Gontse M Motiang
Johannesburg,Gauteng
Summary
Senior Manager with extensive experienced in developing and implementing customer-centric strategies to drive revenue growth and enhance customer satisfaction. My expertise lies in successfully conceptualising and implementing innovative commercial and marketing strategies to drive market impact, expansion and business development. This is in parallel with understanding the consumer and aligning the business needs and profitability with the customer value proposition. CRM strategies I develop influenced customer behavior and positively shifted share of wallet.
I am an influential leader and an analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
Work History
Senior Country Manager - East and Southern Africa
Western Union
Johannesburg
02.2017 - Current
- Business Development: Generated new business long-term partner opportunities and secured over $100 mil revenue deals in Southern Africa and East Africa in the past three years – these run across Mobile Network Operators, Money Transfer Operators, Banks and Forex Bureaus.
- Market Expansion: Led the market expansion strategy by analyzing customer needs, market trends, and competitive landscape. Developed a customer-centric CVP tailored to the local market.
- Team: Managed multiple cross functional teams from solution concept through to successful release of the product (e.g., contract negotiations, pricing, product attributes and technical implementation of white labels).
- Incentives : Delivered volume-based incentive programs by communicating strategic goals and negotiated incentive deals for win-win transactions
- Product Development: Collaborated closely with cross-functional teams, including R&D, marketing, and sales, to align product development with the CVP. Incorporated customer feedback and market insights to prioritize product features and enhancements that resonated with customers.
- Competitive Differentiation: Conducted a comprehensive competitive analysis to identify gaps in the market and opportunities for differentiation. Developed a compelling CVP that emphasized unique product attributes, superior service, and added value.
- Pricing: Designed pricing models specific to a country to drive customer behavior, thus driving revenue growth
Consultant
YB Consulting
Johannesburg
11.2019 - 04.2023
- Conducted comprehensive assessments of client operations to identify value-add opportunities and areas for improvement.
- Analyzed business processes, workflows, and systems to optimize efficiency, reduce costs, and enhance customer experience.
- Developed actionable recommendations and value-add strategies aligned with client goals and industry best practices.
- Collaborated with cross-functional teams to implement process improvements and drive successful change management initiatives.
- Monitored and measured performance metrics to track the effectiveness of value-add initiatives and provided regular reports to stakeholders.
- Conducted training sessions and workshops to enhance the knowledge and skills of client teams related to value-add concepts and methodologies.
- Established strong relationships with key stakeholders, including senior executives, department heads, and team members, to facilitate successful implementation and adoption of value-add strategies.
- Analyzed business processes, workflows, and systems to optimize efficiency, reduce costs, and enhance customer experience.
- Developed actionable recommendations and value-add strategies aligned with client goals and industry best practices.
- Collaborated with cross-functional teams to implement process improvements and drive successful change management initiatives.
- Monitored and measured performance metrics to track the effectiveness of value-add initiatives and provided regular reports to stakeholders.
- Established strong relationships with key stakeholders, including senior executives, department heads, and team members, to facilitate successful implementation and adoption of value-add strategies.
Senior Partner Manager : Loyalty and Rewards
Standard Bank
Johannesburg
04.2014 - 12.2016
- Focused on building the rewards product proposition, communication strategy to existing rewards customers, and sales to new rewards and other customers.
- These engagements were executed through analytically driven campaigns which focused on increasing member spend, value per visit and/or the frequency.
- All member engagement considered POPI, FICA and the CPA.
- Effectively executed strategically and analytically driven rewards partner value propositions and rewards campaigns to stimulate customer interest and participation at the partner level and with the rewards programme - achieved through end-to-end campaign management i.e., defining campaigns using available customer analytics, briefing relevant parties, launching and tracking of campaign.
- Developed and managed relationships, retention and financial performance of the loyalty and rewards.
- Worked hand in hand with inter-departmental cross-functional teams to build product attributes and features that made the customer value proposition attractive (e.g., Card department: influencing customers behavior by migrating from a petrol cards to normal cheque cards, increased value proposition for vehicle asset finance by offering tracking devices through a loyalty partner).
- Established CRM to increase sales, improve sales forecasting, and enhance account tracking on new and existing clients.
- Utilized data analysis to further understand customer buy behavior for partners such as Woolworths to run customer campaigns to increase card usage.
Partner Manager
Nedbank Greenbacks, Nedbank
Johannesburg
02.2011 - 04.2014
- Partner management and loyalty growth
- Leveraged loyalty strategies for Corporate and Consumer Card supported by ongoing and innovative benefit development
- Improved the existing Loyalty Value Proposition across all business units
- Used relationship with partners to drive value to customers, retain the customer and reduce costs
- Boosted revenue through loyalty and collaboration with loyalty partnerships
- Acquired new loyalty partners considering the needs of the customers (individual, small business, employee and corporate clients), while maintaining existing loyalty partners
- Implemented strategies to position Nedbank Loyalty programs as the preferred earn and redeem partners
- Ensured constant lead generated via Merchant/Acquiring Relationship
Business Development Manager
Mastercard
Johannesburg
02.2009 - 01.2011
- Grew the issuance and footprint of MasterCard in West and Central Africa
- I was responsible for customer relationships, market development and the profitability opportunities associated with customers in West and Central Africa through the implementation of related strategies and tactical plans
- Contributed towards business opportunities that increase volume, volume share and revenue
- E.g., launched 5 million cards in Nigeria by the end of 2010
- Developed strong internal relationships within MasterCard to enable the customer to achieve their business goals and differentiate MasterCard from the competitors
- Implemented customer solutions/programmes that improve revenue generation
- Leveraged all MasterCard sponsorship properties and product management resource to deliver customer value – used the UEFA property to drive volume and revenue in Mauritius and utilised the rugby World Cup sponsorship to drive customer acquisition and revenue growth in the South African market
- Increased the Acquiring footprint strategies in West Africa, East Africa and central Africa.
Product Manager
Standard Bank
Johannesburg
05.2007 - 01.2009
- Developed and implemented credit card programs in East Africa and Southern Africa and implemented sales and marketing strategies with the objective to grow a profitable card base
- Developed the product strategy and roadmap
- Developed sales and marketing strategies and incorporating value proposition
- Implemented marketing plans to grow the credit card base in East and Southern Africa and contributed towards direct marketing initiatives
- Analyzed revenue and business opportunities through Market research and competitor analysis
- Ensured risk mitigation and evaluation was key in ensuring card growth.
Education
Project Management - Project Management
WITS University
Johannesburg South Africa 12.2007
B Com - Informatics
University of Pretoria
12.2003
Skills
- Customer Relationship Management(CRM)
- Build Loyalty and Value Add strategies
- Loyalty and Value-Added Strategy Development
- Cross-Functional Leadership
- Stakeholder Engagement and Management
- Process Improvement and Optimization
- Data Analysis and Decision Making
- Business Development and Growth
- Project Management
- Financial Analysis and Forecasting
- Team Building and Mentoring
- Relationship Management
References
References
References available upon request
Timeline
Consultant
YB Consulting
11.2019 - 04.2023
Senior Country Manager - East and Southern Africa
Western Union
02.2017 - Current
Senior Partner Manager : Loyalty and Rewards
Standard Bank
04.2014 - 12.2016
Partner Manager
Nedbank Greenbacks, Nedbank
02.2011 - 04.2014
Business Development Manager
Mastercard
02.2009 - 01.2011
Product Manager
Standard Bank
05.2007 - 01.2009
Project Management - Project Management
WITS University
B Com - Informatics
University of Pretoria