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Ahmed Habiba
Customer Marketing Manager & Sustainability Team leader, Henkel, Dubai - UAE
Ahmed Habiba is a Customer Marketing Manager for GCC and a Regional Sustainability Team Leader for Middle East North Africa Region within Henkel Group. He has successfully launched and grown different brands and marketing projects in the region in the Pharma, Cosmetics, and Consumer Goods industries for different Fortune 500 companies like Merck & Co, Novartis, Bausch& Laumb, Al-Safi Danone, and Henkel. Ahmed key expertise areas are: Brand Asset Management, New Product Development, Consumer Marketing, B2B marketing , ATL and BTL strategic communication , content development, and creative synthesis. Ahmed holds MBA from University of Leicester and is a marketing lecturer. |
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Alya Al Dabbah
Senior Customer Service Officer, Road Transport Authority, Dubai – UAE
Alya Al Dabbah has been working in customer service field for the last 15 years, 11 years in Etisalat Dubai and 4 years in Dubai’s Roads & Transport Authority. In Etisalat she firstly worked as a front line sale then joined the support team for service quality checking & staff training. She was also part of the team working on enhancing service level and ensure the ISO 9000 certification. She ended as Customer Relation Officer.
Now working for the governmental entity RTA, she has to meet Dubai Excellence Government program KPIs, gather feedbacks, monitore service progress and propose recommendations for improvement. She has also trained more than 500 RTA employees on how to properly use the CRM application.
Alya Al Dabbah holds a bachelor degree in Mass Communication & Public Relation and she has attended many training courses on customer service, handling difficult customers and selling skills.
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Badreiddine Mansouri
Infinity Business Manager, Nissan Middle East, Dubai – UAE
 @Beurton
Sales and marketing expert, Badreiddine Mansouri’s roles consisted in delivering outstanding sales performances building up strong and erosion free brand images. For years, he has been establishing solid and sustainable relationships between automotive manufacturer and importers within the Middle East, North Africa and CIS regions for some of the world's most desired luxury brands. His multicultural background - French and Moroccan citizen - has also been a great asset to understand the markets, design and deliver successful business strategies. |
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Wafa’ Abu Snaineh, PhD
Adjunct Faculty Member University of Wollongong Dubai – UAE
Advisor Dubai Model for Government Services The Executive Council Government of Dubai Dubai – UAE
@WadaAbuSnaineh
Dr. Wafa Abu Snaineh is a researcher and management advisor; she has made several pioneering and international contributions in the area of service management and improvement. She has an extensive research experience and has many publications in the area of organizational effectiveness and efficiency. In the last 15 years, Dr. Wafa’ has carried out training and business consultation in the field of quality and performance management, service management and business excellence in different sectors including: policing, municipal services, healthcare, contracting and construction, roads and transportation, public health and safety, and e-commerce. Dr. Wafa’ is currently an adjunct faculty at the University of Wollongong in Dubai and is the advisor of the Dubai Model for Government Services. |
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 Hani Masgidi
Group Manager - CRM, AW Rostamani, Dubai – UAE
@HaniMasgidi
An accomplished and dynamic Operations & CRM professional with a successful career spanning 13 years, managing diverse functions for reputed organizations. Currently associated with A. W. Rostamani Holding Group, Dubai, in the capacity of Head - Customer Management Unit |
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 Hatim Badawi
ISP Program Director, Etisalat Egypt, Cairo - Egypt
Hatim Badawi has over 13 years of GSM experience. He is Customer Care Director for Etisalat Egypt. Prior to his current role, Hatim was Vodafone Group Customer Management Program Manager where he managed customer management program across 16 countries.
He has been awarded “Most innovative customer care in the world” 2009, short listed among top 5 best GSM customer care departments in the world 2010.
Hatim, as a telecommunication engineer with an MBA, has 3 GSM launches experience where he played different roles.
He has played several roles ranging from network roll-out, contract management, supply chain, program management, customer care, and commercial strategy across his career. |
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 Olivier Arnoux
SVP Guest Experiences, Sofitel Worldwide, Paris – France
Olivier Arnoux is Senior Vice President, Guest Experiences, for Sofitel Luxury Hotels*.
His main responsibility is to support the positioning of the Brand into the luxury segment turning the company into a « customer centric” one, formalizing and deploying the Sofitel Customer promise. He is also in charge of Sustainable Development and Procurement at the worldwide level.
Prior to his arrival at Sofitel in 2007, he has conducted his career mainly in the Automotive Industry (General Motors, Toyota, Nissan Europe). He held several managerial positions in different departments such as Sales and Service Quality Manager at Nissan Europe or Manager of the French office of a consultancy company. He was also leader of the Renault-Nissan Quality Functional Transversal Team, working on topics such as Quality measurement and Quality management.
Olivier is graduated from the French business school HEC where he has obtained an Executive MBA and from the MBA Institute (Inseec Group).
(*)Sofitel is the only French luxury hotel brand with a presence on five continents with 130 addresses, in almost 40 countries (more than 30 000 rooms). Sofitel offers contemporary hotels and resorts adapted to today’s more demanding and more versatile consumers who expect and appreciate beauty, quality and excellence. Whether situated in the heart of a major city like Paris, London, New York or Beijing, or nestled away in a country landscape in Morocco, Egypt, Fiji Islands or Thailand, each Sofitel property offers a genuine experience of the French “ art de vivre”. |
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Rimzie Ismail
Head of Customer Affairs & Service Initiatives , Dubai Airports - UAE
Rimzie is the Head of Customer Affairs & Service Intiatives at Dubai Airports - the newly formed management company for both Dubai International and Dubai World Central, Al Maktoum International airports, based in Dubai, UAE.
A Mathematics Honours graduate from Sri Lanka with over 18 years experience in the aviation industry in the Middle East. Her primary role is to ensure that an efficient Customer Relationship Management system is implemented and that the passengers experience the brand of Dubai Airports. She is also responsible for providing a seamless, smooth and a memorable customer experience at Dubai International.
She previously headed up the Marketing & Business Development Unit at Dubai Airports. Some of her key responsibilities were to attract new airlines to Dubai, Increase the passenger numbers as well as promote the Dubai Airports brand both locally and internationally. She initiated and led the intergrated airline marketing group across all stakeholders to provide a one-stop-shop at the airport.
She has over 24 years experience in Marketing in the Middle East and has worked in various multi national organisations as well as leading local institutions in Dubai . To name a few: J. Walter Thompson Middle East, HSBC Middle East, Emirates Group, Jumeirah International, Sharjah International Airport, Dubai Internet City and now at the Dubai Airports. |
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 Saygin Yalcin
Founder and President, Sukar.com, Dubai - UAE
@SayginYalcin
Saygin Yalcin is the Founder & President of the first and largest online private shopping club in the Middle East, Sukar.com.
Educated in Germany, USA and Mexico the young and dynamic entrepreneur worked with a range of high-profile corporations such as BMW, L’Oreal and Capgemini as a student. Upon graduation, Saygin collaborated with the founding members of the Global Shopping Club Alliance, to analyze new investment opportunities and business models.
Prior to starting Sukar.com, Saygin was founder and CEO of Joe Suis GmbH; a premium luxury house for high-end leather handbags and diamond jewelry based in Germany, where he collaborated with several online shopping clubs as major distribution channels.
The experience of working with luxury products and a global sourcing network gave Saygin the market insight needed to see the opportunity of bringing the shopping club model to the Middle East. In 2009, Saygin met with the founding team consisting of one of the world's most successful internet serial entrepreneurs and the Jabbar Internet Group, the Middle East’s largest e-commerce conglomerate, to start Sukar.com.
In less than two years, Sukar.com has grown from a small e-commerce startup into the multi-million-dollar business it is today. Saygin envisions Sukar.com becoming “the biggest online distribution channel for fashion and lifestyle products in the Middle East.”
Saygin holds a Masters degree in Business Administration from the prestigious WHU in Germany. He is fluent in German, English, Spanish and Turkish. |
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 Vikram Krishna
Head of Group Marketing & Branding – Emirates NBD
As Head - Group Marketing & Branding, Vikram Krishna has been responsible for the successful re-launch of the Emirates NBD Brand through a 360° integrated marketing approach. In addition to winning several accolades for Emirates NBD, he has been included in Communicate Magazine’s Top 50 Power List (2011) for the regional media, marketing and advertising industry.
Krishna, who began his career in advertising before moving to the banking industry, has a bachelor’s degree in Mathematical Studies (Delhi University) and an MBA in Marketing from Bharatidasan University, India. Before joining Emirates NBD, he has also worked in HSBC India and CitiFinancial. |
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 Leana Less
Eurasia and Africa Group Media Director – Coca Cola
Leana Less has worked in Advertising and Marketing for the past 20 years. Currently Connections Director for Coca-Cola Eurasia and Africa Group – this cluster includes 90 Countries. Responsibilities includes Traditional Media; Digital media Marketing Assets, Productivity and Capability Building in all the areas mentioned.
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 Jatin Sahni
Senior Director Marketing – DU
Jatin Sahni is leading a team of telecom and marketing professionals that contributed to a successful launch of second telecommunications operator in UAE “du” and establishing a self driven team that offers telecommunication solutions and services to enterprise businesses within UAE.
He has more than 17 years of telecommunication experience across Europe, Asia and Middle East including around 10 years in various management positions within Ericsson. He joined TECOM, Dubai in 2003 and then was part of the start up team contributing to the successful launch of du.
Key mantra he believes in is that “the proposition is the experience” and “the experience drives the brand”
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 Dr Navneet Saini
Life and Medical Division Manager – Oman United Insurance Co. SAOG
Health care customer service is very different from normal customer service. It involves being understanding and compassionate but not letting emotions overrule professional judgment. Dr Navneet Saini has worked in different aspects of healthcare customer service – from dealing with patients as a doctor to improving the customer service standards in a hospital set-up and currently managing customer expectation from health Insurance. In her current profile she has to do a fine balancing act between the various parties involved in Health Insurance- from the client organization management to the clients themselves, the health service providers and of course the insurance company itself. Fortunately her work experience in India, UK and the Sultanate of Oman has enabled her to understand and deal with people with different personalities. She is currently working on a closer relationship between Insurance- Hospital- Pharmaceutical network to find a solution to the most important areas of patient dissatisfaction.
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 Mike Newnham
HR Professor, University of Wollongong, Dubai - UAE
Since leaving the UK in 1984 Mike has worked in Learning & Development and HR roles in the hospitality industry across the Middle-East and Asia-Pacific with Hyatt International, Training Services Asia, and the Intercontinental Hotels Group.
Mike moved to Dubai in February 2000 to head up HR for the Jumeirah Group. More recently he held a similar position with Abu Dhabi National Hotels.
He currently teaches Master’s in HR students at the University of Wollongong in Dubai, and is a facilitator with FranklinCovey Middle East.
Mike holds a Doctorate in Social Sciences (HRD) from the University of Leicester in the UK and is a Fellow of both the Australian Human Resources Institute and the Institute of Hospitality.
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 Dr Darren Coleman
Managing Consultant, Wavelength Marketing, Birmingham – UK
Dr. Darren Coleman has over 15 years brand marketing experience. This spans projects in the UK, continental Europe, the Middle East and Japan. He has worked with brands such as Orange (UK and Group), BUPA, Standard Life, Nikon, Volvo, The British Government, Elsevier Publishing, University of Birmingham and Aston University.
Darren is the Managing Consultant at Wavelength Marketing. Wavelength offers brand advice, insight, training and design to service brands that expect marketing to deliver measurable financial returns.
Darren frequently speaks at international conferences on brand marketing. He holds a PhD in branding marketing (University of Birmingham, UK), a MA in marketing (University of Nottingham, UK) and is a Chartered Marketer. He is a Visiting Lecturer in Brand Management at the University of Birmingham, tweets @onthewavelength and blogs here. |
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 Mr. Patrick Attallah
CEO, 90:10 Group Middle East
Patrick is a French/Lebanese leading social media strategist and open business thought leadership, CEO of 90:10 Group Middle East*. He is regularly invited to speak on the impact of social (media) technologies on businesses, brands and hence decision-making. He is at heart a ‘digital’ entrepreneur with 20+ years experience in media, marketing and organizational change, having setup and run many telecom and technology-based businesses. Patrick has in the past successfully developed and delivered globally digital professional services and community solutions for the audiovisual industry working with the likes of Microsoft, Philips and Thomson. He is now focused on developing 90:10’s open business consultancy services in France, Italy and the Middle East, as well as defining and managing social media strategies for global accounts such as Carlson Wagonlit Travel, Honda Europe, France Televisions and Ministry of Labor in KSA. Patrick speaks Arabic, English, French and Italian.
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 Faran Niaz
Vice President, Head of Service Quality – Abu Dhabi Islamic Bank
Faran Niaz has 15 years of banking experience in the Field of Service Quality. He has successfully established and run several Call Center and Service units across the globe.
Faran joined ADIB in Mar 2009 as 'Head of Service Quality' brought in the organization with an aim to improve and enhance Banks Service preposition across all Service channels including Branches, Call Center and Website. Faran has helped ADIB achieve the No.1 position in Service amongst all Bank's in UAE in less than 2 years moving from 23rd position. Today, ADIB Branches are No.1, 2nd Best Website and one of the best Call Centers in UAE. A remarkable achievement by any standards. He is also instrumental in creating Service Strategies for other groups in ADIB along with leading the Service drive for Internal business with the aim to be No.1 in all markets that ADIB will operate.
Before joining ADIB, Faran worked with Citibank for 10 years in the Field of Service Quality and 3 years with Mashreq Bank in similar roles. |
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Ambreen Khan
Head Service & Quality, Noor Islamic Bank, Dubai – UAE |
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Horst Walther-Jones
General Manager, Mövenpick Hotel Jumeirah Beach, Dubai –UAE |
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