CEO Insights Magazine

Telecommunications facilitate communica­tion and connectivity in today’s digital land­scape, allowing businesses and individuals to exchange information efficiently. Leaders in the digital realm are essential for navigating tech­nological advancements, fostering innovation, and driving strategic transformations within organisa­tions. Telecommunications bridge geographical gaps, enable global collaboration and support the integra­tion of emerging technologies like AI, IoT, and 5G, transforming how industries operate and compete. Raffi Tokmakjian, a renowned growth consultant at Click Solutions, is recognised for his groundbreaking initiatives in the fintech sector, including the launch of Kuwait's first telecom marketplace. Click Solutions specialises in innovative accessories and products, enhancing connectivity solutions for businesses and individuals with reliable, customised offerings to sup­port their growth in the digital era.

During a close conversation with Raffi, he shared insights into his professional journey, highlighting his accomplishments and offering valuable advice for emerging leaders.

You hold an extensive background in managing & growing digital channels, including experience with digital products in the telecom world.

I possess a strong background in product management, with a primary focus on digital initiatives within one of Kuwait's leading telecom operators. In this role, I successfully led a comprehensive digital transformation that established a robust digital footprint, which included the development of a mobile application, e-Commerce platforms, chatbots, and streamlined digital processes. I also played a pivotal role in integrating government eKYC, transforming the customer onboarding experience from a traditional paper-based system to a fully paperless solution.

Currently, I am a co-founder of a digital company where I oversee our E-Wallet platform, Idinari, and lead all digital projects and strategies. Additionally, I launched Kuwait's first telecom marketplace, allowing customers to conveniently purchase SIM card plans and accessories online with delivery options. I hold a Bachelor's degree in Computer Information Systems and a Master's degree in Digital Business from the UAE, and I am set to begin my studies at the London Business School next year. I welcome the opportunity to discuss my journey and share insights into my experiences.

What guiding principles have contributed to your success & positive outcomes? Could you highlight a significant milestone in your professional journey?

A major milestone in my career was becoming the Head of Digital at Ooredoo, where I built the digital team from scratch. Initially, only two people were managing the website, but I grew the team to 20, overseeing the entire digital program across both B2B and B2C channels. This progression, from Senior Specialist to Senior Manager and eventually Director, was a defining moment in my career. Another key milestone is the upcoming launch of our E-Wallet, which represents a shift in my focus from digital transformation in telecom to fintech. Our fintech startup, developed under the umbrella of the Central Bank of Kuwait, is now collaborating with one of the most digitally advanced bank in Kuwait and several exchange houses. These two milestones have been pivotal in shaping my professional journey.

What motivates you as an individual and a leader in your daily routine? What experiences have shaped who you are today?

My partners and I are united by a vision to sup­port Kuwait's 2035 agenda by enabling a paperless digital transformation. With a Kuwaiti partner and a Syrian partner on my team, we are all long-term residents of Kuwait who are committed to advanc­ing the nation's objectives. Our E-Wallet project pri­marily focuses on domestic workers and low-income individuals, targeting a substantial subscriber base of 2 million people, many of whom are unbanked or underbanked. Specifically, around 840,000 individ­uals are unbanked, while approximately 1.2 million are underbanked. Our goal is to complete this pro­ject and obtain certification from the Central Bank of Kuwait (CBK). Achieving this will mark a signifi­cant milestone for our company and contribute to the country’s aim of becoming cashless. Currently, many of these individuals depend on cash transac­tions, and facilitating their transition to digital pay­ment systems, including E-Wallets and cards, is a critical step forward. This mission fuels my passion for this business.

Could you share your leadership approach and describe the work culture you have fostered in your organisation to support employee growth?

Our organisation embraces a flexible work model, enabling most team members to operate remotely from various locations worldwide. As a digital company, we prioritise results over physical presence, using platforms like Slack and Odoo to facilitate collaboration among employees based in the U.S., Sri Lanka, Armenia, and beyond. We aim to create a borderless environment where individuals can work from any location while fulfilling essential responsibilities and achieving their objectives. By stepping away from the traditional 8-to-5 work schedule, we boost productivity and empower our employees to manage their own time. In the digital realm, tools like WhatsApp allow for effective communication, ensuring that we remain focused on outcomes rather than closely monitoring work hours.

Could you share a word of advice for budding leaders in this industry, from your experience?

My advice is to never feel trapped in a job that doesn’t bring you fulfilment. If you’re unhappy in your role, it’s best to move on, as dissatisfaction can diminish your productivity and lead to a monotonous nine-to-five routine where you merely complete tasks without passion. True growth comes from consistently challenging yourself. However, it’s crucial to approach such changes with careful consideration, as venturing into the unknown should not be taken lightly. If you’re thinking about launching your own business, be sure to evaluate the financial aspects and potential challenges ahead. While the journey may be difficult, making informed decisions can pave the way for meaningful success.

Raffi Tokmakjian, Digital Experience, Click Solutions

He is an outstanding leader who has successfully developed a digital team and launched Kuwait's first telecom marketplace. His dedication to supporting Kuwait's Vision 2035 for a paperless economy is evident in his initiatives. Additionally, he fosters a flexible work environment that empowers employees to thrive and achieve their full potential.