Saleforce
Brian Thomas
Founding Group Member & Senior Project Manager
Johannesburg,GP
Work Preference
Summary
Global Operations and Customer Experience leader with over 10 years of experience driving engagement and operational growth across diverse regions. Skilled in establishing customer care frameworks, enhancing retention, and managing stakeholder relationships in dynamic environments. Expertise in aligning business objectives with customer-centric strategies and optimizing service delivery. Multilingual professional experienced in managing international clients and multicultural teams.
Overview
4
4
Languages
3
3
Certifications
16
16
years of professional experience
Work History
Founding Group Member & Senior Project Manager
J2 Adventures
Johannesburg
03.2022 - Current
- Partner directly with the CEO and executive leadership team to drive operational strategy, organizational growth, and customer experience initiatives across international educational programs.
- Built and scaled the South Africa Customer Care Center from inception, including recruitment, onboarding, operational systems, KPI frameworks, and service delivery processes.
- Lead and manage a customer support team servicing 200+ global programs annually while maintaining high levels of customer satisfaction and operational efficiency.
- Oversee operational delivery for 30+ international programs annually serving approximately 800 participants across complex multi-country logistics.
- Manage operational budget of approximately $200K while aligning execution with organizational goals and financial objectives.
- Develop customer communication processes and service workflows designed to improve participant engagement, responsiveness, and retention.
- Coordinate with embassies, ambassadors, institutional partners, and international stakeholders to support global delegation management and customer experience delivery.
- Conduct international site inspections and vendor evaluations to ensure quality assurance, operational consistency, and service excellence.
- Support executive decision-making through operational planning, vendor management, and customer experience optimization.
Senior Account Manager
VATIT
Johannesburg
03.2021 - 07.2022
- Managed a portfolio of approximately 25 multinational enterprise clients including Boeing, Playtika, and Kornit Digital.
- Built long-term client relationships through strategic account management, customer engagement, and proactive communication.
- Led client strategy discussions focused on retention, operational efficiency, and service optimization.
- Managed client portfolio exceeding $300K while ensuring high-quality service delivery and compliance standards.
- Collaborated cross-functionally with finance, operations, and compliance teams to improve customer outcomes and client satisfaction.
- Maintained high-touch communication with senior stakeholders across multiple international markets.
Deputy IT Manager & Customer Care Manager
Da’at Educational Expeditions
Tel Aviv
06.2016 - 05.2020
- Led a customer service team of 10 supporting international educational and travel operations across multiple countries.
- Managed customer support operations, escalation handling, and service delivery processes for international participants and institutional partners.
- Implemented operational and customer service improvements that increased efficiency and strengthened customer retention.
- Supported VIP clients and institutional stakeholders through high-touch relationship management and personalized service delivery.
- Managed enterprise operational systems supporting customer coordination, logistics, and communication workflows.
- Collaborated across departments to streamline operational execution and improve overall customer experience.
Tour Guide & Operations Support
Family Business
Buenos Aires
01.2010 - 01.2015
- Managed travel experiences for international visitors and groups, ensuring high satisfaction and memorable interactions.
- Coordinated operations, logistics, and customer engagement activities to streamline processes and enhance visitor experiences.
- Cultivated communication and relationship-building skills through interactions with diverse multicultural audiences.
Education
Bachelor of Business Administration -
Buenos Aires University
Skills
Project Delivery Management
Operations strategy
Global Project Coordination
P&L and Budget Oversight
Vendor & Partnership Management
Stakeholder management
Cross-Functional Leadership
Process Improvement
Operations & Executive Leadership
Risk compliance
CRM management
Customer engagement
Software
Softrip
Slack
Microsof 365
Zendesk
Certification
Zendesk Customer Experience Certification
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Hebrew
Bilingual or Proficient (C2)
Portuguese
Bilingual or Proficient (C2)
LEADERSHIP HIGHLIGHTS
- Built and scaled a South Africa Customer Care Center from inception, hiring and leading a 10+ person international support team.
- Managed operational delivery for 30+ international programs annually across multiple global markets.
- Oversaw approximately $500K+ operational budget aligned with company growth objectives.
- Managed relationships with 20+ international vendors and partners while maintaining service quality and operational standards.
- Supported executive leadership with operational planning, customer engagement strategy, and organizational development.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Management Certification
08-2025
Zendesk Customer Experience Certification
05-2024
CSCMP Supply Chain Certification
05-2024
Founding Group Member & Senior Project Manager
J2 Adventures
03.2022 - Current
Senior Account Manager
VATIT
03.2021 - 07.2022
Deputy IT Manager & Customer Care Manager
Da’at Educational Expeditions
06.2016 - 05.2020
Tour Guide & Operations Support
Family Business
01.2010 - 01.2015
Bachelor of Business Administration -
Buenos Aires University