Waleed ElDamanhoury

My role is to cover returns and refunds journeys, including returns rules and conditions, and refunds flows, rules and constraints and lead-times (SLA); includes quality product related pain points. Logistics, Finance, Content as main stakeholders.

• Process Improvement: Spearheaded efforts to streamline returns and refunds processes, identifying inefficiencies and implementing solutions for enhanced operational efficiency.
• Project Management: Led cross-functional teams in the execution of process improvement projects, from inception to completion, ensuring alignment with organizational goals and deadlines.
• KPI Monitoring and Analysis: Utilized data-driven insights to monitor key performance indicators (KPIs) related to returns and refunds, including speed and quality metrics, to drive continuous improvement initiatives.
• Root Cause Analysis: Conducted thorough root cause analysis to identify underlying issues impacting returns and refunds processes, implementing corrective actions to address systemic challenges and minimize recurrence.
• Stakeholder Collaboration: Collaborated with internal stakeholders such as customer service, logistics, and finance teams to implement changes and improvements, fostering a culture of collaboration and continuous improvement.
• Training and Development: Developed training materials and conducted workshops to equip team members with the necessary skills and knowledge to adapt to process changes and uphold quality standards.
• Continuous Improvement Initiatives: Proactively sought opportunities for further optimization of returns and refunds processes through benchmarking, industry best practices, and feedback from customers and internal stakeholders.
• Performance Reporting: Prepared regular reports and presentations on returns and refunds performance, highlighting key insights and recommendations for management review and strategic decision-making.

• Map E2E vendors' journey; Identify vendors' pain points and vendors' misses (comm, tools, vendor's SLAs & commitments...).
• Manage Vendors Performance across Jumia 10 Countries regarding their Cancellation rate, Rating, and Delivery time.
• Deep dive on root causes, define/implement corrective and improvement actions/projects.
• Identify features/products for vendor self-service, agents tasks automation.
• Focus on improving product quality; OOS %, drop off SLA, and returns pick up SLA; decreasing penalties; increasing of VAS taken by vendors.
• Develop and lead strategic projects within Jumia central team across countries for both ODS
• Provide central management team and local COOs with weekly/monthly performance updates
• Work closely with countries VXP teams to monitor their performance and support them roll-out operational improvements and service level agreements
• Understand all VXP related internal processes and challenge the different teams involved
• Build and implement necessary Product/Tech and BI developments in order to improve VXP

- Acquiring New Merchants from the Key accounts in the Market to be live on our App.

- closing deals with them to make a win win situation and beneficial partnership between us.

- Handling a portfolio of key on our platform and build a good relationship with them.
- Working as focal point between the merchant and the company's departments ( legal – finance ).
- Getting from merchants affordable offers for our customers.

- Handling a portfolio of key and non key accounts on our platform and build a good relationship with them
- Analyzing their performance and sending to them frequently performance reports
- Working as focal point between the vendor and the company's departments ( content – finance – logistics )
- Manage their performance regarding the Growth in orders and failed orders and delivery time.
- Make sure that their Menu and Categories and photos are suitable to our platform.
- Selling for them our Marketing Solutions to make sales growth.
- Collecting the offers from them and add it to the platform
- Informing them about Talabat daily updates and campaigns
- Giving them the needed trainings to make sure that they are using our applications probably

• Managing a portfolio of Key accounts in the market by providing exceptional partner care; with an emphasis on support, and high-quality service.
• Identifying new business opportunities with existing vendors and engaging in cross-selling/up-selling activities.
• Serving as your Vendor's internal consultant to recommend the best way to utilize our services and solutions to improve their business; taking into account cost-benefit efficiency and increased revenue, while also engaging in other business ventures.
• Analyzing vendor's performance and sending frequently report and present the data with the vendors to know where we stand and improve our partner success.

• Supervising, managing and motivating team members on daily basis.
• Managing team performance to ensure that they are delivering service with best quality and customer experience.
• Managing team productivity on daily basis.
• Gives proper individual and group coaching to improve team performance.

• Supervising , managing and motivating team members on daily basis
• Ensure that the team is delivering service with the best quality and customer experience with the best AHT
• Gives proper individual and group coaching to improve team performance.
• Monitor Inbound on daily basis to assure quality of service

• Etisalat UAE Frontline Technical Support
• Getting Customer queries and technical issues and find the best solutions to ensure customer satisfaction