Jowana Hattar

Director of Client Relations & Customer Success @ CoinMENA

About

With a deep understanding of the fintech and crypto industries, I am dedicated to merging innovation with exceptional service, ensuring every interaction reflects a commitment to excellence. Driven by a passion for excellence and a commitment to delivering results, I bring a dynamic blend of leadership, strategic thinking, and client-focused expertise to client relations. Known for my proactive approach, I thrive on solving challenges, fostering meaningful connections, and building systems that empower clients and teams to succeed. As Head of Client Relations, I oversee a thriving department that ensures clients’ needs are met, challenges are resolved, and satisfaction remains at the forefront. My work ethic is rooted in adaptability, empathy, and an unwavering dedication to continuous improvement, making me a trusted partner in driving business growth and client satisfaction. When I joined CoinMENA, I took it upon myself to build our Client Relations department from the ground up. My efforts began with designing an extensive guide featuring over 400 drafts, covering everything needed to excel as a client relations agent. This guide has become a cornerstone for the team’s success, complemented by the detailed training programs I designed for onboarding new hires and elevating their skills. My expertise includes communication strategies, customer success, and retention, which are instrumental in optimizing processes and strengthening relationships.

Country

Jordan

City

Amman

Industry

Financial Services

Skill

Communication, Problem Solving, Architectural Design, Business Development, Client Relations, Multilingual Fluency, Written Communication, Client Services, Team Leadership, Management, Verbal Communication, Customer Relationship Management (CRM), Communication Training

Experience

Director of Client Relations & Customer Success

CoinMENA

2026-5 - Present · 5 mos

-Lead the overall strategy for Client Relations and Customer Success, with a strong focus on client retention, revenue growth, and long-term value creation. -Oversee end-to-end client experience across all touchpoints, ensuring consistency, quality, and alignment with company objectives. -Drive initiatives to enhance client engagement, improve lifecycle management, and optimize conversion and retention rates. -Collaborate cross-functionally with product, compliance, and operations to align client needs with business priorities. -Set performance frameworks, KPIs, and operational standards to scale the function effectively.

Head of Client Relations & Customer Success

CoinMENA

2022-4 - 2026-5 · 4 yrs 2 mos

-Oversee client relationships to ensure needs are met and satisfaction is achieved. -Conduct regular reviews with clients to identify opportunities for service enhancements and overcome challenges. -Deliver training programs for new team members and conduct refresher courses to maintain high service standards. -Foster a proactive culture of excellence in client interactions and departmental operations.

Client Relations Team Leader

CoinMENA

2021-7 - 2022-4 · 10 mos

-Built and nurtured strong client relationships to maintain satisfaction and loyalty. -Conducted business reviews to identify areas for improvement in service delivery. -Provided both group and one-on-one training to team members for improved client engagement. -Developed a comprehensive guide comprising over 400 drafts to optimize and enhance the services.

Client Relations Officer

CoinMENA

2021-4 - 2021-7 · 4 mos

-Managed communication channels, ensuring exceptional service delivery. -Actively engaged with clients to address inquiries, resolve issues, and exceed expectations. -Developed skills in customer success and retention through hands-on experience.

Designer

L+H Design and Build

2020-10 - 2022-4 · 1 yr 7 mos

-Designed and contributed to innovative architectural projects, blending creativity with functionality. -Gained hands-on experience in client communication, project planning, and problem-solving. -Embarked on a journey that combined business acumen with workplace design principles, laying a foundation for future leadership roles.