Peter Saber
Global Ecom Content & Merchandising Lead
Medan Esaa
Summary
Results-driven E-commerce Content & Merchandising Lead with [+7] years of experience in driving digital growth, content optimization, and online merchandising for global brands. Proven expertise in e-commerce strategy, digital content management, SEO, and performance analytics to enhance product visibility, engagement, and conversion.
Previously served as Content Team Lead and later promoted to Content Supervisor at Talabat, leading content operations, ensuring high-quality product listings, and streamlining workflows to enhance the digital customer experience.
Currently leading e-commerce content & merchandising at PepsiCo, optimizing digital shelves across major platforms (Amazon, Walmart, Instacart, etc.) and leveraging data insights to drive business performance.
Strong collaborator with cross-functional teams, passionate about consumer behavior, digital trends, and performance-driven e-commerce solutions to drive revenue and market share.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Customer Service Representative
RAYA CX
01.2019 - 01.2022
- Obtain client information by answering telephone calls; interviewing clients; verifying information
- Determine eligibility by comparing client information to requirements
- Establish policies by entering client information; and confirming pricing
- Inform clients by explaining procedures; answering questions; providing information
- Maintain communication equipment by reporting problems
- Maintain and improve quality results by adhering to standards and guidelines; and recommending improved procedures
Content Specialist
Talabat
01.2019 - 01.2022
- Updating Menu content of New & existing vendors' accounts on the system
- Creating new vendors on the backend matching the content guidelines
- Writing and translating Menu content of new vendors in both Arabic and English languages
- Updating restaurant's branches and each branch's delivering area
- Updating any change of item's price
Key Accounts and POS Team Leader
Talabat
01.2021 - 01.2024
- Support agents in the day-to-day operations to secure complete orders and achieve team members’ operations targets.
- Improve customer experiences and customer satisfaction by assisting agents with all requires tools and skills for orders inquiries, transactions and complaints resolution efficiently and effectively.
- Conduct daily, weekly and monthly coaching sessions for agents on all systems issues, SOP, skills, attitude and Apps to identify improvement areas and chart action plan with rigorous follow-up.
- Review and analyze performance trends consistently and frequently for team members.
- Communicate performance results and goals to team.
- Provide feedback and training recommendations.
- Implement corrective action procedures when required.
- Manage and ensure schedule adherence.
- Manage the availability of agents on real-time basis to ensure that service-level objectives are met.
- Help coordinate breaks, lunches and training sessions to align with expected task volumes.
- Monitor attendance over time and take corrective action when required.
- Support day-to-day work processes in the contact center.
- Handle difficult escalated customers.
- Troubleshooting all system related issues.
- Lease and coordinate with operations support team to ensure a smooth and dynamic operations platform.
- Participating in or leading special projects within the customer care to enhance and improve operations.
- Conduct team meetings on a periodic basis.
- Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure timely completion of tasks.
- Attend daily, weekly and monthly business review meeting
- Attend monthly business review meetings with shared services to align business goals.
- Review and handle day-to-day operations, e-mails, reports, escalation and refund tasks on a daily basis.
Content Operations Supervisor
Talabat
01.2024 - 12.2025
- Support Team Leaders in day-to-day operations to secure complete orders and achieve team members' operations targets
- Improve customer experiences and customer satisfaction by assisting team leaders with all required tools and skills for order inquiries, transactions, and complaints resolution
- Conduct daily, weekly, and monthly coaching sessions for Team Leaders to identify improvement areas and chart action plans with rigorous follow-up
- Review and analyze team leaders' performance trends consistently and frequently
- Communicate performance results and goals to Team Leaders
- Manage turnover to ensure enough agents are available to meet staffing
- Manage, review, and analyze service-level performance
- Review productivity reports and take corrective action for any team deviation
- Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure the timely completion of tasks
- Attend daily, weekly, and monthly business review meetings
- Attend monthly business review meetings with shared services to align business goals
- Review and analyze team performance reports and take corrective action
Global Ecom Content & Merchandising Lead
PepsiCo
12.2024 - Current
- I Lead E-Commerce team in (Egypt, UAE, KSA, Jordan, Bahrain, Qatar, Oman, Iraq & Lebanon).
- Content Strategy & Optimization: Developed and executed high-impact e-commerce content strategies to enhance product discoverability, engagement, and conversion across key online retail platforms (Amazon, Walmart, Instacart, etc.).
- Digital Merchandising: Led the planning and execution of online merchandising strategies, optimizing product placement, A+ content, and rich media to maximize visibility and sales.
- SEO & Performance Enhancement: Implemented keyword research and SEO best practices to improve search rankings, click-through rates, and organic traffic.
- Data Analytics & Insights: Monitored and analyzed content performance using analytics tools (Mfilterit) leveraging insights to drive continuous content enhancements.
- Cross-Functional Coordination: Worked closely with marketing, sales, and supply chain teams to ensure a seamless omnichannel customer experience.
- Conversion: Contribute to pepsico's sales and share growth targets on commerce channels.
Skills
Education:
- Faculty of commerce English section Cairo University
Courses:
- Green belt Six Sigma
- PRMG-Planning
- Leadership Coaching Styles
Skills:
- Presentation Skills
- Coaching
- Self-planning and time management
- Communication
- Details oriented
- Self-motivated
- Monitoring and briefing Skills
- Excellent communication
- Analytical skills
Timeline
Global Ecom Content & Merchandising Lead
PepsiCo
12.2024 - Current
Content Operations Supervisor
Talabat
01.2024 - 12.2025
Key Accounts and POS Team Leader
Talabat
01.2021 - 01.2024
Customer Service Representative
RAYA CX
01.2019 - 01.2022
Content Specialist
Talabat
01.2019 - 01.2022