An indie VB that provides venture-building services for early-stage and bootstrapped startups

I have Built, Operated, and Transferred critical functions in the company. My primary focus was to build Customer Care as a proper function and eventually transition Qawafel to have its Customer Experience department that oversaw the experience through marketing, sales, operations, and overall service gaps. The approach was to enable Voice-of-Customers from both the buy and supply sides. This included:- Setting up reports using data visualization tools such as Metabase.- Enabling a ticketing solution (Zendesk) to feed the product's strategy.- Defining department and business procedures, identifying ICPs/personas, and customer journey, and establishing marketing & and sales funnel definitions and assignment rules. - Measuring CSAT, and NPS, and ensuring VoC can be captured from multi-touchpoints. - Developing a weekly habit where members from cross-departments and multi-levels would listen to the team's insights to amplify VoC and invite everyone to contribute towards better CX. I also acted as an interim Marketing Manager to set the baseline until the department became self-sufficient and had its dedicated manager. I also played a substantial role in filling gaps within the company across a variety of other departments such as Trade Finance inception, Supply team's SOPs, Data department to name a few. I have also assisted during the seed stage funding with preparing the data room, projections, planning and introductions to investors, and due diligence meetings.My most recent responsibilities were more versatile. It involved managing company-wide initiatives & plans to redefine our business model, company direction, product offerings and business repositioning. This included my responsibility to establish OKRs and steer all company heads towards achieving them, redefining revenue operations (RevOps and CRO), and assisting with department SOPs, recruitment, and assuming other strategic responsibilities.

- User Experience - Customer Experience- Business Development

Responsible for ensuring that our clients are aware and well educated about our services (UX research, design, development and management) focusing primarily on the public sector. My role was to research, assess, recommend, plan and then develop portals and mobile apps through a team of talented individuals and to ensure that our clients' public e-channels add true value to their users, hit our digital performance goals and subsequently achieve their business objectives. My responsibilities included:- Establishing and managing the UX Department.- Business development.- Partner development.- Client business cases and digital strategy development.- UX Team leadership and capacity building- Project / engagement delivery. - UX/UCD and digital marketing consultation for clients and community professionals.

Worked with the Business Development team in educating and promoting our services in general. My primary focus was in Digital Marketing and acting as a subject matter expert in the field for our client's projects. I've also been responsible for maintaining our relationship with partners such as Oracle, Google and other prospected digital marketing solution partners.