Zelmimi Zakaria
@zelmimizakaria
Senior Customer Success leader driving retention, process governance, and adoption in aviation.
QatarWhat I'm looking for
I’m a results-driven Customer Success and Service leader with 5+ years of experience across aviation freight/chartering and banking in Qatar and Morocco. I’ve led and developed teams of 10 to 25 staff, consistently focusing on customer satisfaction, retention, and measurable service outcomes.
Currently, I lead customer success strategy at Qatar Airways, acting as a senior business authority for customer success and systems investment decisions. I establish intake processes, business case frameworks, and acceptance criteria, then coordinate requirements across International Sales and Doha Sales and enablement teams to prioritize initiatives that strengthen customer outcomes and adoption.
Before Qatar Airways, I managed process and program development at DHL, where I designed and standardized customer service processes for global freight accounts. I developed customer service programs and operating procedures for international freight services, and built performance tracking frameworks for contract terms, rate compliance, and service-level metrics.
Earlier in my career, I served as a Sr. Charterer at Qatar Energy, negotiating and executing bulk shipping freight contracts and coordinating chartering activity end-to-end. I also worked as a Senior Customer Service Advisor for banking at BMCE Bank—supporting retail and corporate customers, training new staff, and handling complaint resolution and complex escalations.
Experience
Work history, roles, and key accomplishments
Senior Manager - Customer Success
Qatar Airways
Dec 2023 - Present (2 years 6 months)
Established customer success intake processes, business case frameworks, and acceptance criteria to deliver measurable improvements in customer satisfaction and retention. Coordinated cross-functional requirements intake and timelines while driving employee engagement through structured one-on-ones and adoption milestone recognition.
Designed and standardized customer service processes across global air and ocean freight accounts to improve service consistency across key trade lanes. Developed customer service programs and operating procedures and built performance tracking frameworks covering contract terms, rate compliance, and service-level metrics.
Sr. Charterer
Qatar Energy
Dec 2019 - May 2022 (2 years 5 months)
Negotiated and executed bulk shipping freight chartering contracts to support cargo operations within the Marketing Directorate. Managed freight requirements by coordinating shipowners, shipbrokers, vessel nominations, loading schedules, and cargo documentation to ensure timely, compliant shipment execution.
Senior Customer Service Advisor
BMCE Bank
Aug 2019 - Nov 2019 (3 months)
Provided customer service support for retail and corporate account procedures and digital banking products, while training new staff on processes and standards. Advised on banking products and transactions, handled complaint resolution and complex escalations, and supported compliance with banking authority requirements.
Education
Degrees, certifications, and relevant coursework
AUPS University
Bachelor of Business Management, Business Management
Earned a Bachelor of Business Management from AUPS University in November 2020.
SIJILMASSA School
Associate Degree in Business Management, Business Management
2019 -
Earned an Associate Degree in Business Management starting in August 2019 at SIJILMASSA School.
Tech stack
Software and tools used professionally
Availability
Location
QatarAuthorized to work in
Job categories
Skills
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