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Sign InSTS Group ( part of GEMS Education)
Head of Client Services
A client-obsessed, commercially astute senior leader with 15+ years of experience delivering transformative customer experience, client servicing, and commercial growth across education and technology sectors in the Middle East.
Recognized for:
Leading CX transformation programs, embedding governance frameworks, KPIs, SLAs, and Voice of Customer mechanisms to drive measurable improvements in satisfaction, loyalty, and retention.
Designing end-to-end customer journeys across digital and physical touchpoints, using data-driven insights to anticipate needs and enhance experience.
Building and mentoring high-performing teams capable of operating in matrixed, fast-paced environments.
Driving commercial growth through upselling, cross-selling, strategic partnerships, and operational excellence.
Acting as a trusted advisor to C-level clients and executives, aligning service delivery with business objectives and digital transformation strategies.
STS Group, UAE | Nov 2022 – Present
Led the CX transformation journey for STS Group, standardizing service models, account management frameworks, and personalized client engagement strategies.
Established a Voice of Customer (VoC) program across multiple channels to capture feedback and proactively address client pain points.
Developed and tracked CX KPIs and SLAs, including CSAT, NPS, client retention, first-contact resolution, and resolution turnaround times.
Introduced a continuous feedback mechanism to close the loop on client concerns, driving measurable improvement in satisfaction and loyalty.
Partnered with C-level clients and internal delivery teams to ensure seamless execution of complex projects, leveraging insights to mitigate risk and maximize value realization.
Launched a regional business growth strategy aligned with CX principles, expanding verticals and territories, achieving a 40% increase in annualized contract value.
Built and scaled a high-performing client servicing team, fostering a culture of ownership, responsiveness, and consultative engagement.
GEMS Education – Technology Division, UAE | Jan 2020 – Oct 2022
Designed and executed a CX-focused corporate growth and partnership strategy, aligned with digital transformation goals in education and enterprise sectors.
Forged strategic alliances with global technology providers (Microsoft, Cisco, HP), enhancing co-branded solution delivery and customer experience innovation.
Established performance SLAs and KPI frameworks across internal teams and partners, ensuring transparency, accountability, and alignment with business objectives.
Partnered with consultancies like PwC and McKinsey on go-to-market strategies informed by customer insights, improving engagement and loyalty.
GEMS Education – Corporate Group, UAE | Feb 2017 – Dec 2019
Developed customer-aligned product and partnership offerings, resulting in co-branded initiatives that enhanced acquisition and retention.
Collaborated cross-functionally with Product, Marketing, Sales, and Technical teams to ensure offerings met customer needs and market trends.
Introduced performance dashboards, SLAs, and ROI metrics, driving data-driven decision-making and continuous improvement in partner and product performance.
Commercial Business Development Manager, Bilfinger Tebodin B.V., UAE (2013–2014)
Key Account Manager, Seven Seas Steel (OCM Group), UAE (2007–2012)
Sales & Marketing Executive, Procurio & Axcl Gulf, UAE (2005–2007)
L.L.B (Hons), V.M. Salgaocar College of Law, India
Diploma in Digital Business, Emeritus Institute (online)
