Jahanzaib Mehmood Chaudhary, Customer Obsessed Commercial Professional

Blue Arc Design and Developments

Feb 2022 – Present

Islamabad

Head of Business Strategy and Operations

Developing an inclusive strategic plan and strategy by collaborating with the leadership team, board, and executive management team. Collaborating with CFO & CEO to develop a capital plan in line with the strategy. Analyzing market dynamics, market share changes, product line performance, and competitive intelligence. Identifying key capital projects, joint ventures, potential M&A targets, and other strategic partnership opportunities. Identifying strategic risks. Collaborating with leadership, special committees, and consultants to execute strategies. Communicating strategy effectively throughout the company. Ensuring suitable metrics are in place to measure performance and progress. Monitoring execution of business initiatives. Executing divestments and divestiture.

Graana.com

Aug 2021 – Jan 2022

Head of Client Experience & Sales Support

SWVL

May 2021 – Jul 2021

Head of Customer Experience

• CXP & PXP Management – Refining experience for customers and partners at SWVL • Value Leakage Prevention – Identifying commercial process gaps to reduce business losses • Streamlining Customer Experience – Ensure optimum customer experience across all servicing touch points including In-App Chat, Social Media, Inbound, and Outbound etc for • Customer Journey Mapping – Conduct RCAs & product/process journey mapping to curb the incidences at source through product customization or communication • Managing Customer Communication – Ensure seamless business communication across all touch points, define and Manage/Govern SLA’s, Planning, Forecasting, Analytics for all touch points in accordance with organizational objectives/strategy • Compliance – Ensure comprehensive governance, monitoring, planning, forecasting & analytics • Product Collaboration – Plan and execute automation to enhance customer experience • Education Programs Development – Creating educational programs for customers and partners to maximize the utility of their relationship with SWVL • Cost Optimization – Monitoring cost per case, champ and order to ensure budget compliance. • Resource Management – Managing departmental budgets to drive financial KPIs • Team Development – Maintaining positive communication, motivating, mentoring and coaching all team members • Case-flow Management – Making sure of timeliness and accuracy in accordance with SLAs

Daraz.pk

Jul 2020 – Apr 2021

Head of Issue Resolution

•Leading IR department – Managing IR Ops and SWAT teams on both Customer and Seller sides •Strategy Execution – Working with other SMT members to ensure Daraz’ operational and financial success •External stakeholder management (Customer & Sellers) – in relation to issue resolution, communication and grievance handling •Internal stakeholder management (Finance, Operations & Commercial) – in relation to resolution as well as alignment with financial targets of the company •Ensuring compliance – Minimizing costs at all stakeholder levels while still ensuring compliance with complaint handling procedures •Root Cause Analysis – Driving efficiency at operational levels to translate into bottom-line success •Resource & Budget management – Aligning the department resources with the CCO division and group level •Gap analysis – Identifying improvement areas for customers and seller interaction •Managing customer refunds and seller claims – in accordance with SOPs while ensuring minimum financial impact •Ensuring worldclass CXP & SXP - Refining experience for customers and sellers at Daraz •Driving KPIs – making sure the department delivers its monthly KPIs to ensure company success. •Team development – Maintaining positive communication, motivating, mentoring and coaching all team members •Case-flow management – Making sure of timeliness and accuracy in light of SLAs

S&P Global Market Intelligence

Dec 2018 – Aug 2020

Head of Site Marketing and Commercial Education

Team Lead: Marketing & Commercial Education teams for the site. Team development: Recruitment and training for marketing and commercial education. Marketing planning – Creating marketing plans and campaigns for Financial Corporates segment, & aligning these to business priorities. Marketing communications - Creating various types of content including web and advertising copy, social posts, and email campaigns using customer-focused messaging. Lead Generation & Retention: Generating MQLs for sales pipeline and creating retention programs for existing clients. Performance Analysis - Analyzing and measuring the performance of each tactic and channel in order to maximize reach and effectiveness for the end-to-end lead process. Event support & management - Working with Events team to assist in the execution of 3rd party and hosted events, including pre-event communication and post-event lead processing. Coordinating– Collaborating with cross-functional teams (Sales Ops, Education, Design, Compliance, Branding) to support the project management & delivery. Sales enablement – Developing sales collateral and materials to help Sales teams communicate the value proposition in line with customer workflows and the diagnostic selling approach.

Jahanzaib Mehmood Chaudhary

Customer Obsessed Commercial Professional

Skills