Roslynne Harrington

• Brand health management initiatives to gather insights and develop strategies to ensure purposeful and human centred brand positioning focused on customer needs.
• Lead and execute market intelligence and customer experience strategies to drive superior functional customer experiences coupled with emotive pay offs that reflect the brand and its values.
• Development of brand voice and customer experience playbooks customised to key stakeholders (contact centre, sales, loyalty & payment, digital, convenience & QSR's, retailers, supply chain and front-line staff) illustrating exemplary service standards.
• Responsible for B2C loyalty partner programmes to drive customer advocacy and business growth.
• Consumer research, market insights and data analytics to drive and inform customer, sales and convenience strategies.
• Implement large scale projects across multiple departments from ideation, development, pilot to scale to drive measurable improvements in the end-to-end customer experience.
• Customer segmentation modelling and CVP development.
• Customer journey management to identify pain points and opportunities to elevate memorable customer experiences.
• Head up data science team for Retail to develop models and present data driven insights to stakeholders influencing the decision-making process.

Milestones / Special contributions:

• Engen One Way Programme - Standardised customer experience by co-developing and rolling out Engen One Way programme across 8 different countries
• Roll out of internal brand management and CX programme to Retail front line staff (22 000 staff members)
• Improvement in Retail site level NPS scores from 57 to 82
• Overall customer satisfaction score of 88%
• Integrated generative AI / LLM model for unstructured voice of customer reviews with 98% classification accuracy
• Pilot CCTV camera analytics on retail sites to improve customer experience and operational excellence for identified use cases (fuel to food conversion, customer heat maps, promotional effectiveness, stock pressure etc.)

• Owned the development and implementation of the CRM strategy and system, and drive change management and adoption with sales and contact centre teams.
• Collaborated closely with sales team to optimise lead generation.
• Streamlined communication channels with the integration of CRM software.
• Developed and co-ordinated cross-departmental efforts for improved customer service delivery.
• Ensure CRM strategy is aligned to business objectives and work with sales and marketing to develop segmentation models & CVP's.
• Direct channel to market strategies aligned to segmentation and CRM strategies
• Fostered strong relationships with clients through personalised interaction.
• Implemented CRM analytics, insights into customer behaviours gained.
• Assess organisational readiness to meet customer promise and compile and deliver reports, with recommendations for continuous improvement.
• Develop digital strategies and identification of opportunities to leverage technology to improve the customer experience, drive business improvement e.g. exploit technology to drive visibility of order fulfilment in the supply chain.
• Measure customer advocacy and ease of doing business using customer effort scores, sales performance index and NPS.
• Refocus the business around the customer journey, test new ways of engaging customers and dive change or enhancements
• Driving sales excellence programmes (Challenger sale) with a requirement to demonstrate ROI
• Customer contact centre management and delivery

• Customer contact centre management (100-seater / 24/7)
• Customer success journey management and business process optimisation.
• Responsible for the alignment of contact centre operations to sales and marketing strategies.
• Customer excellence and experience delivery
• Implement initiatives to attract and retain the best people, drive customer delight, maximise ROI at best cost, identify alternative profit opportunities.
• Achievement of contact centre performance KPI's while maintaining excellent levels of customer satisfaction and staff motivation
• Achievement of sales profit and volume targets, credit DOS and TAR targets for telesales credit book
• Negotiation and management of service level agreements with key stakeholders to drive improved customer experience and service delivery.
• Coaching and mentoring team managers, supervisors and agents to facilitate knowledge and skills transfer to deliver 'WOW' experiences
• Fostered a positive work environment through effective leadership and motivation techniques.
• Leveraged technology to optimise customer experiences and improve operational efficiencies
• Constant monitoring of customer feedback to drive continuous improvement in service delivery
• Converts data into strategic recommendations in a volatile environment
• Operations management
• Workforce management and capacity planning
• Quality Assurance
• Project management
• Financial management
• Information management
• System coordination and optimisation
• Contact Centre manager of the year 2012 - recognised for leadership and customer experience delivery

• Development of training strategy and initiatives in line with business goals and customer feedback to drive streamlined operations and customer delight.
• Strengthened interdepartmental communication by promoting collaborative learning environments.
• Streamlined onboarding process by designing an intensive induction programme for new hires.
• Mentored team members to succeed and advance within department and company. Developed a strategic plan to fast track high performers to ensure bench strength
• Created testing and evaluation procedures.
• Implemented innovative training methods through simulations, role-plays and gamification to maximise overall employee engagement.
• Implemented first e-learning initiative within the company
• Development of cradle to the grave learning journeys to improve customer experience, consistency and measurable business impact

• Continuous improvement delivery
• Benchmarking to ensure that contact centre customer experience KPI's and procedures were aligned to leading best practice
• Analysis of contact centre performance and risk areas to develop and facilitate improvement strategies
• Conducted bi-annual audits of contact centre activities
• Calibration sessions to ensure a common understanding of what memorable customer experiences feel like
• Risk management and mitigation

• Implementation and management of the contact centre from tender award, start up to implementation and delivery
• Management of contact centre team, customer relationships and all relevant stakeholders
• Responsible for client contract and service level negotiation (Transport operators - Golden Arrow, Metrorail, Greyhound bus services, FNB, Alexander Forbes)
• Deliver premium customer experiences that deliver on brand expectations
• Coaching and mentoring of staff to deliver memorable experiences in moments that matter
• Business process management and optimisation
• Management and maintenance of client customer databases
• Service level agreement negotiation and delivery
• Continuous improvement
• Financial management
• Represent the customer at client and board meetings
• Contact Centre of the year - 2001

• Employee relations - grievance and disciplinary processes
• Member training on employment law, company policies, conflict resolution and disciplinary procedures
• Representation at disciplinary and appeal hearings
• CCMA representation and negotiation
• Strong mediation, conflict resolution and negotiation - contracts, wage negotiations, retrenchment, NEDLAC
• Risk management
• Ability to gather, analyze and interpret evidence to make sound judgements
• Ability to develop sound relationships

• Facilitated communication between parties for effective dispute resolution.
• Prepared and reviewed legal documents to ensure accuracy.
• Expedited court processes by promptly registering official orders and judgements.
• Handled enquiries from public and provided accurate information about court procedures.