Genpact EMEA
Vendor Operations, for Snap Inc.
Snapchat's SMB account management for EMEA ran through Genpact's Cairo office. I built and governed that operation from the Snap side: the hiring bar, the SOPs, the training, and the performance.
What I built, scaled, or owned.
The Scale-up
Took the operation from a 15-person pilot to 75 account managers and executives under five team leads, in two quarters.
SOPs & Playbooks
Wrote the account-management SOPs and funnel-optimisation playbooks the teams ran, and held the operation to advertiser-performance standards through regular reviews.
Training & Enablement
Trained new performance-marketing hires in person, travelling between Cairo and Texas as the operation grew.
A Second Site
Helped stand up Genpact Texas as the second operational site, covering Snapchat's North America SMB accounts.
What It Produced
The SMB advertiser base the operation served grew 400% across EMEA before the North America expansion, and the operating model became the template for the second site.
The output.
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