Manja El Masri
Head of Customer Success - MEA at Sojern- Claim this Profile
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English Full professional proficiency
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French Full professional proficiency
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German Native or bilingual proficiency
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Bio
Melissa Lin
Manja is a highly-driven and motivational manager whom I respect a great deal. She is sharp, focused and one who has the ability to understand the strengths and weaknesses in her team to complement one another. She is a mentor who is not only able to coach me on my soft skills, but also a continuous supporter of my career growth & development. I’m truly grateful to have her as my manager for 1.5 years.
Gail Tan
Manja was an inspirational manager to work with; always efficient, quick and possessing great attention to detail. She always managed to foster a friendly sense of competition within the team while keeping our eyes on the goal. It was my pleasure to have had the chance to work with her for close to 2 years!
Melissa Lin
Manja is a highly-driven and motivational manager whom I respect a great deal. She is sharp, focused and one who has the ability to understand the strengths and weaknesses in her team to complement one another. She is a mentor who is not only able to coach me on my soft skills, but also a continuous supporter of my career growth & development. I’m truly grateful to have her as my manager for 1.5 years.
Gail Tan
Manja was an inspirational manager to work with; always efficient, quick and possessing great attention to detail. She always managed to foster a friendly sense of competition within the team while keeping our eyes on the goal. It was my pleasure to have had the chance to work with her for close to 2 years!
Melissa Lin
Manja is a highly-driven and motivational manager whom I respect a great deal. She is sharp, focused and one who has the ability to understand the strengths and weaknesses in her team to complement one another. She is a mentor who is not only able to coach me on my soft skills, but also a continuous supporter of my career growth & development. I’m truly grateful to have her as my manager for 1.5 years.
Gail Tan
Manja was an inspirational manager to work with; always efficient, quick and possessing great attention to detail. She always managed to foster a friendly sense of competition within the team while keeping our eyes on the goal. It was my pleasure to have had the chance to work with her for close to 2 years!
Melissa Lin
Manja is a highly-driven and motivational manager whom I respect a great deal. She is sharp, focused and one who has the ability to understand the strengths and weaknesses in her team to complement one another. She is a mentor who is not only able to coach me on my soft skills, but also a continuous supporter of my career growth & development. I’m truly grateful to have her as my manager for 1.5 years.
Gail Tan
Manja was an inspirational manager to work with; always efficient, quick and possessing great attention to detail. She always managed to foster a friendly sense of competition within the team while keeping our eyes on the goal. It was my pleasure to have had the chance to work with her for close to 2 years!
Credentials
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Programmatic Advertising Foundations
LinkedInSep, 2022- Nov, 2024 -
Nutrition Science
Stanford UniversityJan, 2020- Nov, 2024 -
Squared Online Digital Marketing Certification
GoogleJan, 2020- Nov, 2024
Experience
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Sojern
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United States
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Hospitality
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400 - 500 Employee
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Head of Customer Success - MEA
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Aug 2022 - Present
Management of the MEA Enterprise and SMB Customer Success teams. Working with clients across the travel verticals including Hotels, Tourism, Airlines and Attractions, while developing and maintaining partner and agency relationships with key clients. Responsible for managing the team, working closely with the Sales teams and reporting into the regional MD. Working on customer journey post purchase, product education, campaign setup, campaign analysis, creative consultation, and billing… Show more Management of the MEA Enterprise and SMB Customer Success teams. Working with clients across the travel verticals including Hotels, Tourism, Airlines and Attractions, while developing and maintaining partner and agency relationships with key clients. Responsible for managing the team, working closely with the Sales teams and reporting into the regional MD. Working on customer journey post purchase, product education, campaign setup, campaign analysis, creative consultation, and billing activities. Show less Management of the MEA Enterprise and SMB Customer Success teams. Working with clients across the travel verticals including Hotels, Tourism, Airlines and Attractions, while developing and maintaining partner and agency relationships with key clients. Responsible for managing the team, working closely with the Sales teams and reporting into the regional MD. Working on customer journey post purchase, product education, campaign setup, campaign analysis, creative consultation, and billing… Show more Management of the MEA Enterprise and SMB Customer Success teams. Working with clients across the travel verticals including Hotels, Tourism, Airlines and Attractions, while developing and maintaining partner and agency relationships with key clients. Responsible for managing the team, working closely with the Sales teams and reporting into the regional MD. Working on customer journey post purchase, product education, campaign setup, campaign analysis, creative consultation, and billing activities. Show less
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almostplantbased
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United Arab Emirates
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Wellness and Fitness Services
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Creator of www.almostplantbased.com
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2021 - Present
Built a digital marketing strategy for almostplantbased. Created and implemented strategies to achieve the business plan. Conceptualised, designed and built 3 self-paced online courses with a duration of 2.5 to 3.5 hours of video content each, downloadable presentations, recipe books and process tracking sheets. Created new website from scratch, maintaining it, sourced content from qualified & professional writers in their respective fields and built SEO strategy. Set up social media… Show more Built a digital marketing strategy for almostplantbased. Created and implemented strategies to achieve the business plan. Conceptualised, designed and built 3 self-paced online courses with a duration of 2.5 to 3.5 hours of video content each, downloadable presentations, recipe books and process tracking sheets. Created new website from scratch, maintaining it, sourced content from qualified & professional writers in their respective fields and built SEO strategy. Set up social media channels and strategy, built community engagement. Created a network of freelancers to maintain the site. Show less Built a digital marketing strategy for almostplantbased. Created and implemented strategies to achieve the business plan. Conceptualised, designed and built 3 self-paced online courses with a duration of 2.5 to 3.5 hours of video content each, downloadable presentations, recipe books and process tracking sheets. Created new website from scratch, maintaining it, sourced content from qualified & professional writers in their respective fields and built SEO strategy. Set up social media… Show more Built a digital marketing strategy for almostplantbased. Created and implemented strategies to achieve the business plan. Conceptualised, designed and built 3 self-paced online courses with a duration of 2.5 to 3.5 hours of video content each, downloadable presentations, recipe books and process tracking sheets. Created new website from scratch, maintaining it, sourced content from qualified & professional writers in their respective fields and built SEO strategy. Set up social media channels and strategy, built community engagement. Created a network of freelancers to maintain the site. Show less
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Expedia Group
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United States
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Software Development
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700 & Above Employee
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Regional Success Manager, Loyalty Program
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2018 - 2020
Managed 1 direct report in this super region role, spearheading the customer success loyalty program for Asia Pacific with more than 1500 partners by supervising internal stakeholders, developing marketing strategies, and collaborating with cross-functional teams to achieve corporate objectives. Established a business cadence and created and executed operational rigor around initiatives and pipeline management. Devised and optimized retention strategies to retain, grow & strengthen partner… Show more Managed 1 direct report in this super region role, spearheading the customer success loyalty program for Asia Pacific with more than 1500 partners by supervising internal stakeholders, developing marketing strategies, and collaborating with cross-functional teams to achieve corporate objectives. Established a business cadence and created and executed operational rigor around initiatives and pipeline management. Devised and optimized retention strategies to retain, grow & strengthen partner base. Collaborated with cross functional business partners to facilitate development and delivery of loyalty strategies and marketing activities.
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Area Manager/ Customer Success Team Manager, Singapore
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Feb 2015 - Sep 2018
Managed a team of 8 junior to senior market manager/customer success manager covering 500 top revenue generating partners to meet & exceed KPI & strategic objectives in a highly analytical manner with minimal guidance. Responsible for driving top line revenue growth and overall Expedia product adoption for clients with a book of business. Created innovative paid advertisement opportunities for partners to drive incremental demand & increase conversion. Facilitated large partner group… Show more Managed a team of 8 junior to senior market manager/customer success manager covering 500 top revenue generating partners to meet & exceed KPI & strategic objectives in a highly analytical manner with minimal guidance. Responsible for driving top line revenue growth and overall Expedia product adoption for clients with a book of business. Created innovative paid advertisement opportunities for partners to drive incremental demand & increase conversion. Facilitated large partner group presentations, industry events and internal coaching activities. Built overall strategy, established playbook for key partner, led creation of reporting & tracking.
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Senior Market Manager/ Senior Customer Success Manager, Singapore
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Nov 2014 - Jan 2015
Managed a team of 2 as Senior Customer Success Manager for 70 high-revenue partners including global chain and large independant accounts. Developed market strategies that appeal to different customer segments based on market level customer base and potential. Developed and drove sound recommendations based on insights from data analysis to optimize partner success in the Expedia market place and their lodging market overall. Established and sustained strong partner relationships by… Show more Managed a team of 2 as Senior Customer Success Manager for 70 high-revenue partners including global chain and large independant accounts. Developed market strategies that appeal to different customer segments based on market level customer base and potential. Developed and drove sound recommendations based on insights from data analysis to optimize partner success in the Expedia market place and their lodging market overall. Established and sustained strong partner relationships by delivering consulting services as well as elevated company profile with key local influencers. Established reputation as a thorough professional and promoted to Area Manager within time span of 3 months.
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Regional Training Manager, APAC
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May 2013 - Oct 2014
Coached and improved team productivity and effectiveness by enhancing team member skills and capabilities to ensure customer satisfaction and retention. Trained more than 300+ employees face to face. Collaborated with cross-functional departments to build, enhance and update course content based on feedback and expertise. Monitored completion and retention of content deployed to identify effectiveness and continuous improvement opportunities. Maintained close relationship with internal key… Show more Coached and improved team productivity and effectiveness by enhancing team member skills and capabilities to ensure customer satisfaction and retention. Trained more than 300+ employees face to face. Collaborated with cross-functional departments to build, enhance and update course content based on feedback and expertise. Monitored completion and retention of content deployed to identify effectiveness and continuous improvement opportunities. Maintained close relationship with internal key stakeholders & interacted on continuous basis with different departments within organization.
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Account Management
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Apr 2008 - Apr 2013
Managed key partner spanning from small B&B’s to regional chains. Devised online strategies for key partner by acquiring thorough understanding of key customer needs and requirements. Prepared regular progress reports and provided forecasts to internal and external stakeholders using key account metrics. Strengthened solid and trusting relationship between major key partner and company utilizing sales acumen and negotiation skills. Negotiated contracts with partner, vendors as well as planned… Show more Managed key partner spanning from small B&B’s to regional chains. Devised online strategies for key partner by acquiring thorough understanding of key customer needs and requirements. Prepared regular progress reports and provided forecasts to internal and external stakeholders using key account metrics. Strengthened solid and trusting relationship between major key partner and company utilizing sales acumen and negotiation skills. Negotiated contracts with partner, vendors as well as planned and presented reports on account progress and goals.
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MICE Manager, Dubai
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May 2006 - Feb 2008
Contracting of suppliers in Dubai, creation of incentive itineraries, account management and business development, operation management for the execution of the events, management of 1 associate mice assistant; creation of internal processes, representation of the company at partner events as well as partner visits Contracting of suppliers in Dubai, creation of incentive itineraries, account management and business development, operation management for the execution of the events, management of 1 associate mice assistant; creation of internal processes, representation of the company at partner events as well as partner visits
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Emirates
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United Arab Emirates
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Airlines and Aviation
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700 & Above Employee
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Shift Leader
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Dec 2005 - Apr 2006
Scheduling and organising work flows at Arabian Adventures; Shift leader of a team of 5 representatives; welcoming and meet & greet of guests and VIP’s at Dubai International Airport Scheduling and organising work flows at Arabian Adventures; Shift leader of a team of 5 representatives; welcoming and meet & greet of guests and VIP’s at Dubai International Airport
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Education
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2020 - 2020
Stanford University School of Medicine
Course: Nutrition Science, Nutrition Science -
2019 - 2020
Squared Online
Digital Marketing Course, Digital Marketing -
2018 - 2019
The Interior Design Institute
Interior Designer, Interior Design -
2002 - 2005
University of Cooperative Education Breitenbrunn, Germany
Bachelor of Tourism Economics, Tour Operator and Travel Management -
1995 - 2002
Werner-Heisenberg Grammar School
A-Levels, German Language and Literature; English
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