Kudzai Mapfinya Email & Phone Number

Johannesburg, GP, ZA

Johannesburg Metropolitan Area

Cape Town, Western Cape, South Africa

• _Customer Success Strategy_
• Develop and execute a comprehensive customer success strategy for outbound marketing services, aligning with the company's vision and objectives._Customer Engagement and Relationship Management_
• Act as a trusted advisor to clients, offering strategic insights and recommendations for optimizing their outbound marketing efforts._Team Leadership and Development_
• Lead and mentor a high-performing Customer Success and SDR Teams, providing guidance, coaching, and professional development opportunities._Campaign Performance Analysis_
• Analyze outbound marketing campaign performance data to identify trends, opportunities, and areas for improvement._Customer Advocacy_
• Serve as the voice of the customer within the organization, advocating for customer needs, feedback, and concerns._Metrics and Reporting_

Cape Town, Western Cape, South Africa

• RoomRaccoon is a Hotel Tech Software company operating in over 50 countries across 9 territories. Role OverviewOwn the executive and strategic level of all global customer operations and services including Customer.
• Serve as member of the Executive Senior Leadership Team
• Oversee a team of 20+ service personnel
• Implement actions to address customer pain points and processes to enhance customer experience
• Ensure operational excellence is delivered through good stakeholder relationship management with internal and external parties.
• Lead the development of the strategy and policies for Customer Operations

Cape Town, Western Cape, South Africa

• _Role Overview_Overall responsibility for the development, performance and maintenance of the Customer Support and Customer Success departments in all global territories of the organisation. Ensuring that quality of.
• Direct and manage all the customer service activities
• Manage and monitor the overall performance of the customer services team in all global territories.
• Support and assistance between customer services department and rest of organisation
• Improve mechanisms for surveying and measuring customer satisfaction
• Develop plans for customer services activities to include customer management to achieve satisfaction targets.

Johannesburg, Gauteng, South Africa

• _Role Overview_
• Team Perfomance
• Team Management
• Responsible for creating and maintaining a global customer success team, creating a culture of partnership, and leveraging data to continuously improve.
• Optimizing the Customer Journey
• Reduce churn and driving retention through greater advocacy and referenceability

Johannesburg Area, South Africa

• Role Overview: _Management_
• Oversee both the Technical Support Department & Services (Managed Services /Template Design) Department
• Overseeing and assessing customer experience staff activities, and providing them with regular performance-related feedback.
• Responsible for managing, coaching and mentoring the support team.
• Responsible to ensure that SLA’s are met and quality are reached and maintained.
• Work with the client service manager to implement service delivery requirements.

Houghton, Johannesburg

• Role: Overview
• To manage and grow key enterprise accounts
• Managing and retaining existing clients as well as new clients
• Gaining a clear understanding of customers' businesses and objectives
• Assisting with recommendations on email marketing strategies and best practices
• Assisting clients on the best way of achieving objectives using the features in the product

Johannesburg Area, South Africa

• Role Overview:
• Developing relationships with existing corporate clients of Legal and Tax Services
• Developing relationships with new clients who join Legal and Tax on a group scheme basis
• Involvement in Induction within new corporates signed to the scheme
• Trainer to existing and new staff on the group benefit product specifications
• Assistance with product development and innovation. Additional Responsibilities:

Johannesburg

• Role Overview:
• Maintaining the revenue growth of each account ensuring they remain in line with\ annual targets.
• Manage and provide assistance in managing or maintaining accounts of strategic clients.
• Develop relationships with key account clients; ask for their feedback and provide feedback to the branch units for purpose of enhancing the quality of service.
• Provide assistance in the service provided by the branches, determining the areas of improvement and maintaining service level agreements.
• Cross-selling of bank products by conducting reviews on clients’ accounts on regular basis to evaluate clients’ needs and determine types of additional services/products.

Post Graduate Diploma, Corporate Governance, With Distinction

Coaching Skills For Todays Leaders

Diploma In Digital Marketing - University Of Stellenbosch Business School

Bachelor Of Business And Commerce, Marketing And Management