Billy Erasmus Email & Phone Number

Durban, Kzn, Za

Durban, Kwazulu-Natal, South Africa

•Manage BI, CX, ERP business development projects / design streams•Evaluate business infrastructure and data application landscape.•Develop Business Intelligence Solutions•Conduct Enterprise (Strategy) Analysis•Perform Quantitative and Qualitative Data Analytics•Perform Customer and Industry Research (and surveys)•Design Performance Metrics and KPIs•Develop Corporate (Performance) Scorecards•Document Business Requirements•Drive Continuous… Show more •Manage BI, CX, ERP business development projects / design streams•Evaluate business infrastructure and data application landscape.•Develop Business Intelligence Solutions•Conduct Enterprise (Strategy) Analysis•Perform Quantitative and Qualitative Data Analytics•Perform Customer and Industry Research (and surveys)•Design Performance Metrics and KPIs•Develop Corporate (Performance) Scorecards•Document Business Requirements•Drive Continuous Improvement•Promote Process Optimisation•Mitigate Costs and Risks Show less

South Africa

Customer Experience Strategy, Research, Projects and Analytics for Wholesale (Makro, Masscash)• Design and Implement the Customer Experience strategy.• Promote customer driven CRM systems and processes return on investment. • Complete thorough trend research and conduct root cause analysis to ensure that service failures are permanently corrected.• Map key customer journeys and deliver more personalised experiences in campaigns, offers and messages across all channels.•… Show more Customer Experience Strategy, Research, Projects and Analytics for Wholesale (Makro, Masscash)• Design and Implement the Customer Experience strategy.• Promote customer driven CRM systems and processes return on investment. • Complete thorough trend research and conduct root cause analysis to ensure that service failures are permanently corrected.• Map key customer journeys and deliver more personalised experiences in campaigns, offers and messages across all channels.• Responsible for the development and implementation of innovative customer engagement strategies and digital marketing campaigns.• Responsible for managing the customer experience function and ensuring that high customer experience levels are maintained.• Optimize customer insights and surveys through the Wholesale data base.• Provide insights that will inform the customer lifecycle management.• Integrate other customer research and customer satisfaction results to obtain 360-degree view of the customer.• Develop a marketing-leading data segmentation model which will enable Wholesale to segment customers based on their transactional behaviour in order to determine an optimal segment strategy.• Prioritise target segments for acquisition campaigns and identify high value customers early.• Manage customer buying behavior and identify opportunities for upsell and cross-sell.• Serve as the strategic research partner to the Wholesale Executive and Merchant teams• Produce analysis strategies and plans for projects.• Integrate external sources of information regarding the environment into all levels of research.• Ensure relevant insights are fed into the advertising and promotions process as well as the marketing operations process.• Understand and establish trends available in the market to inform strategy.• Provide business intelligence data, information and non-financial reports for Wholesale.• Manage requests for data and reports.• Manage business intelligence data sources. Show less

Durban Area, South Africa

-Improve business strategies, efficiencies and capabilities through business analysis planning and monitoring, elicitation and collaboration, requirements lifecycle management, strategy analysis, requirements analysis and design, and solution evaluation methodologies pertaining to Supply Chain, Ecommerce and Marketing.-Build and support business relationships and KPIs by designing sustainable and quality centred business requirements, and encourage build-for-the-future system… Show more -Improve business strategies, efficiencies and capabilities through business analysis planning and monitoring, elicitation and collaboration, requirements lifecycle management, strategy analysis, requirements analysis and design, and solution evaluation methodologies pertaining to Supply Chain, Ecommerce and Marketing.-Build and support business relationships and KPIs by designing sustainable and quality centred business requirements, and encourage build-for-the-future system principles.-Maintain Business and IT Processes related to Online Purchases, Order Maintenance, Cancellations, Returns, Billing, Pricing, Product Catalogue, Master Data, Merchandising, Store Logistics, DC Logistics, Courier Interfaces, Stock Networks, Article Ranging, Data and Reporting, Customer Base Maintenance, Marketing Interactions, Customer Segmentation, System Integrations, Ways of Working, Production Support, and Vendor Relationship Management.-Manage projects from inception to implementation and coordinate internal and external resources to ensure project timelines and budgets are adhered to.-Proactively analyse, research and develop system designs and business processes fit for industry.-Create test scripts, scenarios and material to verify and validate system specifications.-Ensure effective training to trainers and business users by creating accurate training material and facilitating sessions for new business system and process implementations. Show less

Durban Area, South Africa

-Optimise business production using LEAN Six Sigma and LEAN Manufacturing analyses.-Design and implement data points to enable KPI reporting across SKUs and factories.-Present regular progress, findings and recommendations reports to senior management to address root causes.-Catalogue operational processes and procedures.

Johannesburg Area, South Africa

-Modelled, extracted and depicted client service and sentiment data by means of descriptive, diagnostic, predictive and prescriptive data analytics methods to provide group stakeholders with statistical insight in a quantitative and qualitative manner appropriate to their business.-Collaborated with various departments nationally to facilitate, coordinate and contribute to Business Requirements Specifications, Quality Management Plans, Requirements Packages, User Testing, and Incident… Show more -Modelled, extracted and depicted client service and sentiment data by means of descriptive, diagnostic, predictive and prescriptive data analytics methods to provide group stakeholders with statistical insight in a quantitative and qualitative manner appropriate to their business.-Collaborated with various departments nationally to facilitate, coordinate and contribute to Business Requirements Specifications, Quality Management Plans, Requirements Packages, User Testing, and Incident Management artifacts.-Managed and participated in a range of short- and long-term projects ranging from new software design and implementation, user experience (UX), creation of call desks, ad hoc risk and regulatory task teams, subject matter training and relevant recruitment.-Developed and documented the functional, activity and task level processes for service resolution and customer experience measurement areas to reduce activity times as well as legal and regulatory risks.-Liaised with product owners, channel owners, marketing and legal to design client survey campaign questionnaires, survey parameters for telephonic, SMS and email execution across customer journeys.-Administered department’s operational and technology transfer pricing expenditures below CAPEX targets.-Designed and maintained performance score cards for managers and staff leading to effective monitoring to drive performance improvements.-Product and Channel experience: Home Loans, Personal Loans, Vehicle Finance, ATM, Digital Banking, Credit Card, Investments, Current Accounts, Savings Accounts, Relationship Banking, Contact Centre, Branch Networks, and Integrated Channels.-Regulatory experience: AML, FICA, TCF, CPA, PEP, FATCA, NCA, FAIS, POPI and OBS. Show less

Durban Area, South Africa

Client Experience

Durban Area, South Africa

Client Service Support

Durban Area, South Africa

Private Bank Contact Suite

Durban Area, South Africa

Home Loans Contact Centre

Durban Area, South Africa

Home Loans Contact Centre

Amanzimtoti, Kwazulu-Natal, South Africa

Durban, Kwazulu-Natal, South Africa

National Diploma, Industrial Engineering

National Diploma, Mechanical Engineering

Advanced Ba Programme, Business Analysis

Bachelor Of Science (Bsc), Statistics And Physics

National Certificate, Business Analysis

Short Course Certificate, Data Analysis, 92%

Data-Driven Decision Making Business Fundamentals; Research Question Design; Data Structuring; Statistical Analysis; Data Interpretation.

Data Science Professional, Data Science

R Basics, Visualization, Probability, Inference Modelling, Productivity Tools, Machine Learning, Data Wrangling, Linear Regression.