Shaden Mohamed

Shaden Mohamed

Chief Customer & Marketing Officer | CX | DEI | EX | Brand Storytelling | Harnessing AI |

Sydney, New South Wales, Australia
4K followers 500+ connections

About

With a proven track record in executive leadership and a passion for delivering exceptional customer experiences, I have over 18 years’ experience in corporate consultation. My expertise spans sales, operations, strategy, marketing, and ecommerce across various regions including APAC, North America, and the Middle East.

Previously serving as the Chief Customer Officer at SilverChef, a global leader in flexible equipment finance for the hospitality industry, I led the company's Global CX team, which included Product, Marketing and Customer Success.

Prior to my role at SilverChef, I was Managing Director of Contact Centres & Direct Business at The Travel Corporation, where I oversaw the company’s multi-brand, B2B, and B2C contact-centre teams. I was responsible for the strategic direction and implementation of direct business initiatives across global brands Trafalgar, Contiki, Insight Vacations and Uniworld.

Recognised by iMedia as one of the world's top 25 marketing innovators of 2015, I’m passionate about brand storytelling and audience engagement. Throughout my career, I’ve managed large-scale P&Ls, driven business efficiency, mentored a variety of teams, and developed high-impact marketing and acquisition strategies. My proficiency extends to online marketing, channel marketing, web analytics, PR, communications, reputation management, business development, and negotiations.

Having worked with Fortune 500 organizations across diverse sectors such as travel, technology, retail, FMCG, finance, media, and automotive, I have a deep understanding of various industry verticals. I’ve held senior roles and collaborated with numerous household names including Expedia, Google, Procter & Gamble, Citibank, Fairfax, and Virgin Australia, among many others.

As a business leader, I value speed, efficiency, and a strong work ethic. I value creative and ethical approaches to problem-solving and have a high expectation of performance. I am a well-traveled and multilingual speaker, bringing an international perspective to my work and understanding.

Whether it's driving revenue growth, fostering customer loyalty, or spearheading innovative initiatives, I am committed to making a positive impact in the organisations I serve.

Articles by Shaden

  • What Clients WON'T tell you

    What Clients WON'T tell you

    If you've ever worked in sales you'll know that getting an appointment with a prospective client in the first place can…

    2 Comments
  • #When Will it End?

    #When Will it End?

    Every year International Women’s Day comes and goes. The dialogue explodes across workplaces and social media.

    5 Comments
  • (Interview) Tales from the Crypt

    (Interview) Tales from the Crypt

    The other night over dinner, a friend was complaining about the poor experience she was having as a job seeker, and in…

    12 Comments
  • Thoughts from a "Professional in Transition"

    Thoughts from a "Professional in Transition"

    For a very long time (and slightly still on rainy days), I've held the belief that your professional worth was only as…

    15 Comments
  • 5 Reasons I Love my Job

    5 Reasons I Love my Job

    I just realised that most of my posts are focussed on workplace challenges and how to overcome them. Challenges that…

    8 Comments
  • How Open is your Organisation to Change?

    How Open is your Organisation to Change?

    Typically the larger the organisation, the more complex the structure tends to be. It is therefore crucial for…

    1 Comment
  • How to Spot a Lazy Employee

    How to Spot a Lazy Employee

    If having a strong work ethic ranks high on your set of values, then it is imperative that you select an environment…

    5 Comments
  • Surviving your Office Space

    Surviving your Office Space

    It's one of those afternoons, you've been in back to back meetings and you finally get a break to powder your nose and…

Activity

Join now to see all activity

Experience

  • SilverChef Graphic

    Chief Customer Officer

    SilverChef

    - 2 years 8 months

    Australia

    Leading SilverChef's Global CX team with Product, Marketing and Customer Succes (Customer Service and Loyalty). Responsible for designing and delivering an integrated and hospitality-centric, end-to-end customer experience. The goal is to build impactful, long-standing, shared-value relationships with customers across Australia, New Zealand and Canada.

    At SilverChef our job is to provide flexible equipment finance to help hospitality entrepreneurs grow their businesses. Our dream…

    Leading SilverChef's Global CX team with Product, Marketing and Customer Succes (Customer Service and Loyalty). Responsible for designing and delivering an integrated and hospitality-centric, end-to-end customer experience. The goal is to build impactful, long-standing, shared-value relationships with customers across Australia, New Zealand and Canada.

    At SilverChef our job is to provide flexible equipment finance to help hospitality entrepreneurs grow their businesses. Our dream, though, is to help hospitality entrepreneurs achieve theirs. Founded in 1986, we’ve helped more than 50,000 hospitality businesses bring their business dreams to life.

    A proud Certified B Corp, SilverChef is part of a movement that is using business and profit as a force for good. B Corp businesses balance profit and purpose through verified social and environmental performance, public transparency and accountability. Through our partnership with Opportunity International, and with the support of our people, customers and partners, we’ve helped to lift 1.5 million people out of poverty – and counting.

  • The Travel Corporation Graphic

    Managing Director, Contact Centre & Direct Business

    The Travel Corporation

    - 1 year 2 months

    Sydney, Australia

    Responsible for management of the Sales & Operations contact centre teams (multi-brand, B2B and B2C) for the Australian operation of The Travel Corporation. Brands include: Trafalgar, Contiki, Insight Vacations, Uniworld.

    Responsible for the strategic direction and implementation of direct business initiatives in Australia.

  • Auto & General Services - Australia Graphic

    Associate Director, Lifestyle Insurance Group

    Auto & General Services - Australia

    - 2 years 7 months

    Brisbane, Australia

    Leading the Lifestyle Insurance Group with the following suit of products: Travel, Health, Life & Income Protection, Roadside Assistance, CTP, Pet. Responsible for the delivery and growth of Lifestyle products across a multi brand portfolio (Budget Direct, Ozicare, 1st for Women).

  • Backcountry.com Graphic

    Senior Business Consultant

    Backcountry.com

    - 6 months

    Park City, Utah

    Providing strategic, operational and leadership support across the Backcountry LLC portfolio of brands (Backcountry.com, Competitive Cyclist, Steep & Cheap). Key areas of focus include marketing and acquisition, recruitment, change management and development of strategic business initiatives for 2017.

  • Expedia, Inc.

    Expedia, Inc.

    3 years 10 months

    • Expedia, Inc. Graphic

      Senior Director & Head of Online Marketing, Expedia Australia + Wotif Group

      Expedia, Inc.

      - 1 year 3 months

      Sydney, Australia

      Marketing leader for Expedia Australia/New Zealand and the Wotif Group of brands (Wotif ANZ, LastMinute ANZ and Travel.com.au). Together with my team of digital experts, we are charged with driving channel marketing strategy, execution and test & learn across:
      - Customer acquisition, retention and loyalty
      - Search Engine Marketing (SEM)
      - Search Engine Optimisation (SEO)
      - Email / Database marketing / CRM
      - Meta Search
      - Mobile & App marketing
      - Display, Retargeting &…

      Marketing leader for Expedia Australia/New Zealand and the Wotif Group of brands (Wotif ANZ, LastMinute ANZ and Travel.com.au). Together with my team of digital experts, we are charged with driving channel marketing strategy, execution and test & learn across:
      - Customer acquisition, retention and loyalty
      - Search Engine Marketing (SEM)
      - Search Engine Optimisation (SEO)
      - Email / Database marketing / CRM
      - Meta Search
      - Mobile & App marketing
      - Display, Retargeting & Programmatic buying
      - Affiliates & Partnerships
      - Social Media Advertising
      - Content strategy and development
      - Pricing intelligence
      - Marketing operations
      - Big data analytics, business intelligence

    • Wotif Group Graphic

      Executive General Manager of Digital Marketing & Distribution

      Wotif Group

      - 1 year 10 months

      Sydney, Australia

      Responsible for managing the Group's global digital marketing activity and online distribution channels. Our key brands are Wotif.com, LastMinute.com.au, Travel.com.au, Asiawebdirect.com. My team is comprised of experts in SEM, SEO, Social, EDM, affiliate partnerships and product reviews.

    • Wotif Group Graphic

      Executive General Manager of Online Marketing, Business Intelligence & Performance

      Wotif Group

      - 11 months

      Sydney, Australia

      Responsible for managing global online marketing efforts for the Wotif Group. The team is comprised of experts in SEM, SEO, EDM, BI and Pricing, located in Australia, Asia and Europe.

  • Google

    Google

    6 years

    • Google Graphic

      Senior Account Manager / Sales Lead (Middle East & North Africa)

      Google

      - 3 years 2 months

      Cairo

      Sales Lead for Government, Travel & FMCG verticals (Fortune 500 portfolio). Providing strategic consulting and best practice in the areas of digital advertising, online investments, training & development and brand marketing.

      Key achievements include:
      • Developing a Sales Team & driving YoY double digit revenue growth
      • Developing, Communicating and Implementing Marketing Strategies
      • Increasing Awareness and Adoption of Google Products

    • Google Graphic

      Senior Account Strategist

      Google

      - 4 years

      Sydney, Australia

      Driving search efficiency and revenue growth with expertise on increasing CTR, web traffic and
      brand awareness, while also helping to maintain low acquisition costs and high ROI.

  • Fairfax Media Graphic

    Journalist

    Fairfax Media

    - 2 years

    Sydney, Australia

    Writing articles for Sydney Morning Herald (both printed and online edition: smh.com.au) as a freelance writer and researcher. Broadcast journalism for community radio.

Education

Volunteer Experience

  • Video interview on Empowering Women in the Workforce

    Community Migrant Resource Centre

    - Present 8 years 7 months

    Economic Empowerment

    "The Power of A Woman Conference" in Sydney was aimed at providing opportunities for women to interact, realise women’s potential, collaborate, network and build partnerships across both the community and corporate sectors. Thank you to the Community Migrant Resource Centre for creating the video: https://www.youtube.com/watch?v=lgxvcLyNhrg

Publications

  • Navigating the Path to Inclusivity

    Women in Digital

    In August 2023, Women in Digital hosted our annual long lunch, powered by Cisco, on the topic, “The Path to Progress: How we can be better allies on the road to gender diversity”. For this conversation, we pulled together a panel of some of Australia’s top leaders in the Australian digital industry to share share, learn, and discuss how their organisations work to improve gender diversity and how together we can all worth together to create gender parity. So many incredible insights were…

    In August 2023, Women in Digital hosted our annual long lunch, powered by Cisco, on the topic, “The Path to Progress: How we can be better allies on the road to gender diversity”. For this conversation, we pulled together a panel of some of Australia’s top leaders in the Australian digital industry to share share, learn, and discuss how their organisations work to improve gender diversity and how together we can all worth together to create gender parity. So many incredible insights were brought to the surface, particularly from our audience Q&A at the end of the panel. Shaden Mohamed shares her thoughts on some of the top questions from the afternoon.

    Here are Shaden’s truly pithy and must-read insights:

    See publication
  • Contributor / Columnist

    Her New Life

    Online resource and community for women in the Middle East, focussed on supporting talented women in adverse environments.

    See publication
  • رحلة حول العالم وأنا جالسة في بيتي

    Google Arabia Blog

    أيام السبت التقيت مع أصدقائي الإسبانيين من خلال دردشات الفيديو. يوم الأحد كنت في حفل داريا مسك الموسيقي. يوم الاثنين تعلمت كيفية طهي وجبة فطور إنجليزي من إمرأة ايطالية تعيش في فرنسا. وكل يوم، يمكن أن أشارك اهتماماتي مع الآلاف، إن لم يكن الملايين من الناس. ويحدث ذلك كله وأنا شخصيًا جالس في بيتي في القاهرة، مصر، حيث يمكن أن يتم كل ذلك في +Google.

    See publication
  • تضعك في مركز القيادة Google

    Google Arabia Blog

    لقد ولدت هناك (سيدني)، وأعيش هنا (مصر)، وأعمل في كل مكان!

    حياتي، مثل الكثير من المهنيين الشباب، هي كلغز من القطع المعقدة، والمنتشرة في العشرات من المواقع المختلفة والأجهزة - على الإنترنت أو خارجها: كمبيوتر محمول، كمبيوتر مكتب، كمبيوتر لوحي، هاتف أندرويد، بطاقات الذاكرة، وفي صندوق أحذية قديم يقبع تحت السرير، وحتى في محفظة تكاد تنفجر من كثرة الإيصالات وبطاقات الأعمال.

    See publication
  • Googlers go surf offline

    Google Australia Blog

    This year, a new health initiative entitled “Google 4 Life” organised a team entry, with 20 Googlers and their families taking part in the grueling run (or in my case, walk!).

    See publication
  • Google vs eBay Netball Challenge

    Google Australia Blog

  • Where the customer is always right at the bottom of the priority list

    Sydney Morning Herald

    Dismissive attitudes towards service have made Sydney shopping a nightmare, writes Shaden Mohamed.

    See publication
  • Googlers search for the finishing line

    Google Australia Blog

    Getting up early on Sundays is practically taboo for most Australians. Getting up early on Sunday to jog 14km is almost unheard of. So when the annual Sun Herald City2Surf marathon attracts a crowd of 70,000 enthusiastic participants, it’s quite clear that Sydneysiders are more than happy to break a few rules in the name of charity.

    See publication

Courses

  • Double Major in Media & English Literature

    -

Honors & Awards

  • iMedia 25: The top marketing innovators of 2015

    iMedia Communications Inc.

    Selected as one of the World's top 25 marketing innovators of 2015. For details visit: http://www.imediaconnection.com/articles/ported-articles/red-dot-articles/2015/nov/imedia-25-the-top-marketing-innovators-of-2015/

    iMedia Communications Inc. is the most influential community of senior marketers in the rapidly evolving digital world. iMedia's events and online community bring powerful brand and agency marketers together with top technology and service providers to provide valuable…

    Selected as one of the World's top 25 marketing innovators of 2015. For details visit: http://www.imediaconnection.com/articles/ported-articles/red-dot-articles/2015/nov/imedia-25-the-top-marketing-innovators-of-2015/

    iMedia Communications Inc. is the most influential community of senior marketers in the rapidly evolving digital world. iMedia's events and online community bring powerful brand and agency marketers together with top technology and service providers to provide valuable industry perspective and inspire the industry's most prominent partnerships.

  • Phocuswright Young Leaders Summit, 2013

    Phocuswright

    Each year, Phocuswright brings together the industry’s best and brightest travel leaders aged 35 and under to be part of the Class of 35 at The Phocuswright Conference. This elite program is a launching pad for the next generation of travel luminaries to connect, debate and collaborate.

    Class of 2013 here: http://www.phocuswrightconference.com/Young-Leaders-Summit/2013

Languages

  • English

    Native or bilingual proficiency

  • Arabic

    Native or bilingual proficiency

Recommendations received

More activity by Shaden

View Shaden’s full profile

  • See who you know in common
  • Get introduced
  • Contact Shaden directly
Join to view full profile

Other similar profiles

Explore collaborative articles

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Explore More

Others named Shaden Mohamed

Add new skills with these courses