Imran GM
Riyadh,Saudi Arabia
Summary
20 years of progressive experience in customer-centric airline industry, specializing in Customer Experience, CRM, and Project Management. Proven track record in delivering industry wide innovative products like Order Offer Management, successful business improvement projects and managing diverse portfolios. Recognized for adaptability and positive approach in high-pressure environments.
Overview
23
23
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Manager Airline Partnerships
Riyadh Air
Riyadh
07.2025 - Current
- Identified potential partners using market research and analysis.
- Negotiated beneficial contracts with partner airlines, ensuring mutual benefits that drive revenue and growth.
- Directed strategic planning initiatives targeting delivery of cutting-edge Order Offer Management Product within the Airline industry.
- Piloted change management initiatives successfully improving organizational adaptability.
- Implemented efficient processes that delivered cost effective and timely results.
Project Manager - Corporate Planning
Qatar Airways
Doha
01.2021 - 07.2025
- Led teams to develop and secure approval for project plans, defining objectives, scope, and deliverables.
- Prioritised critical corporate and functional initiatives for successful launch of new projects.
- Facilitated resolution of bottlenecks to maintain project momentum and timelines.
- Tracked progress of project delivery and updated status using project management tools.
Senior Customer Experience Officer
Qatar Airways
Doha
01.2020 - 12.2020
- Developed and maintained digital product definitions, scope and end-to-end processes.
- Partnered with cross-departmental leads along customer journey pre- and post-flight to explore areas where technology and data could be used or connected to digital commerce to drive customer experience and operational efficiency.
Manager Special Projects
OCS Express
Kuwait
01.2019 - 12.2019
- Revived struggling operation to a turnaround success story. Increased revenue within two months, growing sales, increasing partners and expanding areas of business.
- Revamped business strategy implemented effective promotional strategies and helped boost the corporate image.
Head of Contact Center and Customer Experience
INDACC Outsourcing
Hyderabad
09.2015 - 01.2018
- Refined operational workflows and scrutinised multifaceted business demands expressed by stakeholders, enhancing overall operationsal workflow for further enhancement.
- Crafted internal customer journey and promoted continuous improvements to fulfil heightened expectations.
Manager Guest Affairs
Etihad Airways
Abu Dhabi
09.2007 - 06.2015
- Optimized administration of company CRM alongside loyalty management systems.
- Developed policies, procedures, and business technologies to achieve an industry-leading customer experience.
Supervisor Global Contact Centre
Etihad Airways
Abu Dhabi
09.2004 - 09.2007
- Grew workforce from 10 agents to more than 150 agents by 2006
- Introduced innovative "aggressive" dialing systems in 2005, resulting in an 80% surge in productivity.
Travel Consultant/Business Development Executive
dnata
Dubai
07.2002 - 09.2004
- Managed administrative aspects associated with official travel for Corporate Accounts.
- Elevated territory sales from less than AED 4 million to AED 5.2 million within one year, surpassing quota by 10% in 2003.
Education
Bachelor of Commerce - Business Administration
Madurai Kamraj University
Abu Dhabi 02.1997 - 02.2000
Skills
- Results-Driven attitude
- Strategic partnerships monitoring
- Partner onboarding
- Performance metrics evaluation
- PMP certification
- Work breakdown structure creation
- Agile development familiarity
- Multitasking proficiency
- Championing innovation
- Product roadmapping
- Product lifecycle management
Languages
English
Fluent
Arabic
Fluent
Certification
Project Management Professional Certification (PMP)
References
References available upon request.
Timeline
Manager Airline Partnerships
Riyadh Air
07.2025 - Current
Project Manager - Corporate Planning
Qatar Airways
01.2021 - 07.2025
Senior Customer Experience Officer
Qatar Airways
01.2020 - 12.2020
Manager Special Projects
OCS Express
01.2019 - 12.2019
Head of Contact Center and Customer Experience
INDACC Outsourcing
09.2015 - 01.2018
Manager Guest Affairs
Etihad Airways
09.2007 - 06.2015
Supervisor Global Contact Centre
Etihad Airways
09.2004 - 09.2007
Travel Consultant/Business Development Executive
dnata
07.2002 - 09.2004
Bachelor of Commerce - Business Administration
Madurai Kamraj University
02.1997 - 02.2000
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