Morhaf Jalal
Jeddah
Summary
Regional Customer Experience and Leads Performance Leader with extensive expertise in automotive industry. Delivered significant improvements in Customer Satisfaction Index (CSI) through strategic initiatives that enhanced customer journey standards and aligned dealer network with brand expectations. Drove cross-functional collaboration to strengthen service consistency and improve lead-to-sale conversion, reinforcing brand reputation and customer loyalty.
Overview
15
15
years of professional experience
Work history
Head of Customer Experience And Performance Lead
lucid Motors
Riyadh - Middle East , Riyadh Region
2025.09 - Current
- Lead Customer Experience function, ensuring exceptional end-to-end service across all customer touchpoints in automotive sales and aftersales journey.
- Managed customer complaints and inquiries, ensuring timely resolution and achieving high customer satisfaction standards.
- Supervise and manage call center team, setting KPIs, monitoring performance, and driving continuous improvement.
- Monitor and analyze key performance metrics such as response time, conversion rate, customer satisfaction (CSI), and lead aging.
- Develop strategies to convert leads into qualified sales opportunities, improving closing ratios.
- Collaborate closely with showroom sales teams to ensure smooth transition from lead to opportunity to vehicle sale.
- Oversaw internal issue reporting and coordinated with sales, service, and operations teams to enhance processes and service delivery.
- Collaborated with marketing department to align promotional messages with customer experiences.
Customer Experience Manager
Mohmmed Yousef Naghi Motors (Nissan and Infiniti)
Jeddah
2023.10 - 2026.02
- Resolved complaints by providing timely compensation, increasing customer satisfaction levels.
- Customised promotional strategies to align with diverse client needs and product offerings.
- Organised special sales events to enhance customer engagement and increase product turnover.
- Implemented new CRM system for improved data management and analysis.
- Transformed sales process using CRM tools, increasing sales funnel visibility.
- Coordinated department schedules to maximize coverage during peak hours.
- Used multi-source data to determine sales and delivery terms for products and services.
Complaints & CRM Manager
Mohammed Yousef Naghi Motors Co. JLR
Jeddah, Saudi Arabia
2014.03 - 2026.02
- Managed complex, high-level complaints to ensure timely resolutions
- Prepared and recommended customer-focused strategies to enhance satisfaction and loyalty
- Designs and releases CRM procedures and policies
- Manages fourteen team members (regional CRM and call center)
- Coordinated communication with local regulatory bodies and ministries to align compliance efforts
- Negotiated support agreements with OEMs to ensure optimal service levels.
Sales Consultant
Abdulfatif Jameel
2012.03 - 2014.03
- Managed customer experience and sales journey to enhance satisfaction
- Coordinated with operational management to identify and generate new leads
- Resolved customer grievances through effective communication
Call Center Agent
Mobily
2011.04 - 2012.03
- Supported premium customers via telephone and other communication channels
- Handled customer grievances and issues, and resolved complaints
- Implemented customer-first principles and change requests
Education
Bachelors - Business & Marketing, E-commerce
Saudi Electronic University
Jeddah, Mecca RegionHigh School - Business & Mathematics
Jeddah Secondary School
JeddahSkills
- Autoline (Dealer Management System)
- Microsoft Office
- Customer journey mapping
- Negotiation Skills
- Honesty & Transparency
- Cultural and Emotional Awareness
- Process improvement techniques
- Process Improvement
- Fluent multi-lingual communication
- Complaint handling
- CRM Software proficiency
CUSTOM
Saudi Arabian
Timeline
Head of Customer Experience And Performance Lead
lucid Motors
2025.09 - Current
Customer Experience Manager
Mohmmed Yousef Naghi Motors (Nissan and Infiniti)
2023.10 - 2026.02
Complaints & CRM Manager
Mohammed Yousef Naghi Motors Co. JLR
2014.03 - 2026.02
Sales Consultant
Abdulfatif Jameel
2012.03 - 2014.03
Call Center Agent
Mobily
2011.04 - 2012.03
Bachelors - Business & Marketing, E-commerce
Saudi Electronic University
High School - Business & Mathematics
Jeddah Secondary School