I'm Layla. I believe most churn is preventable and most of it is quiet — customers don't complain, they just drift. My job is to notice the drift early and turn it around before it becomes a cancellation.

I design onboarding that gets customers to their first win fast, build playbooks for the moments that make or break loyalty, and write support responses that sound like a human who actually cares — because customers can tell.

I work in Arabic and English and I'm fluent in the difference between politeness and genuine warmth across cultures. Retention is relationship work, and relationships are local.

I'm proactive by nature. I'd rather build the system that prevents 50 tickets than heroically answer them one by one.