Sarah Jaziri
Head Of Commercial
Tunis
Summary
Results-driven leader with a strong engineering background and extensive experience in operations, strategy, and commercial management. Proven track record of driving growth and optimizing performance in high-impact roles at renowned companies such as Glovo, Jumia, and Booking. Adept at leading cross-functional teams, fostering strategic partnerships, and delivering data-driven solutions to achieve business objectives. Fluent in French, English, and Arabic, with a passion for innovation and excellence in dynamic markets. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
4
4
Languages
Work History
Head of Commercial
Glovo
04.2023 - Current
- Led the commercial strategy and execution, ensuring growth across all verticals and markets.
- Developed and implemented key business initiatives to expand market share and strengthen customer acquisition.
- Fostered strategic partnerships with top-tier vendors, enhancing product offerings and revenue streams.
- Analyzed market trends and consumer data to identify and act on growth opportunities.
- Managed and mentored a high-performing sales and account management team, driving results through KPIs and data-driven decisions.
- Played a pivotal role in optimizing promotional campaigns to boost profitability and customer retention.
- Partnered with cross-functional teams to align operational and marketing strategies with commercial objectives.
Partner Operations Manager
Glovo
07.2022 - 03.2023
- Owner of the Partner Operations metrics, seeking continuous improvement in the operations of our partners (improve preparation times, reduce cancellations and decrease bad ratings) to make sure we always deliver the best service to our customers
- Cooperate with customer service operations department to give Partners the best support and increase our Partners satisfaction
- Ensure quality of onboarding for our new Partners, by providing them all the necessary tools and information to start working
- Create the strategy and define the execution for long tail partners to grow through promos negotiations, marketing activations and menu performance (selling items, AOV, Conversion Rate, cross selling and upselling)
- Identify new assets to sell to the long tail partners and implement the whole process
- Understand, build action plans and follow up on churned and inactive partners
- Responsible for the whole life cycle of our long tail Partners, defining scalable processes to onboard them, make them grow and ensure their operational excellence
- Review and propose partner communications, ensuring partner engagement and long-term relationships
- Raise product requests to improve partners UX and scalability
- Identify tech features improvements and give proactive feedback to HQ
- Work with global and regional teams to coordinate and execute projects in my country
- Lead the team of several Partner Operations specialists with KPI driven approach
Business Manager
ASSIST DIGITAL
02.2021 - 07.2022
- Leading Booking.com Operations in customer service across several markets (English, French, Arabic)
- Develop objectives for the call center's day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Plan and implement the overall strategy
- Build relationships with staff and clients
- Create a welcoming and motivating environment for employees
- Combine a day by day and tactic management with a strategic and long term view
- Prepare reports on all statistics, rates and performance levels
- Meets financial targets by estimating performance requirements and preparing annual budgets
- Ensure all relevant communications and data are updated and recorded
Customer Service Manager
DinarPay
03.2020 - 02.2021
- Oversee daily activities of the team members
- Track KPIs, analyze, implement and continually improve best practice processes and come with suggestions on improvements
- Build & develop the team towards constant improvements on quality and productivity KPIs
- Support the integration of new systems & processes within teams
- Conduct regular, standardized quality checks and provide constructive feedback
- Develop, analyze and improve new strategies and procedures
Customer Service Team Leader
Jumia Group
07.2017 - 01.2020
- Ensure achievement of Call Center KPIs
- Ensure the team is organized effectively to maximize productivity
- Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Daily report to the CS Manager on team performance against KPIs
- Submit weekly and monthly agent performance report
- Assist agents by providing floor support on customer queries
- Highlight concerns that impact team performance
- Resolve escalated customer issues
- Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure productivity of the agents along their KPIs
- Communicate all process; client changes and notifications to agents in a timely manner
- Carry out any other duties as requested by Manager from time to time
Education
Chemical engineer -
Université libre de Tunis
01.2014 - 01.2017
Undergraduate degree - Biology&geology
Institut préparatoire aux études d'ingénieurs d'El Manar
01.2012 - 01.2014
Bachelor degree - science
Pioneer High school
01.2007 - 01.2011
Skills
Relationship management
Leadership
Planning and prioritization
Project management
Analytical and strategic thinking
Hiring
Negotiations
Timeline
Head of Commercial
Glovo
04.2023 - Current
Partner Operations Manager
Glovo
07.2022 - 03.2023
Business Manager
ASSIST DIGITAL
02.2021 - 07.2022
Customer Service Manager
DinarPay
03.2020 - 02.2021
Customer Service Team Leader
Jumia Group
07.2017 - 01.2020
Chemical engineer -
Université libre de Tunis
01.2014 - 01.2017
Undergraduate degree - Biology&geology
Institut préparatoire aux études d'ingénieurs d'El Manar
01.2012 - 01.2014
Bachelor degree - science
Pioneer High school
01.2007 - 01.2011
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