Emad Ahmed
Summary
Operations and customer experience leader with 10+ years of experience in CRM, external communications, regulatory compliance, and call centers management. Proven track record in building customer relations frameworks, leading Ministry of Commerce compliance, reducing escalations, and driving service excellence in high-pressure environments. Currently serving in an executive leadership role with a strong focus on performance, governance, and sustainable growth.
Overview
11
11
years of professional experience
1
1
Certification
Work history
Chief Operating Officer
RIFT
Jeddah
01.2025 - 12.2025
- Direct organizational strategy to streamline operations, resulting in improved process predictability and consistent achievement of business objectives.
- Oversee cross-functional collaboration initiatives to enhance team alignment and drive cohesive execution across departments.
- Implement robust compliance frameworks to maintain regulatory adherence and mitigate operational risks effectively.
- Optimize resource allocation and operational workflows to increase productivity and reduce overall operational costs.
- Lead customer experience improvements that elevate service delivery and strengthen client retention rates.
CRM & External Communications Director
Petromin
Jeddah
04.2023 - 10.2024
- Conducted regular audits of data stored in the CRM platform for accuracy and completeness.
- Provided technical support to users regarding the CRM system's features and functions.
- Integrated third-party applications with the CRM system for enhanced functionality.
- Collaborated with stakeholders across departments to ensure successful implementation of new features into the CRM platform.
- Identified opportunities for process improvement using data from the CRM system.
- Analyzed customer behavior patterns using analytics tools integrated with Freshdesk.
- Developed and implemented a CRM strategy to improve customer engagement and retention.
- Executed productivity benchmarks across departments to minimize Customers complaints.
CRM Manager
Abdul Latif Jameel Electronics
Jeddah - Riyadh
03.2015 - 03.2023
- Developed and implemented the company’s external customer satisfaction policy, ensuring full alignment with Saudi consumer protection regulations.
- Established and enforced internal compliance bylaws in accordance with Ministry of Commerce (MoC) requirements.
- Founded and launched the Ministry of Commerce Complaints Department at ALJE from the ground up.
- Successfully reduced MoC complaint cases by more than 60% through structured escalation management, root-cause analysis, and preventive action plans.
- Resolved critical escalation alerts with the Ministry of Commerce during the COVID-19 pandemic, ensuring business continuity and regulatory compliance.
- Developed and implemented E-Commerce Sales SOPs (B2B & B2C) to streamline digital sales operations and ensure legal compliance.
- Led and managed Call Center operations with a team of 14 customer service associates, maintaining high service levels and KPIs.
- Monitored and improved customer experience KPIs, including response time, resolution time, and satisfaction ratings.
- Acted as the primary liaison with the Ministry of Commerce for escalations, audits, and compliance reporting.
- Designed and executed customer complaint handling workflows to maximize resolution efficiency.
- Conducted continuous training and performance evaluations for call center and customer service teams.
- Played a key role in brand protection, consumer trust, and risk mitigation across all customer touchpoints.
Education
Material Management - Supply Chain Management
Yanbu Industrial College
Yanbu 01.2010 - 8 2014
Skills
- Stakeholder management Expert
- Data analysis Expert
- Customer segmentation Expert
- Cross-functional collaboration Expert
- Strategic planning Expert
- Leadership Expert
- Change management Expert
- KPIs formulation
- Complainant satisfaction enhancement
- Customer behaviour analysis
- Customer fulfilment
Languages
English
Proficient (C2)
Arabic
Native
Certification
Certified International Supply Chain Manager
Certified International Supply Chain Professional
Timeline
Chief Operating Officer
RIFT
01.2025 - 12.2025
CRM & External Communications Director
Petromin
04.2023 - 10.2024
CRM Manager
Abdul Latif Jameel Electronics
03.2015 - 03.2023
Material Management - Supply Chain Management
Yanbu Industrial College
01.2010 - 8 2014