Jad Elmelhaoui
Global Sports & Mega-Events Leader | International Security & Crisis Operations | Fortune 100 Client Relationship Executive
PHILADELPHIA,PA
Summary
Results-driven global operations and crisis management leader with over 10 years of experience in security and ticket operations for major events. At FIFA, delivers ticket operations for 20+ Member Associations, driving significant revenue while ensuring compliance and operational efficiency. Combines rigorous security expertise from managing USAID programs with a strong background in account management, fostering collaboration across cross-functional teams.
Overview
15
15
years of professional experience
Work History
Customer Relationship Manager – Member Associations
FIFA
07.2024 - Current
- Manage sports ticket operations and hospitality programs for 20+ Participating Member Associations, contributing to 300M+ in ticket sales across 3 tournaments — applying Fortune 100 account-management discipline built over a decade managing global corporate accounts.
- Manage sports ticket operations and hospitality programs for 20+ Participating Member Associations, contributing to 300M+ in ticket sales across 3 major tournaments.
- Engaged and supported stakeholders across FIFA Member Associations, Confederations, and elite clubs representing 6M+ fans, ensured accurate ticket inventory allocation and membership/hospitality product delivery, and maintained financial controls throughout tournament lifecycle.
- Identify and help implement technology-driven process improvements and system enhancements — including automation opportunities — that improve ticketing data accuracy and operational efficiency across the tournament lifecycle.
- Work hands-on across Ticketmaster, FEVO, and Secutix — the leading enterprise ticketing platform for FIFA and UEFA competitions — supporting ticket inventory management, data governance, and system-driven operational standards.
- Identified and implemented technology-driven process improvements and system enhancements, including automation opportunities to enhance ticketing data accuracy and operational efficiency across tournament lifecycle.
- Designed and delivered 14+ training sessions for Member Association stakeholders on ticketing operations, compliance, and tournament readiness protocols, facilitating faster adoption and reducing operational escalations.
- Brought government-contractor security and risk-management rigor from prior USAID program experience to FIFA's ticketing operations planning, reinforcing compliance and readiness standards across workstreams.
Senior Specialist
Chemonics International
03.2023 - 07.2024
- Led regional security risk management across 7 countries (Senegal, Mali, Niger, Burkina Faso, Sudan, Benin, and Togo) supporting 20+ USAID-funded programs through their full lifecycle — initiation, implementation, and closure — partnering with Country Directors and senior leadership to protect personnel, assets, and operations.
- Conducted security risk assessments, geopolitical threat analyses, and operational security reviews across high-risk environments, informing program design and go/no-go decisions for USAID implementing partners.
- Built and delivered security, crisis management, and personal-safety training for local and traveling staff operating in high-risk areas, strengthening field-level preparedness and reducing exposure across the program portfolio.
- Directed incident response and coordinated emergency evacuations during political unrest and armed conflict, meeting duty-of-care obligations for international and local staff across seven countries.
- Led investigations into fraud, theft, security incidents, and policy violations in partnership with Legal, Compliance, HR, and executive leadership, standardizing case-handling and reporting across the region.
- Strengthened regional security governance through standardized reporting and incident management, building relationships with government agencies, diplomatic missions, and local security providers to enhance operational resilience.
Client Success Partner
International SOS
07.2022 - 03.2023
- Owned a portfolio of 10+ Fortune 100 and Fortune 50 accounts concentrated in technology and pharmaceutical sectors, serving as primary relationship manager for global duty-of-care, travel risk, medical assistance, and security assistance programs with annual contract values ranging from $250K to $1.5M.
- Drove contract renewals and account growth across portfolio by building executive relationships and developing performance reporting, resulting in sustained revenue retention and expansion.
- Guided global terrorism, severe weather, and epidemic/pandemic response support for Fortune 100 clients worldwide, translating emerging threat intelligence into actionable client guidance and program adjustments.
- Delivered executive business reviews, utilization reporting, and program performance analytics, identifying opportunities to enhance traveler compliance and operational effectiveness across portfolio.
- Led client onboarding and training initiatives that increased travel-risk platform adoption and reinforced duty-of-care responsibilities across 10+ organizations.
Operations Manager – Americas
International SOS
12.2018 - 07.2022
- Led multinational operations teams delivering 24/7 medical, security, and travel assistance for Fortune 100 corporations, government organizations, and international clients across the Americas — part of a career trajectory exceeding 20,000 cases spanning medical, security, medevac, repatriation, and crisis response.
- Directed global assistance operations for medical evacuations, security evacuations, air ambulance missions, and emergency response in high-risk environments, ensuring timely support for affected employees.
- Led the Crisis Management Team throughout the COVID-19 pandemic, coordinating global response operations, executive communications, and cross-regional crisis support.
- Served as Crisis Management Team Leader throughout the COVID-19 pandemic, coordinating global response operations, executive communications, and cross-regional crisis support.
- Developed and implemented standardized operating procedures to enhance response times and operational efficiency in assistance operations.
Senior Operations Specialist
International SOS
03.2016 - 12.2018
- Coordinated international emergency response, medical evacuations, repatriations, and crisis support for employees traveling or working in complex environments, including support for the Rio Olympic Games.
- Produced real-time incident reporting and operational intelligence supporting client decision-making during global events, maintaining high client satisfaction through continuous process improvement.
- Coordinated emergency assistance cases, aligning medical, travel, and security resources with client protocols.
- Managed case documentation, ensuring accurate updates across CRM and operational tracking systems.
- Escalated high-risk incidents to appropriate stakeholders, maintaining service continuity and response timelines.
Branch Manager
The Hertz Corporation
11.2011 - 02.2015
- Increased fleet size by 350% and exceeded sales targets by over 200% for three consecutive quarters while managing daily branch operations and a team of 10+.
- Developed corporate partnerships and led initiatives that enhanced branch revenue, improved fleet utilization, and boosted customer retention.
- Directed branch operations, balancing fleet availability, reservations, and customer service priorities.
- Managed staff scheduling, coaching, and performance feedback to support consistent branch execution.
- Oversaw rental transactions, rate adjustments, and upsell opportunities to improve revenue generation.
Education
Bachelor of Business Administration (BBA) - Marketing Management
International Institute for Higher Education in Morocco
Rabat, Morocco01-2011
Skills
- Sports Ticket Operations & Live Event Execution
- Training and mentoring
- Multilingual: English, French, Arabic, Portuguese
- Client Relationship Management
Timeline
Customer Relationship Manager – Member Associations
FIFA
07.2024 - Current
Senior Specialist
Chemonics International
03.2023 - 07.2024
Client Success Partner
International SOS
07.2022 - 03.2023
Operations Manager – Americas
International SOS
12.2018 - 07.2022
Senior Operations Specialist
International SOS
03.2016 - 12.2018
Branch Manager
The Hertz Corporation
11.2011 - 02.2015
Bachelor of Business Administration (BBA) - Marketing Management
International Institute for Higher Education in Morocco