Wayne Leverton Email & Phone Number

Cape Town, Wc, Za

London, London, Gb

I lead operational transformation and excellence at AnyVan.com, a high-growth scale-up undergoing internationalization. My key objectives include reducing service costs, enhancing marketplace performance and customer experience, and building operational capabilities

Cape Town, Western Cape, Za

Ownership of digital growth and results, including cost of acquisition | Leadership of the digital transformation and strategy.Delivery of digital growth targets / P&L | Performance marketing, ensuring ROI for online marketing spend | Head of product (agile) for digital on-boarding. | Lead & principal of new customer originations platform, implementing FICO © platform. Development of value-cases, products and operational models related to customer on-boarding optimization with the objective of improving CX and conversion, whilst lowering cost-to-acquire..

Cape Town, Western Cape, Za

Accountable for delivery of the growth-plan and CPA targets for the national retail stores channel (then ~60% of enterprise new business) as well as channel P&L. | Approximately 350 people & 400 stores. | Risk & compliance management. Development and execution of marketing and service initiatives, strategic and tactical, including ownership of channel digital projects intended to transform the customer experience and increase sales and conversionCore member of the growth team providing input into marketing, acquisition and service strategy and initiatives, across the enterprise. High level of collaboration with retail leadership in respective of the financial services agenda.

Cape Town, Western Cape, Za

Tasked with embedding a customer-led culture through the evolution and implementation of a CX measurement framework and methodology. Leading operations research initiatives to inform strategic priorities across retail and online formats. Development of data model.Responsible for contact centres (retail and online) and in-store service policies and process.Commercial and operational ownership of existing value-added services for example gift cards and development of business cases for investment consideration.

Cape Town, Cape, Za

Takealot is South Africa’s largest online retailer. I was transitioned into the Takealot EXCO in early 2015 following the merger between Takealot and Kalahari and was a member of merger Steerco tasked with the oversight of integration of operations. I was responsible for leading customer service strategy and operations within the business, including the management of the Groups respective contact centres: Takealot and Mr D (aka Mr. Delivery).Leadership of customer-service strategy and operations, including the management of the Groups respective contact centres (headcount = ~350). Leadership of 5 CS Ops managers, HR manager and Training & Development manager.Design of department structures, operating model, and setting department objectives and targets.Ownership of CRM ecosystem (Zendesk) and service capabilities.

Kalahari.com is South Africa’s largest online retailer. I was part of the operational leadership responsible for leading the customer service strategy and operations within the business.

Cape Town, Western Cape, Za

Digital Outsource Services is part of one of the world’s largest online gaming and sports-betting businesses, serving European, North American, South American and Australasian markets. Responsible for developing and executing customer service strategy, and for implementing systems and processes to drive continued improvement of performance against targets and objectives.Establishment of departmental vision, policies, goals, objectives, and procedures. | Responsible for voice-of-customer analytical / insights framework. | Special projects related to systems, in particular CRM activity, customer acquisitions and service-workflow

Revolve Personal Advisors (Pty) Ltd. is an independent financial services brokerage involved in the direct marketing of risk and investment products through its outbound contact-centre.The principal function of this position was the effective leadership and operational management of the business’ outbound contact-centre, the sales function and the general day-to-day operational management of the businessFounder and shareholder. | Growth from 3 agents to 50 agents over 3 years. | 14,000 customers | Registered Key Individual with FSCA | Metropolitan Life's largest broker nationally (FY2009)

Master Of Business Administration (Mba)

Bachelor Of Commerce (B.Com.), Economics And Law

Education record