Ammara Naeem
Summary
Accomplished Head of Client Success at Top Employers Institute, adept in transforming research into actionable insights and enhancing client engagement. Spearheaded the creation of a Client Success function, boosting global renewal rates by 10%. Expert in strategic planning and team development, with a proven track record in improving customer satisfaction and relationship management.
Overview
14
14
years of professional experience
Work History
Head of Client Success
Top Employers Institute
01.2021 - Current
- Translate Top Employers Institute research into meaningful insights for the clients
- Be the face of Top Employers Institute through speaking/moderating opportunities (1:1 client interactions, events, webinars, thought leadership, etc.)
- Advise large global organizations on how to improve in various aspects of their people strategy
- Enable Top Employers to reinforce their positioning as an employer of choice
- Mentor and coach the team of client success and executive advisors to enable product consulting, client engagement and HR advisory for a portfolio of 30 million euros
- Developed the metrics for health scorecard aimed at predicting renewals and expansions
- Set up the brand new function of Client Success and built up the team to cater to different regions (increased the global renewal rate by 10% and close to 20% in certain regions, NRR of 110%)
- Piloted the first ever paid-for advisory sessions offered by Top Employers Institute
Global HR Auditor
Top Employers Institute
03.2017 - 01.2021
- HR content expert: public speaking on various topics, podcasts with CHRO's, hosting Top Employers Institute's connect events
- Coached and trained the team of HR Auditors on new standards in the HR Best Practices survey
- Conducted customer and market research to renew and reinforce survey standards
- Liaised with HR executives and leaders to help their organizations identify areas of growth relevant to their priorities
- Formed a core part of the HR Insights Lab that produced the Top Employers Best Practices and Trends reports
- Audited the survey for international and complex contracts
Employer Branding - MBA Project
Booking.com
06.2016 - 12.2016
- Consulted on the improvement strategy for candidate experience through internal, external research, and competitor analysis
- Carried out competitor analysis in terms of overall branding strategies (including diversity, social channels, locations, etc.)
- Reviewed job description templates that impact the candidate experience (to ensure inclusivity and expression of Booking.com's culture)
- Facilitated internal and external branding activities, blogs, and events
HR Manager
Lahore American School
03.2011 - 09.2015
- Set up the Human Resources department from scratch
- Reduced the cost of hire by 30% by optimizing the recruitment process
- Increased the retention rate of the overseas staff by 35% through effective communication and onboarding strategies
- Advised the Board of Directors on hiring, termination and benefits policies based on research and benchmarking
- Created engagement plans for the different employee groups
- Developed the succession plan for expats as well as local staff Initiated and standardized the exit process for departing employees
- Coached functional managers on the new evaluation, performance management systems, as well as new and amended policies
- Maintained effective relationship management with local as well as international agencies for recruitment, talent management and professional development of faculty and staff
- Served as liaison between various stakeholders: Board of Directors, Superintendent and the US Consulate
- Led the team in development of 7-year strategic plan for Middle States Association's re-accreditation process
Admissions Manager
The City School
09.2010 - 03.2011
Senior Executive National Recruiter
The Resource Group
01.2010 - 07.2010
Education
MBA -
TIAS School For Business And Society
The Netherlands12.2016
Bachelor of Science -
University of Oklahoma
Oklahoma05.2008
Skills
- Customer Satisfaction
- Relationship Management
- Upselling strategies
- Decision-Making
- Customer Relationship Management
- Hiring and Training
- Training and Development
- Team Development
- Strategic Planning
- Human Resources Management
Timeline
Head of Client Success
Top Employers Institute
01.2021 - Current
Global HR Auditor
Top Employers Institute
03.2017 - 01.2021
Employer Branding - MBA Project
Booking.com
06.2016 - 12.2016
HR Manager
Lahore American School
03.2011 - 09.2015
Admissions Manager
The City School
09.2010 - 03.2011
Senior Executive National Recruiter
The Resource Group
01.2010 - 07.2010
MBA -
TIAS School For Business And Society
Bachelor of Science -
University of Oklahoma
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