I will oversee various functions including Logistics, Operations, Customer Success, Customer Support, GTM Strategy, and Program Management.Logistics & Operations: Enhancing our platform’s efficiency and scalability to meet the growing demands of emerging markets.Customer Success & Support: Ensuring our partners receive unparalleled service and support, driving their success and satisfaction.GTM Strategy & Program Management: Crafting and executing strategies to improve our reach, digital adoption, strengthen our market position and deliver impactful solutions.My goals remain to revolutionise the FMCG supply chain across the dynamic markets of Africa and LATAM, bridging the gap between Brands, Distributors, and Retailers.

• Leading a wide range of projects including; Sales Strategy implementation, Customer and channel strategy, Customer experience design, New service capability design and other operational transformational programmes• Own the revenue targets for RedCloud by implementing metrics, systems and operations tailored to optimize Revenue• Drive execution excellence for Key strategic initiatives for the business pivoting around driving Digital adoption, Product awareness & Retail Growth (Distribution) for target customers across Marketplace and Digital.• Define what good looks like for customer service, and where new technologies, channels and approaches are taking customer service in the future.• Leading multiple internal Continuous improvement projects, liaising with customers throughout the entire solution delivery lifecycle• Plan, develop and manage strategic partners to help accelerate our innovative GTM approaches across markets, leveraging emerging technologies and best practices in e-commerce, trade scheme design, digital marketing, and sales automation.• Customer Retention: Develop and execute Customer Retention programs, including personalized communication, loyalty rewards, and customer-centric initiatives. Analyze churn patterns and implement strategies to mitigate customer attrition.• Stakeholder Collaboration: Collaborate with internal teams, including Product, Sales, Marketing, and Operations, to align customer experience strategies with overall business objectives. Act as a customer advocate within the organization.

Ownership of the Customer experience, including internal guidelines, systems, processes, policies and governance on Customer Relationship ManagementIdentify upsell and cross-sell opportunities through Customer relationship managementOwn and implement the Customer Engagement frameworkSet the quality strategy, delivering targeted training and evaluations to the teamAccountable for customer experience results, to ensure client expectations are exceeded and our standards are upheld throughout the entire client lifecycleReflect the values and collaborative culture of the business both externally and internallyImplement Business reporting metrics across the customer experience function

I pivoted into a new role within the Strategic Initiatives arm of the organization to identify new business opportunities and lead the digital transformation journey. This role centered on creating sales conversion strategies, implementing innovative digital tools, Trade Scheme governance and creating Loyalty programs for Customer groups.➥Led the Digital Transformation journey with an order-placing app for Dealers & End Users which used historical data and customer profiling to increase throughput per customer. The project resulted in Increased online ordering by 10% & range selling by 3%. The overall cost to serve was reduced by ~3%➥Spearheaded the opening of over 50K in new businesses over two years which resulted in increased outlets for products to be sold and ultimately increased sales revenue, which accounted for approximately 3% of annual revenue. ➥Implemented a Loyalty program that improved customer experience, generated loyalty-based referrals, and subsequently allowed for greater data gathering and analysis. ➥Implemented CRM within the organization, which was used to house data for an existing 10MM users and successfully allowed for attainment of 30K new dealers, accounting for a 35% contribution to the incremental revenue.

Description: I created the customer experience department within the organization with a departmental goal of improving the full customer experience journey. In addition, I developed strategies that outlined the customer journey and identified potential interventions for typical pain points that would affect customers. I worked closely with key stakeholders both internal and external, including the Chairman, the Chief Customer Officer, and third-party dealer partners.➥ Reviewed and analyzed complex customer and purchasing data which resulted in successfully identifying key purchasing trends and outliers. This was applied for a major revamp of the End User Loyalty Program and a 10% tertiary sales conversion.➥ Generated an innovative communication plan targeted toward smaller dealers which grew revenues by 3x in addition to implementing an outbound calling program that supported dealers. ➥ Grew the customer service division from two to over 150 people which required the creation of appropriate infrastructure, systems, and call center policies/best practices.

Description: I was promoted from the Credit and Collections department into Customer Service - a much larger team which included managing Contact center operations with over 1,000 indirect employees. In this role, I reviewed current processes, facilitated team development and cultivated an engaging work environment. I was also part of the core team for the SIEBEL CRM transformation & the transition from CSAT to NPS for the organization.➥Increased customer satisfaction scores from 70% to 85% by streamlining current processes and ensuring all employees were provided effective training. ➥Played a lead role in planning and implementing several new processes, including upselling, which ultimately became a core business function across all customer service interactions. ➥Converted Customer Service from a Cost function to a revenue function using Upselling at all touchpoint interactions.

I was hired into a hands-on and highly collaborative role as a Sr. Executive of Credit and Collections and was subsequently promoted to Assistant Manager and Deputy Manager due to exceptional performance and high levels of success. ➥ Created and executed the transformation of Contact Center operations for the first and second bucket of collections from manual dialing to a Predictive Dialer setup (Aspect) resulting in improved productivity by over 50% and decreased Cost to Serve by over 30% annually for Vodafone.➥ Developed a successful dialing strategy that centred on both segmented allocation and the dunning approach which introduced the ability to process collections without direct interactions. ➥ Oversaw new customer onboarding, welcome strategies, and the customer verification process in addition to leading the inaugural bucket collections process for the organization.

Was part of the first batch of Amex UK team working in a blended Contact Center Operations team managing interactions for Customer Service and Collections