RTFreelancer profile translated to English.
Back to original languageAbout Ramzi
Operations Manager, Customer Success & Sales Development
With over 8 years of international experience, I guide companies to improve their customer relationships, develop their commercial activities and organize their teams.
My expertise includes:
Leadership & Management: setting up and supervising SDR and Customer Success teams, hiring, training and support.
Customer Relationship & User Experience: optimizing the customer journey, building loyalty, reducing churn and monitoring key performance indicators (NPS, retention, conversion rate).
Processes and Tools: developing efficient workflows and mastering solutions. Tableau, Jira Service Desk, HubSpot, Salesforce.
Analysis & Strategy: detecting root causes, optimizing processes, interdepartmental collaboration (Sales, Marketing, Product, Support).
As a polyglot, I leverage my strategic vision and results orientation to improve customer performance and satisfaction.
Event Manager:
Proven experience in directing and coordinating large-scale events, from conception to completion. Management of multidisciplinary teams, schedule management, logistical coordination and budget monitoring. Negotiation with sponsors and partners, supervision of service providers and guarantee of compliance with deadlines and quality standards. Ability to manage multiple projects simultaneously while maintaining a high level of creativity and customer satisfaction.
Arabic
Native or bilingual
English
Native or bilingual
German
Conversational
French
Native or bilingual
Can work on-site
Tunis (up to 50km)
Experience
- Med start nowManager opérations Sales development/ Customer successJune 2025 - Today (1 year)Tunis, TunisiaTeam leadership: Creation and direction of the SDR team; management and development of SDR and Customer Success teams with clearly defined roles and objectives. Recruitment: Definition of profiles, active participation in the recruitment process, integration and skills development of new SDR and CSM employees. KPI Management: Monitoring and analysis of key performance indicators (e.g. appointments made, conversion rate, NPS, retention, churn). Processes and tools: Implementation of scalable workflows and management of tools such as Salesforce, HubSpot and Tableau. Coaching and support: Supervision, continuous training and regular feedback to guarantee team performance. Cross-functional alignment: Close collaboration with the Sales, Marketing, Product and Support teams to streamline the pipeline and improve the customer experience.
- Med start nowManager Customer success officersNovember 2024 - May 2025 (6 months)Leadership & Management: supervision, motivation and development of CSOs, monitoring of KPIs. Customer relationship: Loyalty building, churn reduction, escalation management and optimization of the customer journey. Analysis and strategy: monitoring of KPIs (NPS, retention), process improvement and personalization of interactions. Collaboration and communication: coordination with the sales, product, marketing and customer support departments. CS Tools: Proficiency in CRM systems (Salesforce, HubSpot), reporting tools (Tableau, Excel).
- Free2move-StellantisBusiness expert CarsharingMarch 2021 - November 2024 (3 years and 8 months)User Experience (UX) bug tracking Team training and development Root cause analysis Process creation and optimization
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Education
- Bachelor's degree in international business managementHochschule Osnabruck|2019Licence en gestion des affaires internationales
- Bachelor's degree in commerce, administration and managementEsprit school Of Business2022Licence en commerce, administration et gestion