Dubai, United Arab Emirates
Leading transformation, change integration and turnaround in technology businesses. Twenty years experience driving organisational transformation towards high quality customer outcomes across operators, in multiple markets.
Led the design and implementation of Celcom’s end-to-end Digital transformation, from a legacy telco to a truly customer first, Digital organisation. Built the Digital division (65+ FTE and 7 suppliers), strategy and GTM product development process, with a focus on forming teams, capability development, agile metrics, tools and process transformation. Organised and integrated business and technology teams for fast flow, underpinned by continuous improvement and a relentless focus on quality. Reduced lead time to market from 3 months to 2 weeks. Developed the most popular mobile app in the Malaysian telco market, scaled to number 1 customer touch-point in Celcom within 18 months. Re-built celcom.com.my into the country’s most visited telco website.
Responsible for driving Vodacom’s Africa OpCo transformation towards customer-centricity, focused on core Digital interactive experiences across all channels. Single accountability for driving Vodafone Group’s global CXX programme into Vodacom’s African OpCo markets.
Responsible for digital organisation governance and commercial delivery at Vodacom. Driving data centric approach to digital marketing, omni-channel conversion and sales, fulfillment, service, support, engagement and retention. Deliver sales and retention volumes and value targets for B2C and B2B. Measured by channel ROI, Online customer experience (NPS) and Online service usage versus offline. Focus on identifying and tracking business performance of the Online channel through ROI dashboards and driving necessary change through all Online customer touch points to improve customer experience. Responsible for Online finance control for KPI's/OPEX/CAPEX and profitability.
Responsible for retention, loyalty, up sell and cross sell across online channels. Identify value creation opportunities in the customer lifecycle process. Leverage marketing technology to deliver revenue returns across channels.
Database marketing. Defined key performance and customer insight requirements for Vodacom content services. Translated CRM strategy into top line customer communications to drive content revenue targets.