eCommerce build-outDigital content management

Develop customer-centric marketing capabilities enabled by omni-channel technology platforms.

Manage the end-to-end technology platforms of our mobile field sales force, as well as the support and enhancement of reporting, analytics and communication tools through which information is channelled to our commercial division. The objective is to build a more effective sales organisation that can operate independently of traditional brick-and-mortar infrastructure, by engaging class-leading technology and operational processes that integrate seamlessly into daily routines and ways of working.

Quality assurance of call centre operations to ensure compliance to customer standards and legislative requirements.

Consulted to blue-chip corporates exploring outsourcing their call centre operations. Role encompassed the development of an outsourcing business case, proposing the most appropriate transition model, developing a transition blue print and documenting best-practice SOPs, delivering exec feedback on findings. Clients included MTN SA, African Bank, Virgin Money, Johnson & Johnson.Project Management and Transition services of companies who have decided to outsource their call centre operations. Clients include MTN SA, Absa Bank, Barclays Bank UK, British American Tobacco.