AHMED ALMASHHURY
Riyadh
Summary
Dynamic Customer Experience (CX) and Customer Success Leader with a 10+ year track record of elevating customer satisfaction, engagement, and loyalty. Expertise in crafting customer-centric strategies, refining customer journeys, and boosting business growth through analytics-driven decision-making. Proficient in loyalty program innovation, CRM optimization, and omnichannel solutions to maximize retention and advocacy. Committed to cultivating meaningful relationships, tailoring customer experiences, and driving sustainable brand loyalty.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Head of Customer Experience & Omnichannel
Shawarmer
05.2022 - 12.2024
- Oversaw UX/UI enhancements for the Shawarmer App, elevating customer satisfaction and app store ratings
- Designed CRM strategies to strengthen engagement, retention, and personalized customer interactions
- Championed the launch of a loyalty program, boosting repeat purchases and customer lifetime value (CLV)
- Unified customer interactions across channels, enabling real-time engagement and streamlined issue resolution
- Analyzed customer feedback to reduce service incidents and enhance brand perception
- Leveraged data insights to refine customer journeys, increasing conversion rates and repeat business
- Deployed a Mobile Measurement Platform (MMP) to refine digital marketing targeting and campaign ROI
Head of Delivery & Customer care
ALFA Company (Alfaisaliah Group)
01.2021 - 05.2022
- Orchestrated customer success strategies across diverse brands, improving satisfaction and retention metrics
- Integrated CRM and analytics tools to personalize interactions and optimize service delivery
- Elevated call center efficiency and omnichannel support quality for seamless customer experiences
- Forged partnerships with third-party vendors to enhance delivery speed and service standards
- Trained teams in CX best practices, fostering a culture of continuous improvement
Delivery & Call Center Manager
Burgerizzer
01.2019 - 12.2020
- Pioneered CRM integration to overhaul customer service operations, improving tracking and engagement
- Directed loyalty initiatives that increased repeat orders and brand loyalty
- Reduced call center response times by implementing performance dashboards and feedback systems
- Collaborated with marketing to design data-driven promotions, boosting customer engagement
Delivery & Call Center Manager
Herfy
08.2013 - 12.2018
- Deployed CRM segmentation strategies to enhance targeted customer outreach
- Managed loyalty programs that grew CLV and retention rates
- Optimized call center workflows, resulting in higher customer satisfaction (CSAT) scores
Technical Support Manager
Herfy
12.2006 - 08.2013
- Supported IT solutions for customer service teams, enabling technology-driven CX improvements
Education
Bechlore degree - Computer Engineering
Riyadh College of Technology
Skills
- CX Strategy Development & Implementation
- Customer Success & Advocacy Programs
- CRM Platforms (Salesforce, HubSpot)
- Loyalty Program Design & Management
- Customer Journey Design & Personalization
- Data Analytics & Insights Generation
- Omnichannel Digital Transformation
- KPI Tracking & Process Optimization
- Call Center Leadership & Training
- Stakeholder Collaboration & Vendor Relations
- Business Growth & Change Leadership
Certification
- Certified Customer Experience Professional (CCXP), In Progress, CXPA
- PMI Professional in Business Analysis (PMI-PBA), In Progress, PMI
- Lean Six Sigma Yellow Belt, Udemy, 2020
Timeline
Head of Customer Experience & Omnichannel
Shawarmer
05.2022 - 12.2024
Head of Delivery & Customer care
ALFA Company (Alfaisaliah Group)
01.2021 - 05.2022
Delivery & Call Center Manager
Burgerizzer
01.2019 - 12.2020
Delivery & Call Center Manager
Herfy
08.2013 - 12.2018
Technical Support Manager
Herfy
12.2006 - 08.2013
Bechlore degree - Computer Engineering
Riyadh College of Technology
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