ANNEKé RENSCHI BORNMAN
Head Of Customer Onboarding
Johannesburg
Summary
Transformational leader with a passion for delivering exceptional and personalised customer experiences. With 25 years of experience in customer-facing roles, I possess a unique blend of strategic vision, technical expertise, and interpersonal skills to drive customer-centric solutions that drive business success.
Overview
28
28
years of professional experience
6042
6042
years of post-secondary education
2
2
Languages
Work History
Head of Onboarding
Corporate Traveller
Johannesburg
11.2022 - Current
- To spearhead the successful onboarding of new clients, ensuring seamless integration and high program adoption
- Build and developed a high-performing onboarding team, fostering a culture of excellence and exceptional customer experience
- Serve as the primary representative of Corporate Traveller, delivering a positive first impression and setting the tone for long-term client relationships
- Play a pivotal role in driving client success, from launch to ongoing program adoption, and consistently delivered exceptional results
- Manage High Touch (Tech) customers onboarding journey with all stakeholders (BDM, TM, TL, AL & Technology team)
- Completes onsite discovery on all client implementations ensuring accurate inputs are captured and proper expectations set with the client
- Develop implementation Project Plan aligned to agreed implementation requirements (traditional vs
- Online vs
- Blended)
- Acts as primary implementation point of contact and escalation point for project stakeholders including all internal stakeholders, clients and Third Party Suppliers
- Set up the required conference calls & meetings during the implementation process
- Manage client expectations in a professional & timely manner
- Build and maintain effective multi-level relationships with all clients
- Provides status updates by tracking and reporting key implementation progress
- Ensure Client satisfaction through follow-up, client responsiveness and thorough communication
- Maintains singular accountabilities for all aspects of the implementation process by holding all project resources accountable to the completion of tasks
- Provide weekly, monthly, quarterly and annual feedback to CT SWOT team
- Assist with developing brand retention strategy for all clients
- Provide feedback and reporting monthly on customer retention
- Develop relationships with all internal and external stakeholders to ensure collaboration in driving strategies
- Develop internal stakeholders on customer relationship management and provide tools/frameworks on use
- Develop, implement and monitor customer savings strategies & associated reporting
- Provide feedback on customer reporting and ensure all reporting suites are working effectively
- Monitor price models, minimum margins and nett profit margins
- Continuously conducts effective and accurate competitor market research and applies the information to increase market share
- Works with all senior stakeholders to understand pricing, product and recruitment variances to market and in so doing makes effective decisions to grow customers, people, teams, turnover, income and bottom line
- Builds good working relations with all 3rd party suppliers
- Manage Staff Performance
- Develop and train internal and external stakeholders
- Identify people development needs and ensure implementation of development initiatives
- Inspire others as a role model by embodying the organisation’s vision, strategy and values
- Attend joint meetings with team members
- Lead team to achieve targets
- Provide on-going coaching, development and mentorship to the Onboarding team
Head of Onboarding & Customer Success
Corporate Traveller
Johannesburg
03.2021 - 10.2022
Implementations Manager
Corporate Traveller
Johannesburg
04.2019 - 02.2021
- Manage the Customer Onboarding journey with all stakeholders (BDM, TM, TL, AL & Technology team).
- Completes onsite discovery on all client implementations ensuring accurate inputs are captured and proper expectations set with the client.
- Develop implementation Project Plan aligned to agreed implementation requirements (traditional vs. online vs. blended).
- Acts as primary implementation point of contact and escalation point for project stakeholders including all internal stakeholders, clients and Third Party Suppliers.
- Set up the required conference calls & meetings during the implementation process
- Manage client expectations in a professional & timely manner
- Build and maintain effective multi-level relationships with all clients.
- Provides status updates by tracking and reporting key implementation progress.
- Ensure Client satisfaction through follow-up, client responsiveness and thorough communication.
- Maintains singular accountability for all aspects of the implementation process by holding all project resources accountable to the completion of tasks.
- Provide weekly, monthly, quarterly and annual feedback to CT SWOT team.
National Head of Operations
XL NEXUS TRAVEL
Johannesburg
04.2018 - 03.2019
- Managing the operations nationally, in order to ensure operational effectiveness, efficiency and achievement of profitability in line with business requirements
- To coordinate operational activities of the teams and consultants to ensure highest levels of customer service
- To provide leadership and mentorship to all staff in order to motivate and instill a culture of performance and accountability
- In conjunction with the above, I’m primarily responsible for managing a dedicated online travel team accountable for supporting all OBT-related activities
- Also responsible for leadership and management of the Online Services Team, ensuring the continued development and customization of all online booking systems functions and features for online travel
Head of Sales, Marketing and Customer Relations
XL NEXUS TRAVEL
Johannesburg
01.2016 - 03.2018
- Streamlined sales processes, resulting in enhanced efficiency and increased productivity.
Business Development Manager
WINGS TRAVEL MANAGEMENT
Johannesburg
07.2014 - 12.2015
- Successfully implemented and end to end Online Booking Solution (AeTM/SAP) – 2nd Integration in Africa for Amadeus and SAP
- Corporate Account Portfolio Annual turnover of R 250 000 000.00 including accounts like McKinsey and Company South Africa and Nigeria, Pretoria Portland Cement, WSP Africa etc
Assistant Head of Operations
WINGS TRAVEL MANAGEMENT
Johannesburg
04.2013 - 06.2014
Team Leader Operations
WINGS TRAVEL MANAGEMENT
Johannesburg
07.2010 - 03.2013
Project Manager
SURE TRAVEL SAMBER
Pretoria
12.2007 - 04.2010
In-House Manager
MAGIC TRAVEL
Pretoria
01.2007 - 11.2007
After Hours Consultant
MAGIC TRAVEL
Pretoria
03.2006 - 12.2006
Senior Consultant
XL PROTEA TRAVEL
Johannesburg
05.2004 - 02.2006
Intermediate Consultant
TRAVELEADERS INTERNATIONAL
Johannesburg
11.2002 - 04.2004
Junior Consultant
Lynn's Travel
Johannesburg
01.2000 - 10.2002
Student (During School Holidays)
Lynn's Travel
Johannesburg
01.1997 - 12.1999
Education
Postgraduate Diploma (PGDi) - Leadership Development
University of Stellenbosch
Johannesburg, South Africa 10.2022 - 04.2023
Amadeus e-Travel Management Certification 15.2 Results - undefined
Amadeus e-Travel Management
RFP Master Product Training -
NFold
Writing Persuasive Proposals - undefined
nFold
Conduct Auditing, Coaching, Development and Implementation of ISO 9001:2000/8 Quality Management System -
IMS Consulting PTY [LTD]
01.2008 - 01.2009
Internal Quality Audit -
SAQI
How To Write Procedures, Work Instructions And ISO 9001:2000/8 Overview -
SAQI
Amadeus Conversion - undefined
Amadeus
Billing Settlement Plan [IATA] -
Development & Training Strategies
01.1999 - 01.2008
Galileo - undefined
Development & Training Strategies
Matric -
Jeugland Hoërskool
Johannesburg 01.1995 - 12.1999
Skills
Leadership and Management - Strategic thinking, Team Management, Coaching and mentoring & Change Management
Communication and Interpersonal - Customer-Facing Skill, Collaboration & Stakeholder Engagement
Operational and Technical - Process development, Project Management, Technical Skills & Data analysis
Soft Skills - Problem-solving, Adaptability, Emotional intelligence & Time Management
Industry Knowledge - Onboarding Best Practices, Customer Success & Industry Trends
Personal Information
- Gender: Female
- Nationality: South African
Timeline
Head of Onboarding
Corporate Traveller
11.2022 - Current
Postgraduate Diploma (PGDi) - Leadership Development
University of Stellenbosch
10.2022 - 04.2023
Head of Onboarding & Customer Success
Corporate Traveller
03.2021 - 10.2022
Implementations Manager
Corporate Traveller
04.2019 - 02.2021
National Head of Operations
XL NEXUS TRAVEL
04.2018 - 03.2019
Head of Sales, Marketing and Customer Relations
XL NEXUS TRAVEL
01.2016 - 03.2018
Business Development Manager
WINGS TRAVEL MANAGEMENT
07.2014 - 12.2015
Assistant Head of Operations
WINGS TRAVEL MANAGEMENT
04.2013 - 06.2014
Team Leader Operations
WINGS TRAVEL MANAGEMENT
07.2010 - 03.2013
Conduct Auditing, Coaching, Development and Implementation of ISO 9001:2000/8 Quality Management System -
IMS Consulting PTY [LTD]
01.2008 - 01.2009
Project Manager
SURE TRAVEL SAMBER
12.2007 - 04.2010
In-House Manager
MAGIC TRAVEL
01.2007 - 11.2007
After Hours Consultant
MAGIC TRAVEL
03.2006 - 12.2006
Senior Consultant
XL PROTEA TRAVEL
05.2004 - 02.2006
Intermediate Consultant
TRAVELEADERS INTERNATIONAL
11.2002 - 04.2004
Junior Consultant
Lynn's Travel
01.2000 - 10.2002
Billing Settlement Plan [IATA] -
Development & Training Strategies
01.1999 - 01.2008
Student (During School Holidays)
Lynn's Travel
01.1997 - 12.1999
Matric -
Jeugland Hoërskool
01.1995 - 12.1999
Amadeus e-Travel Management Certification 15.2 Results - undefined
Amadeus e-Travel Management
Writing Persuasive Proposals - undefined
nFold
Amadeus Conversion - undefined
Amadeus
Galileo - undefined
Development & Training Strategies
RFP Master Product Training -
NFold
Internal Quality Audit -
SAQI
How To Write Procedures, Work Instructions And ISO 9001:2000/8 Overview -
SAQI
Similar Profiles
Brei WilsonBrei Wilson
Corporate Travel Manager at Corporate TravellerCorporate Travel Manager at Corporate Traveller
Kayla JacobsKayla Jacobs
Senior Customer Success Manager at Corporate TravellerSenior Customer Success Manager at Corporate Traveller
Joel De BruinJoel De Bruin
Travel Manager at Corporate TravellerTravel Manager at Corporate Traveller