Shriram Ponnuturai
Summary
Dynamic and results‑driven Customer Care and Commercial Operations Leader with over 15 years of progressive experience across the Middle East in decorative coatings, customer service management, specifications, and internal sales. Proven track record in leading multi‑country customer care teams, driving service excellence, enhancing customer satisfaction, and supporting commercial growth. Strong expertise in CRM, order-to-cash processes, cross-functional collaboration, and strategic service transformation. Recognised for building high‑performing teams, improving operational efficiency, and managing key customer relationships across major markets.
Overview
1
1
Certification
18
18
years of professional experience
Work history
Customer Care Manager – UAE, Oman, Bahrain & Saudi Arabia
HEMPEL PAINTS
2020.09 - Current
- Provided strategic leadership to customer care teams across four countries, ensuring alignment with organisational goals and service excellence standards.
- Developed and implemented customer service strategies, policies, and frameworks to enhance customer satisfaction, retention, and loyalty.
- Oversaw end-to-end customer service operations including order management, complaint resolution, service recovery, and customer communication.
- Led, mentored, and developed customer care leaders, ensuring capability building and succession planning.
- Established and monitored KPIs, SLAs, and service quality metrics to ensure consistent performance.
- Collaborated with sales, logistics, finance, technical, and supply chain teams to resolve complex customer issues.
- Drove continuous improvement initiatives by analysing customer feedback and service trends.
- Managed key customer accounts and handled high-impact escalations.
- Ensured effective CRM utilisation, accurate data entry, and digital service optimisation.
- Presented service performance reports and improvement plans to senior management.
- Ensured compliance with company policies, audit requirements, and regulatory standards.
- Supported cross-selling and up-selling initiatives through customer engagement.
- Represented customer care in strategic meetings and business planning discussions.
Customer Care Manager – Qatar, UAE & Oman
HEMPEL PAINTS (EMIRATES) WLL
2019.02 - 2020.09
- Led and managed customer care teams across multiple countries to ensure high-quality service delivery.
- Oversaw daily operations, ensuring timely resolution of inquiries, complaints, and escalations.
- Developed and implemented customer service policies and standards.
- Monitored KPIs, dashboards, and customer feedback to drive continuous improvement.
- Coordinated with sales, logistics, finance, and technical teams to resolve customer issues.
- Cultivated a proactive, customer-focused service culture.
- Conducted coaching, training, and performance evaluations for customer care staff.
- Ensured accuracy in order processing, documentation, and invoicing.
- Managed high-priority customer accounts and strengthened customer relationships.
- Supported digital transformation initiatives including CRM and MyHempel automation.
- Led communication during service disruptions and operational challenges.
Customer Care Supervisor – Qatar
HEMPEL PAINTS (QATAR) WLL
2014.01 - 2019.02
- Supervised daily customer service operations, ensuring timely handling of inquiries and complaints.
- Led a team of customer service representatives, providing coaching and performance monitoring.
- Ensured adherence to service standards, policies, and procedures.
- Coordinated with sales, logistics, and operations teams to resolve order-related issues.
- Monitored order processing accuracy including order entry, invoicing, and documentation.
- Handled escalated customer concerns and ensured effective resolution.
- Prepared service performance reports for management.
- Conducted training sessions on customer service protocols and system usage.
- Implemented process improvements to enhance service efficiency.
- Maintained accurate customer records and service logs for audit purposes.
Internal Sales & Specification Coordinator – Decorative Coatings
HEMPEL PAINTS (QATAR) WILL
2009.12 - 2014.01
- Prepared and issued decorative quotations and specifications aligned with project BOQs.
- Managed CRM activities including opportunity creation, account linking, and contact management.
- Developed and issued Passive Fire Protection (PFP) specifications and quotations based on loading charts and drawings.
- Handled walk-in customer inquiries and provided technical guidance.
- Recommended suitable decorative products based on project requirements.
- Prepared accurate quotations in line with pricing policies.
- Supported cross-selling and up-selling initiatives.
- Coordinated with sales, technical, and operations teams for timely customer support.
- Maintained accurate documentation for internal tracking and audits.
- Contributed to major iconic projects including Heart of Doha, ISF Camp, and Doha Metro.
Sales Representative – Decorative Coatings
HEMPEL PAINTS (QATAR)
2008.01 - 2009.12
- Achieved monthly and annual sales targets through effective pipeline management.
- Identified new business opportunities, resulting in increased sales within assigned territories.
- Followed up on quotations, negotiated pricing, and successfully closed deals to meet customer needs.
- Built strong relationships with contractors, consultants, architects, and interior designers.
- Conducted customer visits to understand project needs and provide product recommendations.
- Delivered product presentations, shade cards, and mock-ups.
- Coordinated operations, logistics, and customer service teams to ensure timely product deliveries.
- Monitored competitor activities and market trends.
- Ensured timely payment collection from customers.
Education
Higher National Diploma - AI & Data Science
Warlton International Campus
Kandy, Sri LankaDiploma of Education - Computer Awareness Program
Open University of Sri Lanka
Sri Lankaundefined
Methodist Central College
Batticaloa, Sri LankaSkills
- Customer Care Leadership
- CRM (Salesforce / MyHempel / similar)
- Order-to-Cash Management
- KPI & SLA Management
- Sales Support & Commercial Operations
- Process Optimization
- Escalation & Crisis Management
- Service Strategy & Transformation
- Cross-Functional Collaboration
- Specification & Technical Support (Deco & PFP)
- Market & Competitor Analysis
- Team Leadership & Coaching
- Customer Relationship Management
Languages
English
Tamil (Native)
Sinhala
Hindi
Arabic
Certification
Fostering a Growth Mindset
in the Age of AI
Leveraging AI as a
Team Member
Harnessing the Disruption of
Generative AI
Generative AI and Its Impact
to Everyday Business
Creating a Plan for Performance Management
Being a Fair and Caring Manager
Influencing through Positive Leadership
Becoming an Emotionally Intelligent Leader
Critical Thinking:
Investigating Arguments
Becoming an Emotionally
Intelligent Leader
References
Jonathan Mercer - Vice President, Head of Decorative Middle East
Phone +97365001488
email - jme@hempel.com
Christopher Sharkey - Director, Energy & Infrastructure ME
Phone +97455520915
email - shch@hempel.com
Dhanesh Kumar - E&I Sales Manager KSA
Phone +966593334965
email - dhkn@hempel.com
Timeline
Customer Care Manager – UAE, Oman, Bahrain & Saudi Arabia
HEMPEL PAINTS
2020.09 - Current
Customer Care Manager – Qatar, UAE & Oman
HEMPEL PAINTS (EMIRATES) WLL
2019.02 - 2020.09
Customer Care Supervisor – Qatar
HEMPEL PAINTS (QATAR) WLL
2014.01 - 2019.02
Internal Sales & Specification Coordinator – Decorative Coatings
HEMPEL PAINTS (QATAR) WILL
2009.12 - 2014.01
Sales Representative – Decorative Coatings
HEMPEL PAINTS (QATAR)
2008.01 - 2009.12
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Methodist Central College
Higher National Diploma - AI & Data Science
Warlton International Campus
Diploma of Education - Computer Awareness Program
Open University of Sri Lanka