Head of
Customer Success

Results-driven specialist with a proven track record in building CS departments from the ground up. Expert in E-commerce Operations, Revenue Protection, and driving long-term customer loyalty.

Available for hire

Building High-Performing CS Teams & Protecting Revenue

Expert in scaling operations, writing SOPs, and managing teams across multiple time zones. Consistently delivering exceptional unboxing experiences and launching retention strategies that drive repeat sales.

📍 Fully Remote / Casablanca 🗣️ English, Arabic, Berber, French

<0.8%

Chargeback Rate

2.5%

Refund Rate

Brands Managed

Core Stack

Automation & Tech

Zapier Expert Salesforce Zendesk E-commerce Ops

Education & Certs

BA, English Literature

FUIM University

TESOL Cert Salesforce Auto Generative AI

Freelance Missions

● Mystery Shopper Evaluation
● M&A Deal Sourcing Support
● Digital Marketing Sales

Work History

Current Role

Head of Customer Success

03/2026 - Present

Ape born Fitness (Full Remote)

Built the department from the ground up, creating SOPs and training content.
Protected revenue by maintaining a 2.5% refund rate and sub-0.8% chargebacks.
Launched a retention call strategy increasing long-term loyalty and repeat sales.
Managed a team of 4 agents handling support for 3 brands across multiple time zones.

E-Commerce & Ops

Customer Success & Ops Lead

03/2025 - 03/2026

Montrichard Group

Led team of 8+, improving customer retention by 30%.
Managed €1M+ monthly e-commerce orders with 99% accuracy.
Reduced order processing time by 40% through automation.
Handled luxury brands including Undone, Praesidus, and Nivada Grenchen.

Tech Sales

Inside Sales Associate

12/2024 - 03/2025

Arrow Electronics (Broadcom)

Managed 50+ Benelux enterprise accounts, hitting 120% of quota.
Generated €2M+ in pipeline through targeted outreach.
Closed 15+ new deals per quarter, driving 25% YoY revenue growth.

iGaming

Sales Manager & CS

2023 - 2024

MOSTBET Partners

Managed a team of 10+ telemarketing agents.
Generated €1M+ new revenue per quarter.
Achieved a 95%+ satisfaction rate on customer inquiries.

Ready to scale your Sales & CS teams?

Currently based in Casablanca. Open to global remote or local leadership roles.

JDElouardi@gmail.com LinkedIn Profile

+212 665 229 121