Luke Abi-Hanna
About
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Relationship Builder & Customer Advocate, Business & Partnership Growth || Account Manager Excelling in Retention, Upselling, Cross-selling || Head of Customer
New South Wales, Australia
Résumé
Jobs
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Partnerships Manager - GlobalRemotePassAug 2025 - Jul 2026 (1 year)- Regional Partnerships ManagerDeliverectSep 2022 - Aug 2025 (3 years)Driving strategic partnership growth in the Middle East & Nordic Regions, along with expansion efforts into Africa - my role is business development focused building strategic alliances & negotiating favourable partnerships.
- Hunting, growing & managing partners. Grown Middle East, Africa & Nordics partner bases and extracting referrals from partners for business growth
- Negotiating referral, revenue share and reseller agreements and increased overall growth from these channels
- Leading expansion efforts into Africa. Prospected and signed partnership and reseller agreements to sustainably grow the region
As a Regional Partnership Manager, I excel in prospecting new opportunities, negotiating strategic deals, and - Head of Account Management & Customer SuccessRitualcoJun 2020 - Sep 2022 (2 years 4 months)Leading the Account Management, Success & Operations functions, I managed our team to sustainable & significant growth as we expanded the Ritual footprint with restaurant partners in Australia
- After Series B, Ritual hired me as their first international employee facilitating AUS expansion
- Personally exceeded targets and led Account Management & PS team to exceed quarterly targets consistently. AUS became a top 3 region exceeding targets each quarter
- Handled escalations directly with culturally diverse clients and oversaw an improvement in CSAT
As a Manager of Account Management, I drove growth by leading a high-performing team, fostering client relationships, and executing upselling and cross-selling st - Senior Account ManagerRitualcoJul 2019 - Jun 2020 (1 year)First hire in Australia for Ritual's expansion. I handled all of the accounts, wore many hats for growth and was the voice for localisation of a product that was completely new to the Australian market.
As the first Account Manager hired to launch operations in a new country, I took ownership of building and expanding the client base, managing all major accounts with a strong focus on customer success and advocacy. I developed and nurtured long-term relationships, ensuring high retention and satisfaction while driving consistent revenue growth. Through upselling and cross-selling, I identified opportunities to maximise customer value, exceeding targets each quarter. My strategic account planning and consultative approach enabled - Head of Business Development & PartnershipsEightSix ElectricalMay 2018 - Nov 2019 (1 year 7 months)Solely responsible for end to end strategy development & execution for partnerships & business development to expand the EightSix business. I did this through two streams - leveraging the current capabilities of the business to grow revenue through partners, along with identifying new complementary verticals to create higher revenue per job won.
- Strong focus on stakeholder relationships & rapid growth through developing new revenue verticals and business capabilities
- Led expansion efforts into solar and marine, expanding business revenue from these verticals from $0 to over $250k annually by the second year
- Focused on optimising operational efficiencies that lead to a 15% increase in employee utilisation & 10% dec - Account Management Team LeadSplendJul 2017 - May 2018 (11 months)- After Series A, helped to shape customer experience and oversaw growth of customers from by 35% in NSW alone
- Consistently exceeded targets leading to promotion to Team Lead. Directly managed entire AM team (8) across two states
- Remotely oversaw team and growth of new territory in ACT increasing customer base from 5 to 65 customers over 12 months
As a Team Lead of Account Management, I excelled in managing direct reports across multiple territories, ensuring consistent performance, client satisfaction, and revenue growth. My role required a combination of leadership, strategic oversight, and relationship management, enabling my team to thrive in a fast-paced, results-driven environment. By leveraging strong communi - Account ManagerSplendJan 2017 - Jul 2017 (7 months)
- Partner Support LeadUberJul 2016 - Jan 2017 (7 months)- Trained and led team that analysed large numbers of compliance documents per day and achieved 95%+ accuracy of input
- Guided the team in addressing escalated client grievances, leveraging strong verbal & written communication to restore client satisfaction
As a Partner Support Lead, I consistently excelled in managing relationships, optimising processes, and enhancing partner satisfaction. My role required a deep commitment to customer experience leadership, ensuring that every interaction was handled with proactive communication, strategic problem-solving, and a solution-oriented mindset. By leveraging effective communication skills, I fostered strong relationships, addressed partner concerns with efficiency, and ensured - Partner Support RepresentativeUberJan 2016 - Jul 2016 (7 months)
Education
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- Diploma of Finance and Mortgage Broking ManagementKaplan Professional
- CERT IV in Finance and Mortgage BrokingKaplan Professional
- Bachelor’s Degree, Commerce - Marketing and International BusinessMacquarie University