Hashim Mardini
Commercial Strategy & Business Transformation Leader
Jeddah,western region
Summary
Commercial strategy and business transformation leader with 17+ years of experience across aviation, air cargo, logistics, financial services, and telecommunications. Experienced in portfolio governance, contract and SLA management, commercial analytics, customer experience, CRM transformation, and cross-functional execution.
Currently leading performance governance for a SAR 90M+ account portfolio at Saudi Ground Services, providing senior leadership with visibility into profitability, service quality, account health, and growth opportunities.
Previously governed 130+ commercial contracts across aviation and logistics, contributed to 12% year-over-year commercial growth, and supported customer satisfaction improvement from 92% to 97% through stronger governance, service controls, and cross-functional collaboration.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
5
5
Certificates
2
2
Languages
Work History
Key Account Section Manager
Saudi Ground Service Company (SGS)
Jeddah
12.2025 - Current
- Lead key account performance governance across a SAR 90M+ portfolio, providing senior leadership with visibility into profitability, service quality, account health, and growth opportunities.
- Deliver structured performance reviews and executive reporting that strengthen reporting accuracy, accountability, and decision-making.
- Lead SGS’s Commercial CRM transformation project through the vendor-selection phase, owning business requirements, scope of work, and evaluation criteria to improve commercial visibility, customer lifecycle management, reporting efficiency, and data-driven decision-making.
- Align Commercial, Operations, IT, Digital, Procurement, and customer-facing teams to resolve critical issues and improve service delivery and customer experience.
- Govern SLAs, escalations, performance tracking, and stakeholder accountability while identifying retention and account development priorities.
Commercial & Strategic Governance Lead
Saudi Cargo
Jeddah, Mecca Region
04.2016 - 11.2025
- Contributed to 12% year-over-year commercial growth by strengthening market intelligence, performance governance, stakeholder alignment, and commercial execution.
- Governed 130+ local, international, and government-sector commercial contracts, strengthening SLA compliance, profitability monitoring, contract performance, renewal visibility, and stakeholder accountability.
- Led commercial transformation initiatives across international aviation and logistics markets, translating market intelligence, analytics, and customer insights into executive recommendations and growth opportunities.
- Led the Sea-to-Air integration strategy with government entities, global stakeholders, and internal teams, supporting cross-functional alignment, multimodal logistics efficiency, and strategic market positioning.
- Built performance scorecards and structured business reviews to improve leadership visibility and decision support.
Marketing Specialist
Abdullatif Jameel
Jeddah, Mecca Region
03.2014 - 03.2016
- Analyzed customer behavior, market trends, campaign performance, and segmentation data to generate commercial insights supporting customer growth, retention, and decision-making.
- Partnered with sales and customer-facing teams to improve campaign execution, customer engagement, and retention.
Customer Care Representative
Mobily
Jeddah, Mecca Region
05.2009 - 02.2016
- Achieved a 97% customer satisfaction rate, the highest in the team, by delivering exceptional service, prompt issue resolution, and personalized support.
- Delivered exceptional support in VIP department (Ra
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Contributed to team success, consistently achieving call center performance metrics.
Education
Bachelor of Public Administration - Organization And Administrative Development
01.2011 - 01.2015
Skills
Business development strategy
Process improvement strategies
Client Satisfaction
Communication
Negotiation
Leadership
High-profile Client Management
Expert problem solving
Continuous improvement
Quality Assurance
Team Development
Analytical Thinking
Performance Dashboard
Expert problem solving
Certification
Senior Leadership Executive Program, University of Oxford
Personal Information
Nationality: Saudi
Accomplishments
Increased revenue by 30% through commercial transformation at
Saudi Cargo.
Boosted customer satisfaction from 92% to 95% via enhanced
service processes.
Reduced operational costs by 18% through supplier negotiations
and workflow optimization.
Awarded 'Employee of the Month' 9 times consecutively at
Abdullatif Jameel.
Achieved 97% customer satisfaction at Mobily - highest in team
history.
Led and negotiated over 130 agency agreements locally and
internationally.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteImportant To Me
Work-life balanceCompany CulturePersonal development programsTeam Building / Company RetreatsTimeline
Key Account Section Manager - Saudi Ground Service Company (SGS)
12.2025 - Current
Certified AI transformation Leader (USAII)
08-2025
Sustainable Supply Chain Management, University of Cambridge
02-2025
Senior Leadership Executive Program, University of Oxford
01-2025
Certified Business Professional (CBP) HRM, International Business Training Association (IBTA)
07-2024
Certified Business Professional (CBP) Executive, International Business Training Association (IBTA)
06-2024
Commercial & Strategic Governance Lead - Saudi Cargo
04.2016 - 11.2025
Marketing Specialist - Abdullatif Jameel
03.2014 - 03.2016
King Abdulaziz University - Bachelor of Public Administration , Organization And Administrative Development
01.2011 - 01.2015
Customer Care Representative - Mobily
05.2009 - 02.2016