Moaiad Aqel, Managing Director of talabat Bahrain, discusses how agility and innovation drive exceptional customer experiences. Through a dedicated delivery system and a culture that fosters collaboration and continuous learning, the leader discusses how the trailblazing e-commerce platform is redefining industry standards.
Can you discuss a key product or service that has made a significant impact on your operations, the larger industry, or your customers?
Our dedicated delivery system has been a true game-changer—not just for our business but for the customer experience we deliver. Speed, reliability, and attention to quality are critical in our industry, and this system has allowed us to raise the bar on all fronts. We’re setting a higher standard for what customers can expect, and we’re redefining what’s possible in our sector. It’s thrilling to see how we’re not just meeting but exceeding customer expectations, pushing the industry forward.
What were the biggest lessons learned while delivering or improving this product/service?
Our journey reinforced that agility isn’t just a buzzword; it’s a mindset. We had to adapt quickly to real-time feedback, refine processes, and lean into collaboration across all teams. Data gave us the insights, but it was our team’s willingness to innovate and pivot that brought this service to life. Each tweak and improvement came from learning, and that learning cycle is ongoing—we’re always finding ways to do better.
How do you foster a successful work environment?
I believe a workplace should be as dynamic and supportive as the people within it. Creating an environment where everyone feels heard, respected, and aligned with a common goal is fundamental to our success. Celebrating each team member’s contributions and fostering a culture where ideas can flow freely fuels motivation and creativity. This balance of structure and freedom is what makes a truly collaborative and productive workplace.
What inspired you to enter this particular industry?
I’ve always been drawn to fast-paced, innovation-driven spaces, and e-commerce encapsulates that perfectly. The way technology can transform businesses and redefine customer experience fascinates me. I’m passionate about solving problems and finding new ways to make things better, and this industry is the perfect playground for that. The potential to shape the future of commerce through technology was simply irresistible.
Can you share a particular moment in your career that significantly influenced your leadership style?
Leading the launch and expansion of our dedicated delivery service was a pivotal experience. It taught me the value of adaptability and, more importantly, the power of empowering others. I learned that true leadership is about trusting and supporting your team, providing them with the resources they need, and stepping back to let them shine. This shift in perspective has been foundational in my approach ever since.
In hindsight, is there anything you wish to have done differently in your career or as a leader?
I would have started prioritising mentorship sooner. Achieving results will always be essential, but the true legacy is in the people you help grow along the way. Supporting the development of others not only benefits them but also enriches the organisation and our shared future. That long-term perspective is something I now deeply value.
What is your strategy to manage stress and avoid burnout?
Finding balance is crucial. For me, it’s about setting clear boundaries, staying active, and carving out time for family. I encourage my team to focus on well-being and to see rest and recovery as integral to productivity. A sustainable work-life balance isn’t just a personal choice—it’s a strategic one that ensures we bring our best selves to work every day.
