Ahmed Gamal

Experience

• 

  SIDEUP

  Jun 2018 - Nov 2018

  Account Manager - SaaS

  • Managed a portfolio of high-value SaaS accounts, consistently meeting and exceeding sales targets through effective relationship management and customer success initiatives.• Developed and implemented account plans to identify new business opportunities, contributing to the overall business expansion.• Strengthened relationships with key stakeholders by conducting regular business reviews and aligning customer goals with service offerings, resulting in improved client satisfaction and retention.• Collaborated with cross-functional teams, including sales, marketing, and product, to deliver seamless customer experiences and support account growth.• Utilized CRM tools like Salesforce and HubSpot to track customer journeys, ensuring optimal engagement and retention.• Proactively addressed client challenges, ensuring long-term loyalty through personalized service and dedicated support. Show less

• 

  Swvl

  Nov 2018 - now

  • Led end-to-end B2B & B2C operations, delivering affordable and reliable transportation solutions across Egypt and Saudi Arabia.• Collaborated with product and engineering teams to develop key products: - SAAP Tool: Optimized network planning by prioritizing utilization, reducing plan duration, and increasing earnings. - Vendor Portal (SaaS): Streamlined supplier fleet management and improved operational transparency for various use cases. - Live Operations Platform: Enhanced operational visibility and collaboration for internal and external teams, improving reporting and invoicing. - Speed Tracking Alarms Platform: Increased driver safety and compliance through real-time monitoring.• Achieved 35% MoM growth in B2C while maintaining profitability through strategic operations and optimization.• Increased operational efficiency by 25% via P&L management, process improvements, and cross-functional collaboration.• Reduced costs by 20% through route optimization and resource allocation, boosting customer satisfaction by 15% and retention by 10%. Show less • Spearheaded network planning and supply optimization, leading to a 30% increase in B2C bookings and 25% growth in GMV.• Led B2C operations across multiple markets, improving operational efficiency and maintaining profitability through strategic planning.• Optimized Fulfillment KPIs, reducing canceled trips and significantly enhancing customer experience.• Drove cross-functional collaboration, leveraging data-driven insights to improve network utilization and ensure sustainable growth.• Developed resource allocation strategies that resulted in a 30% improvement in profitability across all markets. Show less • Successfully launched the charter category in Egypt and Pakistan, driving a 5% increase in monthly bookings and a 20% boost in profitability.• Led cross-functional teams in marketing, sales, and operations to implement strategic growth initiatives, contributing to a 10% improvement in operational efficiency.• Spearheaded data-driven route planning strategies, optimizing network utilization and reducing operational delays.• Mentored a high-performing team of network planners and analysts, fostering a collaborative culture and aligning goals with business objectives.• Achieved significant improvements in profitability by leveraging data insights and optimizing resources to ensure sustainable growth. Show less • Spearheaded Swvl’s expansion into Brazil, Argentina, and Chile, establishing a strong presence and driving significant user adoption.• Led market research and competitor analysis to inform strategic decision-making and guide go-to-market strategies.• Built and managed high-performing teams across multiple countries, fostering a collaborative culture and ensuring alignment with global objectives.• Developed and implemented operational processes for seamless market expansion and efficient service delivery. Show less • Developed and executed comprehensive network planning strategies, resulting in a 30% increase in profitability and a 20% improvement in utilization rates across intercity services.• Spearheaded the launch of the aggregator model with Bluebus, which established a scalable framework later expanded into new markets, including Brazil.• Led year-over-year growth in bookings, GMV, and bottom-line performance by driving data-driven decision-making and optimizing route efficiency.• Improved card penetration by 10%, contributing to higher customer retention and a seamless payment experience for users.• Implemented cost-saving initiatives that reduced operational costs, enhanced Fulfillment KPIs, and significantly reduced canceled trips, improving overall customer satisfaction. Show less • Led a team of 20+ captains and customer service representatives, driving operational efficiency and enhancing customer satisfaction through process optimization.• Achieved an 88% reduction in canceled trips, from 3.3% to 0.4%, through strategic team restructuring, process automation, and performance management initiatives.• Improved reliability KPIs by 88%, significantly reducing late rides and improving communication channels, leading to a smoother customer journey.• Boosted GMV by 81% by optimizing real-time decision-making during live operations and enhancing coordination between teams.• Collaborated with cross-functional teams to streamline workflows, reduce operational delays, and implement technology-driven solutions that improved overall service delivery.• Introduced a proactive customer communication strategy, reducing complaints by 20% and improving customer loyalty. Show less

  • Operations Director - B2B & B2C

    Jun 2023 - now

  • Network Planning & Growth Manager

    Jan 2023 - Jun 2023

  • Global Operations & Planning Manager

    May 2022 - Jan 2023

  • Global Expansion & Market Entry Manager

    Nov 2021 - Oct 2022

  • Category Manager - Intercity Transportation

    Feb 2020 - Nov 2021

  • Live Operations & Customer Experience Manager

    Nov 2018 - Feb 2020