CAMPBELL VAN DER MERWE
Retention Manager
Cape Town
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
2009
2009
years of post-secondary education
Work History
Retention Manager
BetJets.co.za
09.2023 - Current
- Boosted revenue with upselling and cross-selling initiatives tailored for long-term customers.
- Created custom reports for tracking key performance indicators related to customer retention, ensuring continuous improvement efforts were informed by relevant data.
- Managed a dedicated team of retention specialists, consistently achieving or exceeding set targets for both individual and group performance metrics.
- Established feedback loops with customers, enabling timely identification of potential issues and swift corrective actions when necessary.
- Reduced churn rate by analyzing customer data and providing personalized solutions to address individual needs.
- Regularly reviewed and updated retention policies to ensure alignment with company objectives and evolving market conditions.
- Developed and executed targeted marketing campaigns to re-engage lapsed customers, resulting in increased revenue generation.
- Improved customer retention by developing and implementing targeted strategies for various client segments.
Retention Specialist/Account Manager
Peermont Global, PalaceBet
02.2022 - Current
- Company Overview: PalaceBet is a local gaming and e-commerce company that is part of Peermont Global hotels and resorts
- Responsible for customer facing promotion/informational Communication
- Setting up and managing promotional/informational content strategies and executing campaigns to increase the bottom line
- Responsible for all communication (Email, SMS, Social media posts), promotions and cross-selling campaigns for regulating/closure of markets
- Managing projects and liaising with other departments to complete tasks
- Responsible for post-campaign reporting as well as feasibility reports
- Automating customer journeys, and creating systems to improve efficiency
- PalaceBet is a local gaming and e-commerce company that is part of Peermont Global hotels and resorts
Retention Specialist/Account Manager
Global Digital Outsource Solutions
01.2019 - 01.2022
- Company Overview: DigiOutsource is a global technology and e-commerce leader with 20 years in the industry, offering valuable international experience in the world of online gambling and advanced systems
- Responsible for player facing promotion/informational communication
- Setting up and managing promotional/informational content
- Strategizing and executing campaigns to increase the bottom line
- DigiOutsource is a global technology and e-commerce leader with 20 years in the industry, offering valuable international experience in the world of online gambling and advanced systems
Customer Service Team Lead, Canadian Region
Digital Outsource Solutions
01.2017 - 01.2018
- Processing and taking ownership of all incoming and outgoing contacts in a multimedia environment for a team of customer service hosts
- Processing pertinent information into relevant databases
- Handling and taking full responsibility of customer related queries
- Performing extra tasks given by manager/supervisor as required
Customer Service Manager, Portugal/LATAM
Digital Outsource Solutions
01.2016 - 01.2017
- Regular reviews of workforce planning and headcount, as well as identifying resourcing needs so that surprises are avoided
- Processing pertinent information into relevant databases
- Handling and taking full responsibility of customer service center reporting and staffing
Customer Service Team Lead, Australian Region
Digital Outsource Solutions
01.2014 - 01.2016
- Processing and taking ownership of all incoming and outgoing contacts in a multimedia environment for a team of customer service hosts
- Processing pertinent information into relevant databases
- Handling and taking full responsibility of customer related queries
- Performing extra tasks given by manager/supervisor as required
Education
High School -
Table View High School
Skills
Microsoft
Excel
Word
PowerPoint
CRM software
CSM software
Kentico
Everlytics
Jira
SharePoint
GrapeVine Communication
Good listener
Professional
Time Management
Creative thinker
Email marketing campaigns
Brand awareness
Customer feedback analysis
Retention marketing
Competitor analysis
Customer segmentation
Customer retention strategies
Key performance indicators
Timeline
Retention Manager
BetJets.co.za
09.2023 - Current
Retention Specialist/Account Manager
Peermont Global, PalaceBet
02.2022 - Current
Retention Specialist/Account Manager
Global Digital Outsource Solutions
01.2019 - 01.2022
Customer Service Team Lead, Canadian Region
Digital Outsource Solutions
01.2017 - 01.2018
Customer Service Manager, Portugal/LATAM
Digital Outsource Solutions
01.2016 - 01.2017
Customer Service Team Lead, Australian Region
Digital Outsource Solutions
01.2014 - 01.2016
High School -
Table View High School
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