SAMI ELNATOUR
Bethesda,MD
Summary
•VP MARKETING •BRAND BUILDER •INNOVATOR •TEAM LEADER
Result-driven and creative senior marketing leader with 15+ years of experience in successfully designing and implementing marketing and digital strategies to achieve proven results in building brands, generating revenue, and enhancing customer omni-channel experiences across multiple industries. High-impact expertise in leading digital transformation and technology integrations with direct oversight of technology teams
Overview
17
17
years of professional experience
Work History
Principal Consultant- Strategy & Innovation
Photon
Dallas, TX
03.2022 - 12.2023
- Strategy & Innovation
- Co-led the redesign of Krispy Kreme's loyalty program web and app e-commerce experience, enhancing the core platforms to support expanded loyalty program capabilities and increase purchase frequency
- Projected a net new annual sales uplift of $23m-$29m between 2023 and 2025
- Designed a new technology ecosystem for customer lifecycle & loyalty management using AI/ML, API Integration, Social Media Listening, Data, and Blockchain
- Anticipated reducing customer attrition and increasing purchase frequency, aiming to enhance long-term customer value resulting in a projected annual revenue uplift of 30-40%
- Consulted on integrating Regulatory Technology (RegTech) in Citi Wealth Management's digital onboarding process, projected to significantly reduce compliance costs and back-office expenses while halving wealth managers' onboarding time from 3 hours.
Chief Marketing & Operations Officer
SmartMed
07.2018 - 07.2021
- Build and establish the “Smartmed” brand in a highly regulated industry and manage the communication, social media, and event management companies
- Design the full marketing, communication, and acquisition strategies across B2C and B2B sectors
- Led the agency design team in marketing research, experience journey mapping, and UX/UI prototyping, culminating in the rollout of a comprehensive fully digitized onboarding process for new members reducing non-clinical visits and documentation processing by 70%
- Business digitization enhanced workflow efficiencies between sales, customer support, finance, and medical teams streamlining the internal processes and removing frictions and internal barriers to performance.
Chief Marketing Officer
American Express- Mena
Saudi Arabia
08.2006 - 04.2018
- Led a team of 15 marketers comprising three directors and their reports and managed a $1.4 Billion P&L consumer card portfolio
- Managed brand and product communication across B2C & B2B including corporate websites, email marketing, mobile app, SEM/SEO, and social media platforms (Facebook, Twitter, LinkedIn, Instagram) and managing advertising, PR, social media, and research agencies
- Pioneered the customer digital transformation strategy to move the members from “Service Me to Self Service myself” by designing 'Amex In Your Pocket', a groundbreaking mobile app that embedded all contact center-provided services
- This initiative reduced support costs by 40%, increased membership rewards point redemption by 75%, and achieved an 86% enrolment rate within the first six months
- Digitized fully the customer acquisition process resulting in a 48% reduction in acquisition costs and a 67% uplift in back-office processing time and improved early spend generation in as little as one week post-application approval
- Executed and optimized paid campaigns
- Launched the company's largest consumer acquisition campaign achieving a 27% application rate from leads and an application approval rate of 48% attesting to the right media mix and quality of audience selection, segmentation, and targeting
- Leveraged qualitative and quantitative research including focus groups coupled with social media listening for sentiment analysis and Medallia for measuring customer satisfaction to support data-driven decision-making in terms of continuously enhancing customer satisfaction and uplifting product benefits and service offerings
- Used predictive modeling to identify and engage potential attrition-prone customers and dormant accounts resulting in a 32% activation rate generating $6.7 million in revenue.
Education
Bachelor Of Science - Marketing
Lebanese American University
Master Of Business Administration -
ESCP Europe, Ecole Supérieure Des Affaires
Skills
- Marketing Strategy
- Brand Building
- Loyalty Management
- Social Media
- Digital Marketing
- Growth Marketing
- Experience Design
- Customer Lifecycle Management
- Communication Skills
- Creative Excellence
- Critical Thinking
- Leadership
- Coaching and Mentoring
Additional Information
- AWARDS & RECOGNITIONS , Frost & Sullivan Awards for Best Home Healthcare Service (2018 & 2020) American Express Awards (4x Winner) Premium Product Launch, Customer Loyalty & Engagement, Corporate Card Launch and President Award.
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
French
Native or Bilingual
Timeline
Principal Consultant- Strategy & Innovation
Photon
03.2022 - 12.2023
Chief Marketing & Operations Officer
SmartMed
07.2018 - 07.2021
Chief Marketing Officer
American Express- Mena
08.2006 - 04.2018
Bachelor Of Science - Marketing
Lebanese American University
Master Of Business Administration -
ESCP Europe, Ecole Supérieure Des Affaires
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