Open to opportunities

Abdelmadjid Tidjani

@abdelmadjidtidjani

Message

Customer care and omnichannel operations leader driving service excellence and digital transformation.

Canada

Message

What I'm looking for

I seek senior roles leading customer care and omnichannel operations where I can drive digital transformation, AI-enabled service improvements, cross-functional collaboration, and measurable customer loyalty and efficiency gains.

I am a customer care and omnichannel operations leader with over a decade of progressive experience in luxury retail, e-commerce, and customer care across international markets.

I have led regional teams and 3rd-party vendors to exceed SLAs, unify digital and social support channels, and deliver a 360° customer experience, while integrating AI features into CRM and ticketing systems.

My background includes managing omnichannel operations, streamlining workflows to reduce costs and improve resolution times, launching live assistance to boost conversions, and overseeing store operations with consistent sales and satisfaction outperformance.

I bring strategic planning, people leadership, project delivery experience, and a focus on analytics-driven decisions to improve efficiency, customer loyalty, and business growth.

Experience

Work history, roles, and key accomplishments

Customer Care Manager

Magrabi Group

Jun 2023 - Mar 2025 (1 year 9 months)

Led the regional customer care team and 3rd-party vendors, unified digital and social support channels to deliver a 360° experience, and integrated AI into CRM/ticketing to increase efficiency and engagement.

Customer Experience CRM AI Driven Engagement Vendor Management SLA Management Analytics Workflow Optimization

Customer Care & Omnichannel Sr. Specialist

Magrabi Group

May 2021 - Jun 2023 (2 years 1 month)

Managed daily omnichannel operations across fulfillment, customer service, and logistics to achieve SLA compliance, streamlined workflows to reduce costs and improve resolution time, and launched Live Assistance to boost conversions.

Omni Channel Fulfillment SLA Process Improvement System Integration KPI Tracking

E‑Commerce Advisor

Magrabi Group

Mar 2021 - May 2021 (2 months)

Supported launch of the omnichannel department by designing workflows, overseeing system integrations, training teams on digital tools, and recommending technologies for digital transformation.

E commerce Strategy Workflow Design System Integration Training Digital Transformation Technology Evaluation Change Management

Store Manager

Magrabi Group

Jul 2019 - Mar 2021 (1 year 8 months)

Oversaw store operations, sales, inventory, and customer service, led a team that consistently exceeded sales and satisfaction targets, and optimized stock management and compliance processes.

retail management Sales Leadership Inventory Management Customer Service Compliance Client Relationship Management

Training & Development Specialist

OPPO Electronics

Jul 2018 - Jul 2019 (1 year)

Designed and delivered tailored training programs aligned with business goals, evaluated training impact via performance metrics, and provided coaching to enhance workforce capabilities.

Coaching Curriculum Development Employee Development Metrics Analysis

Store Manager

Sunglass Hut

Jan 2016 - Mar 2018 (2 years 2 months)

Managed two retail locations to meet franchise standards, exceeded sales targets through strategic leadership, and reduced turnover by building motivated teams.

Sales Strategy Team Leadership Customer Service Merchandising

Call Center Operations Manager

RH Consulting / Elia Santé

Jan 2014 - Dec 2015 (1 year 11 months)

Oversaw call center operations, implemented efficiency and cost-saving measures that increased first-call resolution and ensured consistent SLA attainment through technology improvements.

Call Center Operations SLA Management Efficiency Improvement