IHImrane El Hajoui
@imraneelhajoui
Global Service Delivery & Customer Success leader scaling operations.
MoroccoWhat I'm looking for
I am a high-capacity Global Service Delivery Manager and Customer Success Manager with experience overseeing complex, multi-site operations across Canada, the US, the UK, Ireland, Morocco, and South Africa.
I have led and scaled remote, cross-functional teams while maintaining 95%+ CSAT scores and acting as a primary liaison for C-suite stakeholders to align service delivery with business growth objectives.
I specialize in service standardization and performance engineering — authoring SOPs, reducing onboarding time by 40%, and optimizing workflows using tools like Zendesk, Intercom, Jira, and ClickUp.
I leverage Generative AI (Gemini/Claude) for high-volume content production, prompt engineering, and automated workflows, producing consistent LinkedIn content and AI-optimized articles while also contributing technical skills in MongoDB, Python, WordPress, and basic front-end development.
Experience
Work history, roles, and key accomplishments
Service Delivery Manager
Launchese
May 2024 - Present (1 year 9 months)
Lead a team of 4 across 11 UK sites and a 2-person fit-out team for Irish construction operations, authored SOPs across 13+ projects and reduced onboarding time by 40% while providing C-suite delivery alignment.
Customer Success Manager
Support Your App
Jun 2021 - Present (4 years 8 months)
Manage North American client portfolio, maintain 95%+ CSAT through optimized Zendesk/Intercom workflows, run business reviews to ensure alignment and implement retention strategies to minimize churn.
Social Media Manager
Woche
Sep 2023 - Oct 2023 (1 month)
Produced high-volume AI-augmented content and visual assets, delivering multi-platform LinkedIn posts and AI-optimized WordPress articles to maintain brand consistency and authority.
Education
Degrees, certifications, and relevant coursework
School of Business and Trade - Switzerland
Bachelor of Science, Business Studies
2024 -
Pursuing a Bachelor of Science in Business Studies at the School of Business and Trade in Switzerland from 2024 to 2027.
Ibn Tofail University
Bachelor in Education, Education (Teaching English as a Second Language)
2019 - 2022
Completed a Bachelor in Education with a specialty in Teaching English as a Second Language from 2019 to 2022.
Availability
Location
MoroccoAuthorized to work in
Portfolio
idlabs.appSalary expectations
Social media
Job categories
Skills
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