FUNCTIONAL EXPERIENCE

• Sales and Service Transformation
• CRM Strategy and Advisory
• Digital Transformation
• Programme Delivery
• CRM Implementation
• Customer Experience
• E-commerce

PROFILE SUMMARY

Dina is a Partner in Deloitte Middle East leading Sales and Service Transformation in the Customer & Marketing portfolio.

Dina has 20+ years of professional experience having delivered complex transformational project around the globe and across all sectors.

Dina has worked with C-Suite members and advised on strategy and technology investments.

EXAMPLES OF WORK

Large Utilities Client - Led Digital Transformation responsible for the overall CRM implementation and cut-over helping the organization to generate greater efficiencies across their business units and significantly improve customer experience.

Large Utilities Client - Transmission System Operator – Led the digital transformation of the client which aimed to replace several legacy systems for gas management by an integrated solution which allowed innovation acceleration.

Oil and Gas major - Conducted a full strategic review of IT activities on behalf of client CIO, leading to a multi-million investment recommendation highlighting financial impact across Retail IT for country and made recommendations on investment worthiness.

Advised the CIO of an agency of the UK Department of Health and Social care and his team on technology and architecture including cloud, security, COTS products.

Leading Healthcare Provider - Programme Lead. Advised CIO on process strategy to drive growth in sales across departments, cross-selling and efficiency. Led the delivery of entire CRM project to implement industry-leading digital and online capabilities.

Leading Global Banking Group. Led entire development of “To-Be” CRM operating model for Business and Corporate Banking divisions. Set standard for global CRM vision: model defined in UK to be used across the group. Led and delivered landscape for Corporate Bank Complaints, a project aimed at increasing customer satisfaction by 12%. Led commercial and financial reporting analysis definition, managed analysis of receiving customer portfolio as part of an on-going divestment programme.