Open to opportunities

Zaher Raidan

@zaherraidan

Executive customer experience and brand transformation leader with 28+ years driving loyalty, journeys, and measurable growth.

Lebanon

Message

What I'm looking for

I’m looking to lead brand and customer-experience transformation—turning VoC insights into CX roadmaps, measurable service excellence, and digital growth—within an innovative culture that values cross-functional execution and continuous improvement.

I’m a dynamic General Manager focused on brand and customer experience transformation, leveraging 28+ years of experience to improve customer journeys and strengthen loyalty. I lead cross-functional teams and operationalize customer-first strategies that translate directly into measurable market impact.

As Head of Customer Experience and Service Standards, I built and executed customer experience roadmaps across all touchpoints, strengthened service quality, and cultivated a client-centric culture. I also founded a comprehensive digital Voice of Customer (VoC) program using NPS/CSAT/CES/FCR methodologies, with insights visualized in dashboards shared across relevant departments via PowerBI.

I further drive digital transformation across channels (mobile/online banking, ATMs, and Phone Banking), applying UX and UI standards to improve electronic interactions and increase transaction volume and sales. From strategy to P&L, KPIs, root-cause analysis, and team leadership, I focus on turning insights into execution and sustainable growth.

Experience

Work history, roles, and key accomplishments

Current

General Manager

Current

Ibrandraw Advertising Agency

Aug 2023 - Present (2 years 11 months)

Oversaw financial operations including budgeting, revenue growth, and profitability, while guiding strategy for the full portfolio of services. Drove branding initiatives, social media campaigns, event activations, and technology implementation projects to improve efficiency and market impact.

Budgeting Revenue Growth Financial Operations Brand Initiatives And Social Media Campaigns Brand Activation Portfolio Management P&L management

Head of Customer Experience

Arab National Bank

Jan 2019 - Jun 2022 (3 years 5 months)

Developed and implemented a customer experience strategy using systematic collection and application of customer insights. Founded and managed a digital Voice of Customer (VoC) program/system and led service standards, KPIs, and digital transformation across customer channels.

Customer Experience Strategy Customer Insights Customer Journey Mapping NPS CSAT CES FCR KPIs Service standards Digital Transformation Mobile Banking ATMS

Voice of Customer Manager

Arab National Bank

Nov 2013 - Jan 2019 (5 years 2 months)

Led ongoing customer satisfaction research using surveys, focus groups, mystery shopper assessments, and health checks, presenting actionable insights to relevant departments. Conducted root cause analyses for service gaps and organized workshops, roadshows, and training to support a service-excellence culture.

Customer Research Survey Focus Groups Mystery Shopper Assessments Root Cause Analysis Actionable Recommendations Workshops Roadshows Training Service Excellence

Senior Marketing Officer

Arab National Bank

Nov 2007 - Sep 2013 (5 years 10 months)

Created and implemented marketing strategies aligned with bank and division objectives to enhance brand visibility and market reach. Managed the yearly marketing calendar and budgets, orchestrated campaigns and promotions, and evaluated advertising ROI to improve future marketing efforts.

Marketing Strategy Marketing Calendar Campaigns Promotion Roadshows Product Launches ROI ROI Analysis

Marketing Manager

Adeyes Production Company

Jun 2006 - Jun 2007 (1 year)

Led a marketing and sales team, monitoring performance and facilitating strategies to exceed sales targets. Identified target markets and planned engagement methods to drive results.

Sales and Marketing Performance Monitoring Sales Target Achievement Go To Market Planning

Account Manager

Albert Promoseven

Jul 1999 - Apr 2006 (6 years 9 months)

Managed daily customer interactions and formulated annual advertising plans tailored to customer needs. Developed corporate and brand identities and coordinated internal requirements across branches to ensure smooth operations.

Customer Relationship Management Brand Identity Cost Effective Planning Opportunity Assessment

Sales Manager

Shopper Advertising Newspaper

Jan 1998 - Jun 1999 (1 year 5 months)

Launched the Shopper Newspaper (print and online) and established the brand in a competitive market. Built and trained a high-performing sales team and promoted the publication using innovative sales strategies to generate leads.

Sales Team Leadership team training Lead Generation Sales Strategy Development Print And Online Publishing Promotion

Sales Consultant

Lifestar Inv. & Insurance

Jan 1997 - Jun 1998 (1 year 5 months)

Recruited prospects to penetrate the Egyptian market on behalf of Lifestar. Supported the managing director in establishing offices in Cairo and Alexandria and performed targeted lead generation through database building, sales calls, and closing.

Prospecting Lead Generation Sales Calls Closing Client Database Building Office Establishment Support

Sales Consultant

Libano-Suisse Insurance Company

Jul 1993 - Jan 1997 (3 years 6 months)

Achieved sales through telemarketing initiatives while supervising unit performance to ensure optimal results. Managed sales execution and team performance for improved outcomes.

Telemarketing Sales Execution Unit Performance Supervision Performance Management