Building the Customer Success function at Roadie.

I was the founding Chief Operating Officer at Snaplet, where I worked on everything outside core engineering - documentation, marketing, operations, customer support.

I led and managed a team of Customer Success Managers (CSM) who support our Conversational AI SaaS offering. We also offer UX/Service Design and Software Development services to our clients, and our team of CSMs also drive the delivery of these digital initiatives at a variety of international Blue Chip clients. We work with several of the most valuable brands in EMEA in the Retail, Finance and Telecommunications sectors, delivering solutions at scale that impact millions of their users… Show more I led and managed a team of Customer Success Managers (CSM) who support our Conversational AI SaaS offering. We also offer UX/Service Design and Software Development services to our clients, and our team of CSMs also drive the delivery of these digital initiatives at a variety of international Blue Chip clients. We work with several of the most valuable brands in EMEA in the Retail, Finance and Telecommunications sectors, delivering solutions at scale that impact millions of their users monthly.In this role, I was responsible for establishing the Customer Success function to support our SaaS product offering. I recruited our initial team of CSMs, and developed all the Customer Success functions including training, onboarding and operational processes for the team. Since the team's inception, we've scaled our CSM headcount significantly to support our SaaS product's growth, delivering three consecutive years of triple digit ARR growth while consistently achieving or exceeding all quarterly KPIs related to CSAT, NPS and MRR. Show less

Development and implementation of a holistic digital strategy to guide the digital roadmap for MTN across responsive web platforms, mobile self-service applications, digital customer service channels, social media, and paid media.Launched the MTN Veneer, a responsive digital platform that consolidated the fragmented MTN ecosystem into a single landing page to drive lead generation and provide an improved customer experience. Resulted in a 200% increase in traffic, 58% increase in leads,… Show more Development and implementation of a holistic digital strategy to guide the digital roadmap for MTN across responsive web platforms, mobile self-service applications, digital customer service channels, social media, and paid media.Launched the MTN Veneer, a responsive digital platform that consolidated the fragmented MTN ecosystem into a single landing page to drive lead generation and provide an improved customer experience. Resulted in a 200% increase in traffic, 58% increase in leads, and 63% improvement in user engagement over the previous homepage, while improving media spend efficiency by an average of 50%.Developed the business case and subsequently relaunched the MyMTN App with a dedicated Agile team (the first and at the time, only, Agile team at MTN SA). Strong product stewardship and integrated marketing efforts lead to a growth of monthly downloads by 200%, monthly active users growth of 275%, and monthly revenue growth of 250%.Developed business case, KPIs, and team structure to support a fit-for-purpose digital channels team at MTN. Show less

As the Business Unit Director at Praekelt I'm responsible for directing the overall strategy and operations of our anchor telecommunication client.

As Head of Digital Strategy I was responsible for overseeing the strategic outputs of a team of Praekelt digital strategists who worked on a variety of Blue Chip clients.I was responsible for managing the day-to-day activities of the team, recruiting, training, and growing our digital strategy team, and being an evangelist for for the Praekelt digital strategy offering to current and prospective clients. I was also responsible for offering strategic guidance to Praekelt itself… Show more As Head of Digital Strategy I was responsible for overseeing the strategic outputs of a team of Praekelt digital strategists who worked on a variety of Blue Chip clients.I was responsible for managing the day-to-day activities of the team, recruiting, training, and growing our digital strategy team, and being an evangelist for for the Praekelt digital strategy offering to current and prospective clients. I was also responsible for offering strategic guidance to Praekelt itself, and during this time lead the digital transformation at Telkom, which ultimately lead to the consolidation and launch of the consolidated Telkom digital ecosystem. Improvements implemented under our digital transformation initiatives lead to an 800% annual increase in leads generated, and triple-digit revenue growth from digital channels year-on-year, while improving media spend efficiency and ROI. Show less

I worked with brands to understand how they add value to their customers' and clients' lives, and developed business strategies that made use of digital channels to more efficiently and more profitably connect them to their customers.I solved strategically meaningful business challenges with carefully considered digital solutions. Research, consultation and engagement with stakeholders and users, strategy development, wireframing, user personas, user journeys, UI/UX, content strategy… Show more I worked with brands to understand how they add value to their customers' and clients' lives, and developed business strategies that made use of digital channels to more efficiently and more profitably connect them to their customers.I solved strategically meaningful business challenges with carefully considered digital solutions. Research, consultation and engagement with stakeholders and users, strategy development, wireframing, user personas, user journeys, UI/UX, content strategy, digital marketing, and project scoping were all key outputs in driving the digital business transformation. Show less

Responsible for the planning and writing of high-level strategic digital content such as microsites, emailers, mobile applications, and internal communication campaigns for large, listed enterprises.Developed content strategies and digital platforms to disseminate Integrated Financial Reports with the purpose of reaching high value audiences such the media, investors, regulators, and financial analysts.

Oversaw the top-level and operational strategic digital activities at the agency. This included the operational management for a variety of digital projects including brand content development, iOS application development, website development, content production, creative design and digital media communication.

Managed a team of designers, developers and content creators producing digital media content and applications to support the strategic business objectives of Uppercase Media. Responsibilities include managing the design and development process across a variety of tactical digital executions as well as the commercial side of the business.

Writer and journalist producing tech-related content, news and reviews, as well as editorial responsibilities such as the thorough proofing of content and content development.

Managed the digital content and business strategy for Prophecy.co.za, a South African technology and gaming website.