In this week’s episode of Akoni Tech Talks: The Dubai Mini Series, Taiyab Ghafoor, Director of Retail at Geekay Group, reflects on his journey from a university student to a seasoned professional with over 25 years in retail, services, and strategic project management. While studying at university, Taiyab worked part-time at Burberry, where he developed a passion for retail, sales, and customer experience. Despite being an introvert, this role helped him become more outgoing, especially when interacting with customers in London’s West End. In 2007, Taiyab joined Carphone Warehouse, marking his entry into the tech world. Although he initially lacked interest in technology, the launch of the first iPhone and the shift from feature phones to smartphones sparked his enthusiasm for tech.

After university, Taiyab joined the Enterprise Rent-a-Car Graduate Training Scheme, which profoundly influenced his career. The company’s strong culture taught him the importance of valuing people, providing excellent customer experiences, and achieving results. This experience shaped his people-centric approach to leadership. 

Throughout his career, Taiyab has witnessed significant shifts in the retail industry, particularly due to online shopping. Customers now have immediate access to product information, making it essential for salespeople to adapt and add value beyond just product knowledge. Despite the rise of online shopping, Taiyab believes physical retail still has a strong future, especially in regions like the Middle East. Shopping malls serve as destinations, offering experiences beyond just shopping, such as dining and entertainment. The diverse population in the Middle East also values personal interactions, making in-store experiences highly relevant. 

Leadership in Large-Scale Projects 

As Head of Retail Operations at Qatar Duty Free, Taiyab played a key role in launching the $16 billion Hamad International Airport in Doha. Recruiting and training a diverse team of over 1,500 people from 53 nationalities posed significant challenges. Ensuring quality and cultural diversity was crucial for delivering exceptional customer experiences. 

Building a Customer-Centric Culture 

Taiyab emphasises the importance of creating a customer-centric culture within organizations. He advocates for integrating customer focus into all aspects of the business, from sales to support functions, to ensure a consistent and exceptional customer experience. 

The Impact of Technology on Customer Expectations 

Advancements in technology have significantly raised customer expectations. The rise of quick commerce, where customers expect immediate delivery, has transformed shopping habits. Taiyab highlights innovations like fuel delivery apps in Dubai as examples of how technology is reshaping consumer behavior. 

Approach to Leadership 

Taiyab’s leadership philosophy centers on treating individuals according to their personal preferences and needs. He believes in empowering team members, being organized, humble, and accessible, and fostering a culture of engagement and support to motivate large, diverse teams effectively. 

Listeners can stay tuned for more inspiring conversations with industry leaders in future episodes of the Dubai Mini Series Podcast. Tune in to Akoni Tech Talks for the full conversation – available on Spotify Podcasts,Apple Podcasts and YouTube.