What initially drew you to a career in customer experience and commercial strategy, and how did your early experiences shape your current approach?

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I progressed through different roles; I came to realize that many organizations strive for excellence by focusing on what the business needs. However, in every service-oriented organization I worked with, I noticed a recurring challenge: the relationship with customers was often limited to reactive customer service. This reactive approach left significant opportunities untapped.

Over time, I began to recognize a critical gap: the lack of proactivity in understanding and addressing customer needs. This insight became a turning point. By working on process enhancement initiatives, I uncovered numerous opportunities to dive deeper into questions like, How can we make this better for our customers?

This shift in perspective—from reactive problem-solving to proactive improvement—enabled not just better outcomes for customers but also greater alignment between business goals and customer satisfaction. It highlighted the importance of continually rethinking processes with the customer at the center, ultimately driving both innovation and loyalty.

We understand that in your previous roles, you improved the customer service ranking. What key strategies drove this transformation?

For an organization to transform, it requires a clear vision and an executive team fully committed to the necessity of change. In our case change was imperative. We understood that operating in a service industry without prioritizing the customer was simply not an option. 

So, what did that mean in practice? It meant moving away from assumptions about what customers wanted and instead truly listening to them through an in-depth Voice of Customer (VoC) program. We began systematically measuring satisfaction and capturing customer sentiment throughout their journey with us. This effort wasn’t just about gathering data; it was about investing in understanding our customers at a deeper level.

Of course, improvements aren’t achieved in isolation. Operating within a larger network, we collaborated extensively with stakeholders, partner postal providers, and other key players. This synergy was instrumental in driving the transformation and delivering exceptional results.

How do you build and nurture high-performing teams, especially in dynamic industries like logistics and freezones?

As a leader, it’s essential to genuinely believe that your team is the driving force behind every success you achieve for the organization. When this belief is at the heart of your leadership, you naturally become fully invested in their growth and well-being. This involves consistently connecting with your team to understand their challenges, involving them in decision-making, and fostering a strong sense of belonging. Empathy becomes the cornerstone of your leadership approach.

Celebrating and acknowledging team milestones is crucial for maintaining momentum, especially during challenging times. Recognizing their efforts not only inspires and motivates the team but also reinforces their commitment to shared goals.

Moreover, effective leadership requires guiding the team with the right support, fostering continuous learning, and granting them the trust to make mistakes and grow from those experiences. True empowerment creates an environment where team members feel confident to take initiative, embrace challenges, and develop resilience. This approach not only fuels individual growth but also strengthens the team, building a foundation for long-term success.

As a certified LEAN Black Belt, how have you applied Lean principles at Sohar Port to streamline operations and improve efficiency?

Creating a culture of continuous improvement is my top priority. This involves fostering an environment where teams regularly review performance metrics, identify bottlenecks, and implement incremental changes that drive significant long-term benefits.

Through this process, we gain a deeper understanding of gaps within workflows and collaborate across functions to optimize processes. This holistic approach not only enhances efficiency but also aligns teams toward shared goals. Ultimately, this journey of continuous refinement and collaboration leads us closer to achieving business excellence.

How do you ensure strong tenant relations and resolve complex client issues while navigating regulatory requirements?

Customers generally understand the need for policies and regulations, but when they don’t, it becomes our duty to clearly explain why certain restrictions are necessary, especially when they directly impact the customer. Open communication fosters understanding and helps build trust.

At the same time, finding alternatives is crucial. A great customer experience professional does not just enforce rules but actively seeks ways to maneuver around challenges to meet the customer’s needs. This requires creativity, problem-solving skills, and a customer-first mindset. 

By balancing regulatory compliance with flexibility and adaptability, we can maintain customer satisfaction while upholding organizational standards.

At SOHAR, we prioritize understanding our tenants’ needs and actively supporting their market success, knowing that their achievements are a reflection of our own.

Can you discuss a project where implementing a governance framework led to better decision-making and successful outcomes?

When it comes to project success, strong governance plays a pivotal role in optimizing resources across projects. A well-structured framework that adheres to defined standards and policies ensures projects are executed effectively, steering them in the right direction from the start.

Strong governance also enhances decision-making processes. Clear internal alignment enables faster and more efficient decisions, minimizing delays in project development. When challenges arise, involving the right stakeholders in the decision-making process, along with well-defined escalation paths, helps prevent bottlenecks and keeps the project on track.

Effective risk management is another critical aspect of strong governance. Through regular monitoring and reporting, teams can identify potential risks early and implement timely mitigation strategies. This proactive approach not only reduces disruptions but also fosters a more resilient and adaptive project environment.

What strategies led to this success, and how can they be applied in SOHAR?

I believe SOHAR Port and Freezone has been on the right strategic path from the outset. To attract more foreign investment, significant efforts are being directed toward synergizing stakeholders at the national level. This collaboration will undoubtedly drive investment in digital transformation and the optimization of resources, enabling more efficient service delivery. 

Prioritizing customer experience remains to be at the center of our operations and involves working closely with stakeholders to craft a streamlined and efficient investor journey, ensuring a seamless and impactful experience for all involved.