Correctly, safely, and efficiently locate underground utilities, including telecommunications, electricpower, cable TV, gas, water, and sewer systems to reduce and eliminate damages.Thoroughly search for underground utilities in a designated area, accurately marking the location,completing the necessary documentation, and photographing each locate.

• Acted as the voice of the customer and advocate for their needs. • Set and defined long-term Product Development Process - Product vision, strategy and roadmap for the PnP e-commerce channel.• Communicated strategy to all the relevant participants and stakeholders.• Ensured the products supported the company’s overall strategy and goals.• Building business cases for new products, improving existing products and looking for new business opportunities – to drive innovation, using Agile Methodologies.• Collaborated with development/engineering, operations, marketing and support teams to ensure revenue and customer satisfaction goals were met.• Oversaw the following areas of the online business – Search, Product Discovery, Personalization, Recommendations, Checkout and Payment Solutions, Logistics/Delivery Fulfillment and Site Performance, CMS, PIM, Merchandising, Product Data, Master Data & Ad Hoc requirements.• Release management/planning and Support/BAU stream management and prioritization.• Drove product goals and business-planning processes across cross-functional teams.• Analyzed new ideas, consumer needs, market trends, and potential partnerships from an ROI.• Drove execution of all product lifecycle processes for products, including consumer/product research, market research, competitive analysis, planning, positioning, roadmap development, requirements development, and product launch.Achievements:- Launched a new Angular commerce site within 18 months. - Successfully led and delivered a first-of-its-kind AI and ML personalized product search and discovery solution using Constructor.io – launched 31 January 2022 (first in South Africa).- Improved search conversion rate by 4.5%- Reduced no results pages to almost zero.- Reduced page speed load times by 30%.

I was tasked to look at our Search capabilities – both SEO and SERO (onsite search engine result optimization) and onsite search, product discovery and merchandising, to drive performance and functionality improvements. This included Business as Usual & Ad Hoc Projects.• Drove conceptualization and execution of traffic and SEO/SEM initiatives and fixed the basics.• Understand traffic generation and how our analytics, operations and tech teams could help deliver value (GA, GTM, Paid and Organic Search, Social, Mobile, SOLR website search etc.).• Identified key strategic opportunities for our search channels (e.g. page features, content, search refinements, SEO, new functionality etc.) and converted them into user stories.• Owned the product vision and maintained a prioritized feature backlog based on business value, aligned with the channel strategy, and resource capacity.• Defined the product roadmap and delivery of prioritized features, ensuring they met the appropriate requirements and delivered business value, using Agile Methodologies.• Used data and analytics to create new insights into our value generation and decision-making.• Collaborated with internal teams and business units (Content, UX, DEV, Marketing, Operations, Loyalty) to align initiatives and requirements with search product development.

Due to a pressing business need, I shifted my focus to our Customer - Customer Services, Loyalty, Retention, Customer Experience and Satisfaction. - Set up plans and processes to improve the Customer Service capability for the e-commerce channel (from website Customer Support, to how stores, Fulfillment Centers, Logistics and customers interacted with the Call Centre and each other).- Managed high-level escalations and employed quick problem-solving actions to reduce complaints.- Represented the Voice of the Customer concerning Service delivery and interactions.- Reduced the number of customer interactions by ensuring improved information flow and first-time call resolution.- Delivered quality service levels and standards in line with customer expectations and business targets.- Promoted and advocated Service Excellence throughout the business by sharing feedback and vision. - Oversaw general customer relationship management for the channel, including loyalty, and CRM.- Developed and implemented a customer service policy and KPIs for the online channel.- Implemented and measured customer satisfaction and improved services using Net Promoter Scores (NPS), surveys and customer feedback through email, calls, chat and social media.- Managed a dedicated team of customer service staff and support staff at the call centre, including KPIs and performance tracking.- Provided regular reporting and trend analysis based on customer sentiment and BI data.- Managed the refunds and returns process, ensuring quick turnaround times.- Implemented customer journey improvements and new UI features to minimize customer friction.

I was initially employed to head up the eCommerce sales division of Pick n Pay, one of South Africa’s leading grocery and general merchandise retailers (a listed multi-national company), with over 1300 stores. - Directed the e-commerce sales division's efforts to enhance online performance, achieving sales growth and profitability targets by developing strategic plans that improved website conversion, optimized product and pricing strategies, and broadened the customer base;- Managed and owned all aspects of the ecommerce channel - Development, Pricing, Marketing, Merchandising, Innovation, Customer experience, Checkout, Payments, Taxonomy, Personalization, SEO and analytics, Account management (registration and login), B2B, Fulfilment and delivery, Masterdata and visibility, Search and navigation, Reporting, PIMs, CMS and Backend systems,Concurrently assumed the role of Product Owner as part of a bigger Digital Step Change project which started in 2015.- Oversaw the development and execution of the digital transformation project to enhance customer experience and expand the eCommerce platform to ensure conversion, growth and scalability.- Managed the product roadmap and backlog, aligning with Agile methodologies to enhance the customer online experience and prioritized the integration of new features and functionality.Achievements:- Successfully implemented and delivered a revamped and improved website using the Hybris ecommerce platform (SAP Commerce) in September 2017 (18-month project), on time and within budget.- Drove 30+% growth in YoY sales.- Achieved Sales targets regularly.- Launched several successful Black Friday campaigns which saw online as the highest turnover store within the PnP Group.- Launched a B2B website with a dedicated assortment and product lines.

- Managed the day-to-day operations of the site, including responsibility for customer services, customer call centre, risk management and fraud prevention, staff management and HR functions - recruitment, training and KPIs, maintenance of office infrastructure/support and attended to all legal and compliance matters (regulatory, civil & criminal proceedings, statutory, trade mark protection etc.). - Implemented new features and functionality built for the site to improve the overall customer experience, boost sales and increase ROI. - Ran the marketing and business development for the Coins and Notes Collectables category (consistently a top 3 performing category) being responsible for the growth of the category. - I managed and maintained seller and buyer (community) relationships and moderated/participated in the very active community forum. - Helped grow the business into one of South Africa's largest leading eCommerce sites and the continent's foremost online marketplace.- Grew a Customer Support & Fraud team from the ground up (from 2 to 35 staff).- Managed operations that drove up to 120% YoY turnover growth.- Managed the Coin category (3rd highest performing category - turnover and advertising revenue).- Successfully investigated and prosecuted fraudsters and recovered almost R1.5m on a single case.- Helped bidorbuy maintain a top 20 traffic ranking locally.- Implemented and managed Nanorep (an AI-driven self service tool/widget for customers), which drove down call volumes and enabled self-help for users on the platform.- Built lasting relationships with regulatory and compliance bodies, the SA Reserve Bank, Microsoft and many others.

I was responsible for managing the day-to-day operations of the Exclusive Books digital channel -- Growing sales and order volumes.- Managing the P&L, Budgeting, resources.- Managing the dispatch warehouse, inventory management and stock takes.- Logistics and fulfilment management - shipping, delivery, Click n Collect, IBTs. - Managed the website B2C & B2B daily operations - performance, loss prevention- Led the online marketing, advertising and SEO efforts, set up and ran promotions.- Stock acquisition and sourcing. - Managed the technology & IT resources, software development and web feature enhancements. - Collaborated closely with the Loyalty, Development, Marketing and Ops teams to achieve strategic goals and business KPI's.- Represented the ecommerce division at the EXCO level.Achievements:- Consistently delivered 15%-20% average growth in GMV/sales annually. - Reached monthly sales targets within the first 12 months - a first for the online division since employment.- Launched a new and improved website in 6 months (on a very limited budget). Improved conversion rates and reduced checkout friction.- Streamlined the Click n Collect and delivery processes (reduced delivery times by a minimum of 2 days per order and improved operational efficiency).- Reduced overall operating costs and introduced cost savings in our Fulfillment and Logistics model by 5% to 10%.- Negotiated preferential reduced shipping rates with logistics partners and postal service, turning it into an additional revenue stream.- Introduced BOGOFs, Combo and discounted deals for channel-specific campaigns.- Introduced the ability to purchase gift cards, vouchers and new products like DVDs online, adding an additional revenue stream.- Conceived and managed several large online book launches and promotional sites - e.g. Harry Potter.- Helped land a large bulk book order with the HARPO Foundation for disadvantaged/underprivileged school children, helping achieve target early.

THIRT.com was South Africa's first online escrow service, providing a safe and secure means of trading online. I was responsible for the start-up's day-to-day operations, including sales, P&L, risk analysis, security and fraud prevention, customer service, accounts and finances, technical development etc. Successfully partnered with SETCOM Payment Solutions, to launch an eCommerce solution for online payments for small and medium online businesses. It was start up business which I managed to grow successfully within 3 years from inception. Achievements:- Increased turnover from zero Rand to R500 000 p.m.- Entered into a JV with SETCOM to bring eCommerce services to SMEs using an Escrow model.- Reduced operating costs such as hosting, office expenses by 60%.- Launched the first Software Escrow service in the country.- Helped reduce fraud on online marketplaces, B2B and B2C transactions (preventing Millions of Rands in fraudulent transactions).