Summary
Overview
Work history
Education
Skills
Certification
Languages
ADDITIONAL INFORMATION
Timeline
Generic

MORHAF ABDULBASIT JALAL

Jeddah

Summary

Driven professional with talent for enhancing customer interactions and knack for strategic planning. Skilled in leading teams and implementing customer-focused initiatives. Poised to transform customer experience and drive customer loyalty.Experienced in regulatory compliance through liaison with regulatory bodies and OEM support negotiation. Skilled in sales and business development, excelling in client engagement, sales strategy, and promotional campaigns. Driven by a customer-centric mindset to enhance business outcomes while aiming to leverage expertise for continued growth within the industry.

Overview

1
1
Language
1
1
Certification
15
15
years of professional experience

Work history

Head of Customer Experience & Lead Performance

Lucid Motors Company – Middle East
Riyadh, Riyadh Region
2025.09 - Current
  • Implemented a new CRM system, improving customer data management and sales pipeline visibility.
  • Optimized customer engagement strategies, driving increased brand loyalty and retention.
  • Spearheaded cross-department collaboration, ensuring efficient issue resolution and escalations.
  • Trained and coached customer service teams and Inside sales, improving efficiency and response times.
  • Inside Sales Handling, upselling, and handling all leads coming from all Channels and sources.
  • Create Dashboards tracking the team and customers' lifecycle in Salesforce
  • Maintained accurate records in Salesforce of all call activity and outcomes.
  • Improved retention and lead conversion with automated follow-up reminders in Salesforce.

Customer Experience Manager

Mohammed Yousuf Naghi Motors (Nissan & Infiniti)
Jeddah
2023.10 - 2025.08
  • Led strategic customer experience initiatives, enhancing customer satisfaction scores by 15%.
  • Implemented a new CRM system, improving customer data management and sales pipeline visibility.
  • Optimized customer engagement strategies, driving increased brand loyalty and retention.
  • Spearheaded cross-department collaboration, ensuring efficient issue resolution and escalations.
  • Trained and coached customer service teams, improving efficiency and response times.

Complaints & CRM Manager

Mohammed Yousuf Naghi Motors Co. (Jaguar Land Rover)
Jeddah
2014.03 - 2023.10
  • Managed high-level and complex customer complaints, reducing escalations by 30%.
  • Developed and implemented customer-focused CRM policies and procedures across all service centers.
  • Led a team of 14 professionals (regional CRM & call centre), enhancing overall service efficiency.
  • Negotiated support and compensation with OEMs, ensuring favorable outcomes for customer disputes.
  • Collaborated with local regulatory bodies and ministries to ensure compliance and smooth operations.

Sales Consultant

Abdulatif Jameel
Jeddah
2012.03 - 2014.03
  • Managed the end-to-end customer sales journey, improving sales conversion rates.
  • Coordinated with operational management to generate and qualify leads.
  • Handled customer inquiries and complaints, ensuring high levels of satisfaction.

Call Center Agent

Mobily
Jeddah
2011.04 - 2012.03
  • Provided premium customer support, handling escalations and resolving grievances.
  • Implemented customer-first principles, ensuring timely resolution of issues.

Education

Bachelor’s Degree - Business & Marketing (E-commerce)

Saudi Electronic University
Jeddah, Saudi Arabia

Master of Business Administration - Marketing

University of Rome
Italy-Rome
2026.08 -

Skills

  • Customer Experience & CRM: Complaint Resolution, Customer Retention, CRM Implementation (Autoline, SAP, Salesforce)
  • Leadership & Strategy: Team Management, Process Improvement, Stakeholder Communication
  • Technical Proficiency: Microsoft Office Suite, Data Analysis, Customer Insights
  • Regulatory & Compliance: Liaison with Regulatory Bodies, OEM Support Negotiation
  • Sales & Business Development: Client Engagement, Sales Strategy, Promotional Campaigns
  • Customer-Centric mindset

Certification

  • CRM & Customer Experience Management Training (Company-Specific)
  • Leadership & Team Management Workshop
  • Negotiation & Conflict Resolution Certification

Languages

Fluent in Arabic & English

ADDITIONAL INFORMATION

Nationality: Saudi Arabian

Timeline

Master of Business Administration - Marketing

University of Rome
2026.08 -

Head of Customer Experience & Lead Performance

Lucid Motors Company – Middle East
2025.09 - Current

Customer Experience Manager

Mohammed Yousuf Naghi Motors (Nissan & Infiniti)
2023.10 - 2025.08

Complaints & CRM Manager

Mohammed Yousuf Naghi Motors Co. (Jaguar Land Rover)
2014.03 - 2023.10

Sales Consultant

Abdulatif Jameel
2012.03 - 2014.03

Call Center Agent

Mobily
2011.04 - 2012.03

Bachelor’s Degree - Business & Marketing (E-commerce)

Saudi Electronic University
MORHAF ABDULBASIT JALAL