Operator experience
Customer operations, executive reviews and board-level programme approvals, grounded in day-to-day delivery.
THE FOUNDER / CVM
Maher Mustafa.
Experience into action.
I help businesses improve customer experience and commercial performance through better journeys, connected data and practical AI. My approach is grounded in 20+ years of customer operations leadership, with deep automotive and industrial experience across the GCC.
Maher MustafaCVM
✓20+ years of customer operations✓Five major GCC groups✓UAE · Saudi Arabia · Qatar
RECOGNITION / 2026
Best CX Leader of the Year.
DCX Digital CX & AI Vision Awards · Dubai Chapter
Awarded to Maher Mustafa, Gargash Group.
HOW I WORK
Experience inside the operation.
Embedded with your team, from the first diagnostic to the scorecard and governance that sustain progress.
Hands-on delivery
Models, customer journeys and deployed AI, with platform experience across Salesforce, Dynamics 365, Genesys and Power BI.
Independent advice
Recommendations shaped by your priorities, without reseller commissions or platform allegiance.
THE EXPERIENCE
Two decades.
Five major groups.
A career connecting customer strategy, technology and operations. Open a role for the detail behind it.
- 2024 — Present
Head of CVM Operations & AI Architect
Gargash Group · Dubai, UAE · Mercedes-Benz, Alfa Romeo, GAC
Role & delivery
Executive owner of the Group’s Customer Value Management function, leading four units — contact centre, customer care, customer experience, and CRM & data analytics — with end-to-end accountability for CLV, value-based segmentation, churn and retention, and the analytics and AI that drive them.
Explore the case study ↗ - 2023 — 2024
Head of CX / CRM
Jaidah Group · Doha, Qatar · Hyundai, Chevrolet, Geely
Role & delivery
Led group-wide CX, CRM, and customer-value operations, partnering with the executive office on CX blueprints and directing solution strategy across MS Dynamics, Genesys, and Salesforce.
Explore the case study ↗ - 2019 — 2023
National CX / CRM Manager
Mohammad Yousuf Naghi Group · Jeddah, KSA · BMW, Rolls-Royce, Jaguar, Land Rover, Ford, Hyundai, Nissan, Chery
Role & delivery
Owned national CX and customer-value strategy across eight automotive brands, driving transformation through journey mapping, a centralised CRM, and executive reviews.
Explore the case study ↗ - 2017 — 2019
CRM & Marketing Director
Bakheet Group · Jeddah, KSA · Heavy equipment (Wirtgen, Hamm, Terex, Schwing)
Role & delivery
Directed the CRM, loyalty, and customer-value agenda across divisions, led a 50+ person customer-service team, and delivered the full platform build — Genesys, Dynamics 365, RESCO Mobile CRM, and Power BI.
Explore the case study ↗ - 2003 — 2016
CRM Division Manager
Juma Al Majid Group · Dubai, UAE · Hyundai, Kia
Role & delivery
Founded and built the Group’s CRM Division from the ground up on a single-view-of-the-customer model — a board-approved AED 3.5M programme spanning CRM, contact centre, and loyalty across all brands.
Explore the case study ↗
CAREER HIGHLIGHTS
Measured in outcomes.
Selected results from programmes led in executive roles, as reported in the existing profile.
Modelled lifetime value
Modelled customer lifetime value, via value-based segmentation and tier-specific retention programmes.
Churn & retention
Voluntary churn in priority tiers — with service retention lifted from 61% to 74%.
Contact-centre service
Contact-centre service level, running 24/7 sales & service on Agentic AI.
Revenue growth
Company-wide revenue growth through growth-focused, data-driven campaigns.
Test-drive confirmations
Test-drive confirmations, cutting the sales funnel from nine steps to three.
Hyundai recognition
Globally in Hyundai Motor Company’s distributor call-centre mystery shopping.
CORE COMPETENCIES
Value. Delivery. Leadership.
Customer value
- Customer Value Management
- Customer Lifetime Value (CLV)
- Value-Based Segmentation
- Churn & Retention
- Propensity Modelling
- Next-Best-Action
Transformation
- Digital & AI Transformation
- Agentic & Conversational AI
- CRM Operations & Data Governance
Executive leadership
- Corporate & CX Strategy
- Board & C-Suite Engagement
- Governance & KPIs
QUALIFICATIONS
Education
- PhD, Business Administration — Conversational AI (in progress)Girne American University
- MBA, Management & MarketingEuropean University of Lefke
- BSc, Computer Engineering (MIS)European University of Lefke
QUALIFICATIONS
Certifications & recognition
- Best CX Leader of the Year 2026DCX
- Certified eCRM Business Case Analyst
- Certified Master of Business Analysis
- Certified Contact Centre Manager
- Certified Call Centre Professional
- Certified Logistics & Supply Chain Professional
EnglishArabicTurkishSpanish
WORKING TOGETHER
Start with clarity.
Build toward lasting ownership.
- 01
Assess ↗
A four-to-six-week diagnostic and prioritised roadmap. Fixed fee, under NDA.
- 02
Build ↗
Scoped delivery of the capabilities your assessment identifies.
- 03
Optimise ↗
Measure progress and embed team capability and repeatable reviews.
- 04
Fractional CCO ↗
Part-time executive ownership through an agreed advisory retainer.
EXPERIENCE THAT TRANSFERS
Automotive roots. A wider customer agenda.
My strongest delivery experience comes from automotive and industrial groups. The same approach can be adapted to other service businesses, after validating their customer journeys, systems and requirements.
Automotive
Enquiries, test drives, service bookings and retention.
Home services
Job enquiries, visit scheduling and service follow-up.
Property
Enquiry qualification, viewing appointments and follow-up.
Clinics
Administrative enquiries, appointment booking and feedback, with care decisions handled by clinicians.
Education
Course enquiries, admissions appointments and learner support.
Hospitality
Guest enquiries, service requests and stay feedback.
These are applications to explore, not a claim of completed engagements in every industry.
Explore practical use cases →FREE · 30 MINUTES · WITH MAHER MUSTAFA
Your CX & AI transformation.
A clear roadmap to move forward.
Book your free 30-minute consultation. We will map your CX priorities, practical AI opportunities and next steps using the business context you share.
Free · No obligation. Your initial roadmap is based on our conversation. Detailed costing, integration validation and evidence-based ROI are part of the separate assessment.