Chadi Sayah

Lead end-to-end customer experience strategy, driving consistency, loyalty, and measurable business impact across customer touchpoints. Partner closely with leadership and cross-functional teams to embed a customer-centric culture and translate customer insights into scalable, high-impact initiatives. Key Achievements • Defined and executed overall CX strategy aligned with business objectives and leadership vision. • Designed, optimized, and governed customer journeys across digital and physical channels. • Owned and improved core CX KPIs including NPS, CSAT, CES, retention, churn, and customer lifetime value. • Partnered with Operations, Product, IT, Marketing, and Commercial teams to ensure seamless end-to-end experiences. • Led CX transformation initiatives and change management programs across the organization. • Translated customer feedback, data, and insights into actionable improvements and performance outcomes. • Established CX frameworks, governance models, and best practices to ensure consistency and scalability. • Built, mentored, and led CX teams, driving accountability, performance, and continuous improvement.

Key Achievements • Achieved 92% employee satisfaction in semi-annual surveys by fostering supportive culture and wellness initiatives. • Introduced a career development and incentive-based retention framework, improving engagement and reducing turnover. • Increased profitability by 18% through targeted upselling, cost optimization, and operational streamlining. • Boosted brand visibility and guest loyalty through curated local experiences and strategic partnerships, resulting in a 20% increase in repeat visits. • Successfully led the phased launch of the resort, ensuring full operational readiness and smooth visitor flow across multiple entry points and facilities. • Managed high-attendance events with weekends and holidays attracting 3,000+ visitors daily, using crowd circulation plans, entry/exit control, and zoned supervision. • Designed and executed crowd management and ushering systems, including shift planning, staff placement maps, and communication protocols across F&B, beach, and retail zones. • Forged partnerships with vendors such as Saudi WAKE and Pirates Surf, aligning with Vision 2030 tourism and entertainment initiatives. Key Responsibilities • Oversaw daily resort operations managing 100+ staff across guest services, security, events, retail, and F&B departments. • Developed circulation and crowd control SOPs, including emergency routes, access barriers, and flow mapping for large-scale events and corporate gatherings. • Recruited, trained, and supervised usher and front-line teams, ensuring consistent service standards and crowd engagement during peak hours. • Collaborated with security and safety teams to coordinate emergency response, lost child procedures, and VIP crowd movements. • Implemented live monitoring and radio coordination systems to track real-time crowd density and staff response. • Designed end-to-end guest journey maps to optimize entry flow, queuing, and experience touchpoints. • Led cross-department collaboration for event setup, signage placement, and capacity management. • Directed vendor management and site logistics, ensuring timely setup and compliance with safety and municipality standards. • Analyzed guest behavior and traffic trends to continuously refine circulation and event layout for smoother operations. • Supported financial and strategic planning, ensuring event profitability and operational excellence.

Key Achievements • Boosted qualified lead engagement by 30% in KSA by serving as the main Arabic-speaking liaison. • Increased pipeline conversion by 15% through full-cycle sales support for Data Management and MDM solutions. • Opened doors to high-value public sector deals through strategic account targeting and tender registrations. • Achieved 20% regional growth in under six months by aligning solutions with CXO priorities in Saudi Arabia. • Co-developed executive pitch decks, translating technical features into strategic value for the KSA market. Key Responsibilities • Acted as a cultural and language bridge during client engagements and meetings. • Localized marketing and sales content to match Saudi business norms. • Aligned with marketing and pre-sales to tailor messaging to KSA market needs. • Qualified and nurtured inbound KSA leads using local market insights. • Supported the sales lifecycle by aligning solutions with client needs and goals.