Mamdouh M.'s Linkedin Analytics

At novomind MEA, leadership in commercial strategy and customer experience innovation is not just a role—it's a mission. With a focus on harnessing customer goals, my work as a Commercial Director and Cx Strategist is centered around empowering businesses to excel. Leveraging my extensive background, I've been pivotal in developing and executing strategies that elevate the customer journey and drive commercial success. I am a seasoned executive with over 20 years of experience in customer experience management (CEM) and sales optimization within the telecommunications industry. with a proven track record of success in transforming customer service operations, boosting sales performance, and driving business growth. Throughout my career, I held senior leadership positions at leading telecom companies like Roshan and Etisalat Afghanistan, where he implemented strategic initiatives that yielded significant improvements in profitability, customer satisfaction, and market share. Key Strengths: • Customer Centric Transformation: Successfully transformed contact centers from cost centers to profit centers through strategic vision, operational optimization, and customer-centric approaches. • Sales & Distribution Expertise: Achieved market share growth through customer acquisition and retention strategies, established effective low-cost distribution channels, and implemented successful partnerships. • Performance Optimization: Utilized business KPIs and performance management processes to enhance profitability and operational efficiency. • Business Development: Developed new business opportunities by launching innovative sales channels such as kiosks and affiliate programs. • Leadership: Established strong regional department structures to optimize recruitment, processes, and operations across diverse regions. • Project Management: Successfully led the implementation of key projects like CRM systems, E-learning platforms, and shop-in-shop alliances. Top Achievements: • Transformed a call center into a profit center with a 36% margin increase. • Reconfigured Sales & Distribution channels to enhance performance and customer satisfaction. • Launched and managed untraditional sales channels (kiosks and affiliate program) to significantly improve market penetration. • Implemented Etisalat Intranet project to enhance information flow and employee awareness. • Developed and implemented shop-in-shop alliances to strengthen brand presence through franchises. • Designed and deployed a Customer Relationship Management (CRM) system.