Emma Dieketseng Mokoena
Lonehill
Summary
Results-oriented Product Specialist and E-commerce Specialist with over 18 years of experience in managing product lifecycles and optimising online sales across 52 African countries. Expertise in strategic product development, market research, and data-driven enhancements. Proven ability to build strong stakeholder relationships and drive customer engagement. Ready to contribute skills in a collaborative environment to foster growth and innovation.
Overview
1
1
Language
26
26
years of professional experience
Work History
E-commerce Specialist
Self-employeed
01.2019 - 09.2026
- Managing and optimizing online shopping experiences, driving sales growth, and improving customer engagement across digital platforms.
- Strategically optimized digital platforms, resulting in elevated customer engagement metrics and enhanced brand loyalty.
- Enhanced online shopping journeys, yielding significant sales conversion boosts and improved customer satisfaction.
- Engaged e-commerce customers, providing prompt and courteous service to enhance sales.
- Collected and integrated user feedback to inform data-driven decisions, ensuring continuous customer experience improvement.
- Maintained comprehensive knowledge of company products, services, and promotions to support customer inquiries.
- Monitored and resolved customer issues promptly, fostering long-term satisfaction and loyalty.
Product Specialist
DSTV DIGITAL MEDIA/SHOWMAX SUB-SAHARAN AFRICA
08.2014 - 11.2018
- Proven ability to identify market trends, analyze customer needs, and develop data-driven product strategies.
- Skilled in leveraging data analytics tools to drive product enhancements and business growth.
- Skilled in product roadmap, launch, and maintenance.
- Spearheaded successful product launches, generating widespread brand awareness and interest from potential customers.
- Successfully launched new products across 52 countries driving business growth and expansion.
- Developed and implemented data-driven product strategies growth across Sub-Saharan markets.
- Aligned business vision and objectives with stakeholders, facilitating effective product development and launch.
- Collaborated with technical teams, developers, UX/UI designers, marketing teams, and business stakeholder to streamline development processes.
- Effective communicator with stakeholders, customers, and teams to align business vision objectives and product strategies.
- Enhanced customer retention through exceptional product support and timely resolution of user concerns.
- Monitored industry trends to anticipate market needs, guiding development of future product lines.
- Improved product features based on customer feedback, leading to a notable increase in user engagement.
- Gathered product feedback from key clients, strengthening relationships and encouraging repeat business.
- Delivered presentations at industry conferences, elevating brand visibility and product awareness.
- Assisted with demonstrations for product services to showcase functionality to In-country teams.
- Demonstrated product services to in-country teams, highlighting key functionalities.
- Agile Methodologies: Experienced in ceremonies, planning, reviews, and retrospectives.
- Proficient in using data analytics tools to drive product enhancements and business growth.
- Researched technical specifications of products and communicated findings to stakeholders.
- Managed product lifecycle in product development, launch, and maintenance.
Product Operational Manager
MULTICHOICE AFRICA MIH GROUP - SUB-SAHARAN AFRICA
04.2010 - 07.2014
- Implemented innovative solutions to operational challenges, improving processes and driving cost savings.
- Led cross-functional teams in the successful implementation of new systems and procedures.
- Integrated new payment platform and developed strong vendor relationships, enhancing user experience and ensuring proactive issue resolution.
- Year-Over-Year Growth: Consistently exceeded performance targets, delivering exceptional results and driving business success.
- Conducted regular risk assessments to proactively identify potential issues affecting operations or financial stability.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Created user manuals and FAQs, reducing customer support inquiries by streamlining information access.
Team Lead - BoxOffice Product
MULTICHOICE SOUTH AFRICA - MIH GROUP
01.2008 - 03.2010
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Developed and implemented proactive stakeholder engagement strategies, facilitating project success and driving stakeholder satisfaction.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Assessed employee skills and knowledge, providing targeted training and mentoring to support individual development.
- Identified and managed risks, implementing proactive planning and monitoring to address potential issues effectively.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Analysed customer needs and feedback to inform product and service enhancements.
Inbound Call Centre Supervisor
MULTICHOICE SOUTH AFRICA - MIH Group
11.2003 - 12.2008
- Successfully led high-performance teams in consistently surpassing sales targets.
- Proven track record of exceeding targets and enhancing operational efficiency through strategic process improvements.
- Assisted with day-to-day operations, collaborating effectively with team members to maintain workflow.
- Skilled at working independently and collaboratively in a team environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Adapted to new technology and software applications, enhancing ability to support team and customer needs.
- Developed communication skills through regular interactions with team members and clients.
- Self-motivated, with a strong sense of personal responsibility.
- Passionate about learning and committed to continual improvement.
- Adapted to flexible working hours across various shifts across night, weekend, and holiday shifts.
Customer Care Supervisor
MULTICHOICE SOUTH AFRICA MIH GROUP
11.2000 - 05.2003
- Customer Care Supervisor with a proven track record in front-office management, sales optimization, cash handling, and stock control.
- Led a team to exceed sales targets by strategic team training programs.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Applied people management and conflict resolution skills to boost customer satisfaction and strengthen team dynamics.
- Established clear performance expectations, improving staff accountability and ensuring consistent service delivery.
- Resolved complex issues and provided exceptional service, significantly enhancing overall customer satisfaction.
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
Education
Post Graduate Diploma - Management Practice in Business Administration
Henley Business School
Sandton11-2019
Diploma of Higher Education - Management Advancement Programme
Wits Business School
Johannesburg, South Africa11-2009
Certificate - Managing Customer Services
Damelin College
Durban, South Africa11-2000
Certificate of Technical Studies - WEB DEVELOPMENT
LIT
Oline06-2024
Certificate - Certified Scrum Product Owner( CSPO)
Scrum Alliance
Sandton04-2014
Certificate of Technical Studies - CompTIA A+
Damelin College
Randburg, South Africa01-2006
Certificate - Fundamental in Project Management
Damelin College
Randburg, South Africa01-2003
Skills
- Data analytics
- E-Commerce trends
- Product knowledge
- Lifecycle management
- Cross-functional collaboration
- Stakeholder engagement
- Crisis communication
- Problem solving
- Customer service excellence
Languages
English
Proficient
C2
Accomplishments
- System Rollout Recognition – Recognised by management for successfully rolling out a new system across 15 African countries, delivering outstanding results for DStv Now.
- GOtv Performance – Increased GOtv reviews within six months in a new role as Product Operational Manager in Sub‑Saharan Africa.
- Risk Identification – Commended for identifying system risks that prevented fraudulent access, safeguarding revenue and service integrity.
- Customer Service Excellence – Successfully handled customer complaints, implemented system upgrades, and conducted staff training.
- Top Performer Recognition – Continuously selected as a top performer every year for delivering consistent excellence.
Links
- www.linkedin.com/in/dieketseng-mokoena
Timeline
E-commerce Specialist
Self-employeed
01.2019 - 09.2026
Product Specialist
DSTV DIGITAL MEDIA/SHOWMAX SUB-SAHARAN AFRICA
08.2014 - 11.2018
Product Operational Manager
MULTICHOICE AFRICA MIH GROUP - SUB-SAHARAN AFRICA
04.2010 - 07.2014
Team Lead - BoxOffice Product
MULTICHOICE SOUTH AFRICA - MIH GROUP
01.2008 - 03.2010
Inbound Call Centre Supervisor
MULTICHOICE SOUTH AFRICA - MIH Group
11.2003 - 12.2008
Customer Care Supervisor
MULTICHOICE SOUTH AFRICA MIH GROUP
11.2000 - 05.2003
Post Graduate Diploma - Management Practice in Business Administration
Henley Business School
Diploma of Higher Education - Management Advancement Programme
Wits Business School
Certificate - Managing Customer Services
Damelin College
Certificate of Technical Studies - WEB DEVELOPMENT
LIT
Certificate - Certified Scrum Product Owner( CSPO)
Scrum Alliance
Certificate of Technical Studies - CompTIA A+
Damelin College
Certificate - Fundamental in Project Management
Damelin College