Labil Charnia

Lead SAP Hybris B2C E-commerce Parts Project from a Business Perspective:

• Oversee and drive the implementation of the SAP Hybris B2C e-commerce parts project.
• Collaborate with the IT team and external partners to define project scope, timelines, and deliverables.
• Conduct business requirements gathering and translate them into system specifications.
• Ensure seamless integration of SAP Hybris with existing systems and processes.
• Coordinate user acceptance testing and provide training and support to end-users.

Lead Payment Gateway Project for E-commerce Website:

• Lead the implementation and integration of a new payment gateway for the e-commerce website.
• Collaborate with finance, IT, and external vendors to define project requirements and objectives.
• Ensure compliance with security and regulatory standards throughout the implementation process.

User Experience and Interface for E-commerce Website:

• Develop and execute strategies to enhance the user experience and interface of the e-commerce website.
• Collaborate with designers and developers to create intuitive and visually appealing interfaces.
• Conduct usability testing and analyze user feedback to iterate and enhance the user experience.

Manage Personalization on E-commerce Websites:

• Develop and implement personalization strategies to enhance the user experience and drive engagement.
• Utilize customer data and segmentation to deliver targeted and relevant content and product recommendations.
• Implement personalization tools and technologies, ensuring seamless integration with the website.
• Collaborate with marketing and product teams to define personalization goals and strategies.

Google Analytics for B2C E-commerce Website:

• Define and monitor key performance indicators (KPIs) to measure and report on website metrics.
• Generate regular reports and dashboards to provide insights into website traffic, conversions, and user engagement.
• Conduct in-depth analysis of data to identify opportunities for optimization and growth.
• Collaborate with marketing and product teams to align analytics objectives with business goals.

Business Analytics for Operational and Financial Reports:

• Develop and maintain a comprehensive reporting framework for operational and financial performance.
• Identify trends, patterns, and opportunities for improvement based on data insights.
• Present reports and findings to senior management, providing recommendations for strategic decision-making.
• Continuously monitor and evaluate the effectiveness of reports, making adjustments as needed

• Collaborated with cross-functional teams to implement process improvements, resulting in increased efficiency and cost savings
• Utilized data analytics to identify trends and opportunities for process optimization and business growth
• Proficient with Google Analytics tracking & analyzing E-Commerce business KPIs
• Developed E-commerce Operation Dashboard for daily tracking & monitoring
• Creating & customizing E-commerce dashboards and reports on Google Analytics for tracking & analyzing business KPIs
• Developed concept for Automated Complaint Process System and initiated its SOP
• Monitoring and analyzing shipment delivery lead times to maintain customer satisfaction

• Coordinating activities associated with shipping, receiving shipments, customs clearance and last mile deliveries
• Supervising customer service employees to ensure adherence to quality standards, deadlines and proper procedures while correcting errors or problems
• Track and report customer data and shipment inflow and outflow success rate

• Management of Team activities involving tracing B2B shipments, ensuring customs clearance, customer inquiry & complaints management
• Handling Key Accounts like Abdul Latif Jameel, General Electronics, Saudi
• Investment Banks, Fransi Bank, Arab National Bank, DOW Industries and more
• Liaising with FedEx Global HQ in Memphis, US for shipment clearance documentation and Regional Office in Dubai for standardization of business process and SOPs
• Quality assurance check of shipment delivery and following up with the station dispatch team

• Providing a central point of contact for all operations departments, areas of request, maintenance and repairs and/or Housing issues inside the KAUST Premises
• Accuracy of grievance recording & system logging, escalating work assignment to the concerned service provider based on the criticality and the nature of the grievance
• Time escalation of critical Health and Safety related issues to respective service managers and KAUST security team
• Generated customer loyalty through successful complaint handling & timely customer follow-up