Henré Venter Email and Phone Number

Key Responsibilities and Achievements:- Drove success for flyp customers by overseeing all customers (200+) across various stages of their lifecycle, ensuring their needs were met effectively.- Owned customer success metrics and KPIs, consistently delivering outcomes to the Management Team, contributing to strategic decision-making processes.- Maximised customer engagement and retention by defining customer objectives with the Service Delivery Team, resulting in enhanced customer satisfaction and loyalty.- Orchestrated the onboarding process for new customers, collaborating with cross-functional teams to ensure seamless transitions and successful adoption product and service.- Acted as the customer's advocate, collecting and analyzing qualitative and quantitative feedback (NPS, CSAT), and closing feedback loops by sharing insights with relevant teams for continuous improvement.- Reported on Customer Account Health Statuses through regular account reviews, managing red customers by creating solution plans to address their needs effectively.- Led the development of the Customer Success Function, refining processes, and playbooks, while actively recruiting and nurturing talent to support company scaling efforts.- Proactively collaborated with the Product Team, facilitating feedback loops to drive product enhancements and improvements aligned with customer needs.- Managed the customer off-boarding process, ensuring a smooth transition and positive closure of customer relationships.

Key Responsibilities and Achievements: - Accountable for the training and direct management of 13 Client Success Agents and Account Managers, maximise productivity through ongoing performance monitoring and review- Execute HR policies including sickness/absence monitoring and reduction; conduct staff 1-2-1s and appraisals, implement performance improvement plans to enhance staff productivity- Orchestrate the delivery of numerous process improvements and increases in productivity to drive an improved NPS - Direct operational functions working in fast-paced environments with changeable priorities, demonstrating an adaptable approach to service delivery with the ability to mitigate obstacles while achieving key deliverables, KPIs and targets- Devise and execute operational and service delivery strategies to promote first class customer experience for all clients- Deliver cost savings of over 50% by spearheading remote hiring practices

Key Responsibilities and Achievements: - End to end management of the regional offices across Bath, Brighton, Bristol, South and East London, and Manchester- Achieved numerous successes in the role, including increasing NPS by 54%, CSAT's by 74%, and exceeded commercial growth OKR's-Delivered multiple service improvements, including streamlining solutions for internal communication workflows-Recruited, developed and managed a high performing team, continuously raised the bar and managed performance using best performance tools- Identified training and development needs through job analysis, appraisal schemes and regular 1-2-1s- Drove customer satisfaction through the implementation of long-term strategies which reduced customer churn and increased business growth - Selective focus on top earning customers whilst providing a softer touch on more part time clients have driven the success of the team

Key Responsibilities and Achievements:- Full accountability for the Cape Town operations to ensure optimal processes and growth- Assessed the strength of the supply chain network and devising practical and cost-effective solutions to streamline the process and achieve desired results which led to delivering cost savings of 50%- Redesigned the ground operations to ensure service level increase- Achieved recognition by maintaining 100 NPS score for six consecutive months- Applied commercial thinking to scale up Cape Town operations to the Southern Suburbs within two months of being in the role- Developed high-performance multi-disciplined teams driving knowledge growth and team engagement- Empowered teams to take ownership of their own deliverables, recognised successes and bridged capability gaps through robust performance management and competency development- Embedded compliance and quality controls across all operations in line with best practice protocols

Key Responsibilities:- Key member of the leadership team, tasked with directing ground operations in Cape Town by streamlining and delivering solutions to optimise operations in Cape Town for Houst- Recruited, managed and developed a team to deliver customer promises, through a variety of motivational and analytical techniques- Owned objectives setting, coaching and performance monitoring staff- Employed strong communication skills to establish relationships with key stakeholders, partners, and suppliers to build defensible assets in the city

Part of the core Houst team in South Africa managing the ground operations in Cape Town.My main objective is streamlining and creating hassle free solutions to optimise operations in Cape Town for Houst. Part of this would be to coordinate and manage an effective and efficient team to provide our guest with a 5 star experience.This includes:• Plan, resource and lead the contractor and supplier team to deliver on our customer promise (make it easy for our clients to host, deliver great value and build trust)• Cultivate relationships with key partners and suppliers to build defensible assets in the city.• Recruit, hire, support, and train new contractors to ensure optimal Houst operations.• Communicate with contractors and suppliers in real time of their work to provide support and enable them to always deliver a 5* standard and great maintenance to the homes we manage.• Improve processes to increase efficiency across the board, continuously validating your assumptions.• Understand the importance of tracking and hitting metrics set out by leadership• Assist with responsibilities in other international markets.• Motivate a team to reach set goals and objectives.• Continuously focus on process improvement.

Managing the key local and National accounts for CFS, these accounts combined generated a total of R35 million annually. My objective was to not only maintain these key clients but also to grow the portfolio in accordance with our annual growth projections.Some of my duties included:• Develop trust relationships with a portfolio of major clients to ensure majority market share• Acquire a thorough understanding of key customer needs and requirements• Expand the relationships with existing customers by continuously proposing solutions that meettheir objectives• Ensure the correct products and services are delivered to customers in a timely manner• Serve as the link of communication between key customers and internal teams• Resolve any issues and problems faced by customers and deal with complaints to maintain trust• Play an integral part in generating new sales that will turn into long-lasting relationships• Prepare regular reports of progress and forecasts to internal and external stakeholders using keyaccount metrics• Managing R 35,000,000 portfolio• Senior Mentor and decision-making role• Key account tele sales management

After not only achieving above average results in sales but also showing an increased skill in account management and building healthy business relationships with clients. I was promoted to the role of Senior Business Developer and included in the Client Success team where I took over a key account portfolio within 12 months of employment. - My main objective was to maintain our core clients and also growing our existing client base and maximising revenue for Zomato.- I was a senior member of the team which involved training and mentoring of juniors and assisting them in streamlining their daily tasks but also maximising their sales ability. I left Zomato to further my growth in account management, Shoprite offered me a position in which I would manage Checkers Food Service's biggest portfolio. This was a opportunity to not only grow my management skills but to grow my experience with a Corporate giant.

This was my first job in the formal job market, I achieved the targets set out by management and was best sales person in my area and signed multiple high valued clients. • involved in pitching and presenting at boardroom level. This includes presentations to HR (Human Resources) departments and required meticulous planning and proposal writing.• Main area of focus was to generate new leads with the aim of creating more sales.• Business Development involves scheduling appointments, preparing and delivering presentation to the client, having researched their business and requirements.• Worked on sales follow-up activities.• Maintaining customer relationships and ensuring customer loyalty through excellent customer service as well as meeting all client needs appropriate to their business, is a key role that I am familiar with• Worked as part of a team and closely with other departments within the organisation.