Open to opportunities

Farid Boulenouar

@faridboulenouar

Customer Success and Service Delivery professional with 6+ years in premium UAE organisations and multilingual client retention.

United Arab Emirates

Message

What I'm looking for

I’m seeking a senior Customer Success Manager or Service Delivery Manager role focused on client retention and operational ownership, with measurable service outcomes. I want a team that values escalation excellence, cross-functional collaboration, and data-driven customer-first standards.

I’m a Customer Success and Service Delivery professional with 6+ years in premium UAE organisations—Museum of the Future, Nakheel Properties, and Apple MEA. I manage multilingual client portfolios, resolve high-stakes escalations, and coordinate cross-functional service delivery for corporate and institutional stakeholders. I bring certified CRM capability across Salesforce, Oracle, and HubSpot CRM, combining operational ownership with customer-first standards.

As Customer Success & Service Delivery Lead at Museum of the Future (Dubai), I’ve managed end-to-end service delivery for international visitors and corporate clients across Arabic, English, and French touchpoints. I recruit, vet, and coordinate 15+ expert speakers and programme facilitators per quarter, align specialist profiles to client briefs, and streamline scheduling to reduce last-minute substitutions. I also resolve complex service escalations by partnering across operations, programming, and facilities teams, then codify cross-department escalation protocols to reduce average resolution time.

Earlier, at Nakheel Properties, I managed a post-purchase client journey, using Salesforce and Oracle CRM to track interactions, identify communication gaps, and surface at-risk accounts for proactive outreach. At Apple MEA, I delivered enterprise-level technical support to B2B clients, translating complex findings into clear, actionable updates for non-technical stakeholders to reduce repeat escalations. I’m now targeting a senior Customer Success Manager or Service Delivery Manager role where client retention, operational ownership, and measurable service outcomes drive growth.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Delivery Lead

Current

Museum of the Future

Jan 2022 - Present (4 years 5 months)

Managed end-to-end service delivery for international visitors and corporate clients across Arabic, English, and French touchpoints, sustaining high satisfaction in a high-volume, culturally diverse environment. Recruited and coordinated 15+ expert speakers per quarter, streamlined scheduling to reduce last-minute substitutions, and improved escalation outcomes by cutting average resolution time t

& Customer Success Service Delivery Escalation Management Stakeholder Management Salesforce Scheduling coordination Customer Retention

Current

Service Delivery Coordinator

Current

Museum Of The Future

Jan 2022 - Present (4 years 5 months)

Deliver multilingual customer support and expert insights to enhance visitor engagement. Recruit, coordinate, and support program experts, resolving complex service issues by liaising across departments.

client support Multilingual Communication Expert Recruitment Stakeholder Engagement CRM Administration

Customer Service Representative

Roads & Transport Authority (RTA)

Jun 2021 - Jan 2022 (7 months)

Delivered bilingual Arabic/English front-line support across in-person and digital channels in a high-volume government service environment. Acted as the liaison between customers and internal teams to accurately route cases, diagnose service failures, and reduce repeat contacts through improved resolution quality.

Customer Service Multilingual Support Service Operations

Operations Coordinator

Nakheel Properties

Mar 2018 - Jun 2021 (3 years 3 months)

Act as a client partner, handling escalations and aligning client expectations with project outcomes. Use CRM data to improve engagement, coordinate stakeholder meetings, and support sales and community initiatives.

CRM Systems Relationship Management Sales Support

Client Care & Operations Coordinator

Nakheel Properties

Mar 2018 - Jun 2021 (3 years 3 months)

Managed client portfolios across post-purchase property journeys, handling escalations and aligning expectations with project timelines to protect satisfaction during complex delivery phases. Used Salesforce and Oracle CRM to track interactions, identify communication gaps, and support retention through proactive outreach to at-risk accounts.

Customer Retention Client Relationship Management Escalation Handling Salesforce Salesforce CRM Complaint Resolution

Senior Technical Support Specialist

Apple MEA

Mar 2017 - Mar 2018 (1 year)

Provided enterprise-level technical support to B2B clients, resolving complex product and integration challenges while maintaining customer experience standards under operational pressure. Translated technical findings into clear, actionable updates for non-technical stakeholders to reinforce trust and reduce repeat escalations on open cases.

Enterprise Technical Support B2B Support Integration Root Cause Analysis Customer Experience Management Case Management Escalations

CRM Support Analyst

Apple MEA

Mar 2017 - Mar 2018 (1 year)

Support enterprise clients and business teams with technical and operational issue resolution. Provide CRM-driven sales and service operations support to ensure a seamless client experience under pressure.

Technical Support CRM Administration Enterprise Operations Troubleshooting client support Sales Operations Support Problem Solving