracking systems and escalation frameworks to proactively identify and resolve delivery challenges. . Scaled high-performing lead generation and appointment-setting campaigns for clients in real estate, SaaS, e-commerce, and healthcare. . Increased average campaign ROI by 35% through hands-on optimization, data analysis, and stakeholder feedback integration. . Boosted client retention by 28% by introducing structured touchpoints, quarterly reviews, and tailored growth plans. . Provided coaching and feedback to internal teams to align messaging, improve client satisfaction, and strengthen service consistency. . Contributed to pricing strategy and upsell planning by identifying expansion opportunities within existing accounts. . Drove the creation of internal playbooks, onboarding frameworks, and SOPs to reduce ramp time and standardize client experiences.
NexoBridgeProject Manager
Jun. 2024 - Jun. 2025United Arab Emirates. Manage BPO operations across the UK and USA regions, driving revenue growth, client satisfaction, and operational excellence. . Develop and execute strategic plans to achieve business goals and meet KPIs for service delivery, sales, and customer retention. . Lead and coach a sales team, and support employees to enhance their skills, performance, and engagement. . Design and implement training programs focused on leadership development, customer service excellence, and operational efficiency. . Foster a high-performance culture through regular coaching, feedback, and recognition, ensuring team members achieve their full potential. . Build and maintain strong client relationships, acting as a trusted partner to meet their evolving needs and exceed expectations. . Analyze operational data and performance metrics to identify trends, optimize processes, and enhance efficiency. . Ensure regulatory compliance, adherence to corporate policies, and alignment with industry standards in both regions. . Collaborate with cross-functional teams, including sales, HR, and finance, to streamline operations and maximize profitability.
Yellow Pages / Pages Jaunes – CanadaSales Manager
Mar. 2023 - Nov. 2024Canada• Lead and manage a dynamic sales team focused on driving advertising sales in digital and print formats. • Develop and implement strategic sales plans to achieve revenue targets and expand market presence. • Cultivate relationships with key clients and stakeholders to ensure customer satisfaction and retention. • Train, mentor, and motivate sales representatives to enhance performance and productivity. • Analyze sales data and market trends to identify opportunities for growth and optimization. • Collaborate with marketing and product teams to align sales strategies with company objectives. • Utilize CRM systems to track progress, manage pipeline, and forecast sales projections. • Stay updated on industry developments and competitor activities to maintain a competitive edge. • Drive initiatives to improve sales processes, streamline operations, and maximize efficiency.
WFashion GroupArea Manager
Nov. 2021 - Aug. 2023Beirut Governorate, Lebanon• Proficiently prepared comprehensive sales reports, including Store Sales and Key Performance Indicators (KPIs), Sell Through rates, and Sales Contribution, enabling data-driven decision-making and strategic planning. • Elevated sales targets, consistently exceeding company goals and benchmarks to maximize revenue and profitability. • Actively engaged in seasonal product selection, utilizing market trends and consumer insights to curate an appealing product assortment, enhancing customer engagement and sales. • Implemented effective stock control strategies, ensuring optimal stock levels, timely replenishment, and rotation of merchandise to minimize overstock and understock situations. • Demonstrated leadership by providing comprehensive employee training programs, fostering a knowledgeable and motivated workforce, resulting in improved customer service and increased sales.
WFashion GroupStore Manager
Oct. 2020 - Oct. 2021Beirut, LebanonWorking at Tara Jarmon, Luxury French Ladies Apparel & Fashion Brand. • Sales Target Strategy: Strategically calculate and establish sales targets, employing data-driven insights and market analysis to formulate the most effective approach for target achievement. • Performance Analytics: Proficiently prepare and analyze comprehensive sales reports, encompassing Store Sales, Key Performance Indicators (KPIs), Sell-Through rates, and Sales Contribution, utilizing this data to drive business decisions and enhance store performance. • Operational Prioritization: Effectively manage store priorities by aligning them with business objectives, optimizing resource allocation, and implementing efficient time management strategies to maximize productivity. • Workforce Scheduling: Create and maintain weekly schedules for the store team, ensuring adequate staffing levels while adhering to labor cost controls and regulatory compliance. • Time Management: Employ advanced time management techniques to streamline store operations, allocate resources effectively, and enhance overall efficiency in alignment with business goals.
Virgin Megastore LebanonStore Manager
Jun. 2017 - Oct. 2020Beirut, Beirut, LebanonVirgin Megastore is a premier lifestyle retail destination offering a diverse range of entertainment, books, boutique, and multimedia products. • Personnel Management: Efficiently oversee store employees, ensuring a well-coordinated team to deliver exceptional customer service and drive sales. • Sales Target Strategy: Strategically calculate and implement effective methods to achieve sales targets, employing data-driven insights and market analysis. • Performance Reporting: Proficiently prepare weekly and monthly reports, encompassing key figures and Key Performance Indicators (KPIs), to assess and improve store performance. • Team Development: Devote efforts to training and continuous performance evaluation of the team, fostering skill development, unlocking potential, and enhancing overall productivity.
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