Zouhair M.

Global management of the e-commerce business unit (P&L, operations, product, data, marketing) and end-to-end transformation management including operational process redesign, functional analysis, co-management of the tech roadmap, and cross-functional coordination.

✔ E-commerce process reengineering (order, payment, preparation, delivery, CRM) & production of operational documentation.

✔ Functional Analysis & Product Ownership: requirements framing, functional specifications, backlog prioritization, journey design, and delivery monitoring with IT / Digital Factory.

✔ CDP / CRM Lead: definition & production of data use cases (2nd & 3rd order reminders, cart abandonment reminders, activation scenarios).

✔ Glovo customer account payment strategic project: business/IT framing, operating procedure definition, invoicing & reconciliation process.

✔ Real-time BI implementation (50+ reports): quality, operations & digital performance management.

✔ Digital & Marketing performance management: acquisition, activation, marketing automation, CRM.

✔ Key achievements: Revenue >400 MDH (+25%), EBITDA >20 MDH, OTD +10 pts, delivery time → 45 min, customer satisfaction >90%.

✔ Full management of the 2023-2024 digital roadmap: +70 multi-squad initiatives (6 squads) – daily governance with IT and Digital Factory.

✔ Mobile Banking Functional Analysis: Pocket Bank redesign, functional specifications, user stories, business rules, UAT support & go-live.

✔ Digital onboarding transformation: 100% digital onboarding, DGSN eKYC.

✔ Digital security: tokenization, device trust, ePIN, establishment of Fraud Monitoring unit (anti-fraud processes & workflows).

✔ UX journey optimization → +9 pts digital retention, +15% digital transactions.

✔ Migration of SME Business Bank Terminals → Chaabi Net: framing, decision-making, business-IT coordination.

✔ Digital marketing & acquisition → active customer base: 675k → 820k.

✔ Redesign of the Corporate business model: design and deployment of the CST – Client Service Team approach for the Large Corporate segment (12 CSTs, 50+ sales representatives, 10 sectors, MAD 2 billion in net banking income).

✔ Redesign of the Corporate credit process: workflow standardization, reduced timelines, IT framing.

✔ Diagnosis and optimization of banking operations processes.

✔ Customer segmentation & data-based commercial targeting.

✔ Design of management tools: dashboards, indicators, reporting. Credit process & journeys: coordination of the redesign of the credit granting process and operations processing for the Corporate segment, with workflow standardization and timeline reduction.

✔ Commercial performance management: creation of a monthly performance tracking system (reports, dashboards) and definition of corrective action plans based on deviations.

✔ Governance & performance rituals: implementation and facilitation of commercial transformation governance and a structured monthly performance dialogue between managers and operational teams.