Michael Tadrous

Managing 10 different functions , 350 employees.

• Customer Service & Experience Management
  Developed and implemented customer service strategies to ensure exceptional customer satisfaction, overseeing the entire customer journey to improve service delivery and engagement. Reached a new Benchmark for NPS Score.
• Airlines & Hotels Relations
  Established and maintained strong relationships with airlines and hotel partners, negotiating commercial agreements and ensuring maximum partnership value.
• Airlines & Hotels Operations Management
  Directed the operational aspects of partnerships with airlines and hotels, ensuring seamless integration and collaboration. Worked closely with airline and hotel partners to streamline booking processes, optimize capacity, and manage service-level agreements (SLAs) to enhance customer experience.
• Finance & Accounting Oversight
  Managed the financial performance of Flyin Egypt , including budgetary controls, cash flow management, and financial reporting, ensuring compliance with regulatory standards.
• Commercial Deals & Supplier Relations
  Led negotiations and commercial agreements with suppliers, focusing on Egypt market airlines and suppliers, optimizing partnerships to align with business goals.
• Payment & Risk Management
  Oversaw payment infrastructure, ensuring secure and efficient transactions. Implemented risk management strategies to mitigate financial risk and fraud.
• Marketing & Brand Strategy
  Directed marketing efforts to drive customer acquisition and retention. Managed digital and traditional marketing channels, ensuring consistent brand messaging.
• Online Content Management
  Led the strategy and management of all online content across flyin platform. Ensured content accuracy, relevance, and alignment with SEO best practices to enhance visibility and user experience. Worked with content creators and the IT team to optimize the presentation of product descriptions, destination information, and partner offerings.
• IT Infrastructure & Digital Transformation
  Ensured the smooth operation of Flyin's Egypt office IT infrastructure, collaborated with IT teams to enhance digital tools, and spearheaded technology transformation initiatives.
• Human Resources Leadership
  Managed HR strategy, overseeing talent acquisition, employee engagement, and performance management to align with organizational goals and foster a high-performing team.

• Successfully established Flyin's office in Egypt , laying the foundation for the company's operations in the region.
• Led the entire setup process, from hiring the initial team to developing key business functions such as customer service, supplier relations, and marketing.
• Negotiated and secured critical partnerships with local airlines, hotels, and suppliers to drive business growth.
• Developed and implemented operational processes, ensuring the smooth launch and long-term scalability of the office.

Head of Customer Service , Sales & operation

• Co-founded Flyin's presence in KSA market, establishing a strong foothold in the region.
• Led customer service, sales, and operations teams, ensuring alignment with business goals and enhancing overall customer satisfaction.
• Developed and implemented sales strategies that contributed to significant revenue growth.
• Optimized operational processes to improve efficiency, reduce costs, and streamline customer interactions.
• Built and managed relationships with key stakeholders, including local suppliers, airlines, and hotel partners.

Head of Online Booking Engine (OBE), Tourism Products & Call Center - Altayyar Online (Part of SEERA Group)

• Played key role in founding AltayyarOnline.com, overseeing both operational and developmental aspects of the platform.
• Led the design, implementation, and optimization of the online booking engine, ensuring a seamless and efficient user experience.
• Managed the development and promotion of tourism products, enhancing the company's offering in the digital travel space.
• Directed the call center operations, ensuring high service levels and customer satisfaction.
• Collaborated closely with IT, marketing, and operations teams to drive platform enhancements and align product development with market needs.