Summary
Overview
Work History
Education
Skills
Timeline
BusinessDevelopmentManager
Syed Ahmed Mehmood

Syed Ahmed Mehmood

Head Of Customer Success & Experience.
Islamabad

Summary

Customer-Focused leader with 18+ years of experience driving customer success, retention, and revenue growth. Proven track record in developing strategic client journey maps, implementing retention initiatives, and designing customer experiences that delight at every point. Adept at leading cross-functional teams and leveraging data-driven insights (including AI-led analytics and CRM tools) to boost key metrics such as Net Promoter Score and renewal rates. Passionate about building loyal customer communities and continuously improving the end-to-end customer experience.

Overview

21
21
years of professional experience
4
4
years of post-secondary education

Work History

Director Sales & Marketing

POSTMAN (Express & Logistics)
11.2011 - Current
  • Company Overview: Business Sector: Transportation and storage. Website: http://www.postman.com.pk/
  • Lead customer-centric sales strategies and post-sale client success initiatives for a national logistics provider, overseeing a team of 15+ across sales and customer support.
  • Developed a high-performance, service-oriented culture through training and mentoring, resulting in a 15-point increase in customer satisfaction (NPS) over two years.
  • Implemented data-driven customer retention programs and proactive account management, reducing churn by 30% and achieving 90%+ retention of key clients.
  • Leveraged CRM analytics and AI-driven insights to identify upsell opportunities and at-risk accounts, driving a 20% increase in cross-sell revenue.
  • Spearheaded "surprise-and-delight" initiatives (e.g., personalized appreciation events and service upgrades) to enhance customer loyalty and referral rates.
  • Achieved 109% year-over-year revenue growth vs. 2019 despite market challenges (COVID-19), by deepening existing client relationships and capturing new business from competitors.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Boosted operational efficiency by optimizing supply chain processes.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

National Customer Sales Manager (Eastern Province)

DHL Express
10.2009 - 10.2011
  • Company Overview: Business Sector: Transportation and storage. Website: http://www.dhl.com/
  • Reporting to the National Sales Manager–Saudi Arabia.
  • Managed the end-to-end sales cycle and key account experience for the Eastern Province, leading a team of 10 sales executives. Consistently exceeded sales targets (110%+ YoY) while maintaining a 95% client retention rate.
  • Implement relationship sales tactics, including customer strategies to secure competitor business in major and National account portfolios and incorporate them in to all major targets set for the sales team.
  • Develop brand penetration strategies to secure competitor business in major and key account portfolios.
  • Cooperate with the Finance function to reduce Days Out standing for improving corporate cash flow and bad debt.
  • Maintain segment standards on profit margins and discount guidelines.
  • Develop a high-performance service culture within the functional department.
  • Plan, organize and direct an efficient and effective functional department.
  • Exceeded annual sales goals by implementing effective territory management techniques.
  • Assisted in developing pricing models based on market research data analysis to maximize profitability without sacrificing competitiveness in the market space.
  • Manage the allocation of appropriate resources and commitment of staff to the achievement of DHL Global, Regional, and Country objectives and targets.
  • Comet 5.0. (Sales Performance Tool)
  • Business Sector: Transportation and storage. Website: http://www.dhl.com/
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.
  • Drove sales by developing multi-million dollar contract sales.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.

Area Sales & Retail Sales Manager

DHL Express & Logistics
03.2004 - 10.2009
  • Company Overview: Business Sector: Transportation and storage. Website: http://www.dhl.com/
  • Recruiting and training sales staff.
  • Supervising, motivating and monitoring team performance.
  • Allocating areas to sales executives;
  • Setting budgets/targets; GPI/ SPI, Fuel Surcharge Compliance.
  • Liaising with other line managers.
  • Liaising with customers(which may include actual selling when needed to close deals)
  • Perform regular co-visits/calls with members of the sales team to monitor the development of skills and to identify further areas for training and development.
  • Maintaining detailed knowledge of the company's products and services;
  • Keeping abreast of what competitors are doing.
  • Assist the National Sales Manager in the development of customer strategies to secure competitor business in major and key account portfolios.
  • Business Sector: Transportation and storage. Website: http://www.dhl.com/
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Managed day-to-day staffing and handled scheduling for all store employees.
  • Addressed customer complaints professionally and efficiently, resulting in satisfied customers who continued to patronize the store.
  • Conducted regular staff meetings to discuss goals, progress toward targets, and areas needing improvement or focus for the entire team.
  • Recruited, hired and trained 15 associates to develop into productive team members with excellent product knowledge.

Education

MSC - computer sciences

PIMSAT University
08.1998 - 08.2000

B.Com - Business&Commerce

PUNJAB University
08.1996 - 08.1998

Best in Class Sales Management -

DHL Express
08.2008 - 08.2008

Skills

Timeline

Director Sales & Marketing

POSTMAN (Express & Logistics)
11.2011 - Current

National Customer Sales Manager (Eastern Province)

DHL Express
10.2009 - 10.2011

Best in Class Sales Management -

DHL Express
08.2008 - 08.2008

Area Sales & Retail Sales Manager

DHL Express & Logistics
03.2004 - 10.2009

MSC - computer sciences

PIMSAT University
08.1998 - 08.2000

B.Com - Business&Commerce

PUNJAB University
08.1996 - 08.1998

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Syed Ahmed MehmoodHead Of Customer Success & Experience.