- Management of end-to-end promotions operations, by ensuring promotional execution from TFG brands and Bash.- Work cross-functionally across Bash and TFG stakeholders, in building a strong promotional workflow that scales.- Continuous Improvement of processes and procedures with the aim of minimizing errors that result in larger customer contact.- Feedback to Product and Engineering teams on tools and required improvements.- Reporting: Analysing and reporting on Key metrics- namely Conversion and Revenue, - Working with the data team to ensure accurate reporting is shared with the right levels. - Ownership of proposed promotional strategy and operating model across Bash and the TFG Brands.- Work with Merchandisers closely, gaining visibility, how can I engage in identifying opportunities to grow.- Working closely with the Bash Content team to help collate promotions for CRM and marketing push.- Curating and testing Bash promotions, assisting, managing and supporting UAT to the Product and Engineering teams.

- Identifying opportunities to improve all aspects of customer interactions through current channels and implementing new interaction capabilities via emerging channels of communication.- Communicating updates and potential guardrails to stakeholders, as well as providing context and details towards initiatives or projects from adoption to completion.- Providing technical and business requirements for enhancements mainly on Salesforce across the business based on operational requirements.- Set up, monitor, and maintain all system platform enhancements, that were mainly capable of Salesforce integrations; namely Salesforce Privacy Centre, Heroku, and Guru.- Platform focus: Providing technical requirements to the development and Salesforce Systems Specialists - for API integrations and installing software packages across Salesforce Privacy Centre, Salesforce, Mulesoft (main integration platform utilized), and Yoco Admin systems.- Mapping out and analyzing business processes and procedures to understand their strengths, and weaknesses to determine opportunities for improvements.- Documenting current processes, related policies, and operational procedures and processes for each communication channel (and keeping these up to date).- Monitoring customer communication SLAs, average time spent on attending to or resolving queries as well as other related data, as means to performing root-cause analysis for any exceptions.- Monitor the effect of each new system or process implementation done within the customer engagement space, across the entire customer journey.- Monitor intraday performance of contact volume and staffing levels; identify scenarios that require immediate real-time intervention and highlight recommendations- Provide insight to contact volume trends. Analyze, report, and communicate metrics such as CPH, AHT, and other critical customer engagement metrics.

- Utilizing ROI Tools to have a conversation with customers regarding the outcome of planned promotional activities.- Assisting in Identify various customer behavior and demand– by analyzing category performance per department, customer transactional data and Marketing Data (Conversion and Retention), and campaign data.- Monthly promotional planning and set-up for daily trade on the promotional calendar and manually setting up daily promotions on CMS.- Providing a weekly promotional/daily analysis, which Identifies trends from previous promotional activity to identify trade opportunities.- Channel-specific category analysis and strategy development to quantify the size of the prize and align/direct retail efforts.- Consulting with various Stakeholders on potential trade gaps and identifying opportunities to improve Departmental trade performance. - Fulfilling and managing ad-hoc promotional and analytical requests for stakeholders.- Facilitation of cross-functional working between Retail, Marketing, Product Managers, and Engineering.- Managing discount strategies (which also includes main offer campaigns such as Group Sale and Black Friday), in line with profit maximization and identifying the best approach to market customer offers.- Lead analyst in promotional/offer automation projects: Offer Optimization.

- Day to day operations: which include allocating workload to CC agents.- Supplying operational reports daily- Assisting Team Leader with Adhoc related tasks- Escalating IR related concerns/issues with Team Leader - Assisting Team Leaders with coaching and development- Assisting with customer related queries on social media pages (Facebook and Twitter).- Assisting Operations Specialists with warehousing and returns queries/issues.

Strong interpersonal skillsProblem AnalysisPlanning and OrganisingCustomer FocusAdaptabilityStress ToleranceVerbal and Written communication

- Copywriting (mainly email and online content for social media)- Graphic design for social project posters- Project manager for TutorX Social Project: Multi-Lingual Fam.- Delegate tasks to collaborators.- Planning and Organizing.