Rozani Swanepoel
Head of Customer Success
City of Johannesburg
Summary
Dynamic leader with a proven ability to foster a collaborative and empowering work culture through strong partnerships with coworkers. Expertise in building and maintaining relationships with a diverse range of stakeholders, effectively navigating the complexities of fast-paced environments. Committed to promoting engagement and driving team success by leveraging interpersonal skills and strategic communication. A results-oriented approach ensures alignment with organizational goals while enhancing overall workplace morale.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Head of Customer Success
Khumbula Tech
10.2025 - Current
- As Head of Customer Success at Khumbula Tech, I work closely with our clients to make sure they get real value from our digital communication and marketing solutions. My goal is to build long-term partnerships, keep clients happy, and make sure every project runs smoothly from start to finish.
- What I do:
- Oversee all client accounts and make sure projects are delivered on time and meet expectations.
- Support clients throughout their journey - from onboarding and setup to campaign management and performance tracking.
- Work with our creative, marketing, and tech teams to ensure clients get the best possible results and support.
- Keep regular communication with clients to understand their needs, share updates, and identify new opportunities for growth.
- Collect feedback and use it to improve how we deliver our services.
- Help our team stay focused on excellent customer service and building lasting relationships.
- Highlights:
- Helped improve client satisfaction and retention through better communication and follow-up processes.
- Introduced structured check-ins and feedback systems to make client management more consistent.
- Play an active role in helping Khumbula Tech grow its reputation for reliability, creativity, and strong client partnerships.
Head of Special Projects
Khumbula Tech
07.2024 - 10.2025
- The Head of Special Projects is responsible for leading strategic, high-impact initiatives that align with Khumbula Tech’s vision and business goals. Oversee cross-functional projects, drive innovation, and ensure the successful execution of campaigns from inception to delivery.
- Key Responsibilities
- Strategic Project Management:
- Lead the planning, execution, and completion of special projects, ensuring alignment with company objectives.
- Develop project roadmaps, timelines, and budgets while managing risks and challenges effectively.
- Cross-Functional Leadership:
- Collaborate with internal teams, including marketing, technology, and operations, to drive project success. Act as a bridge between stakeholders to ensure clear communication and alignment on project goals.
- Innovation and Growth:
- Identify opportunities for new business ventures, partnerships, or technologies to enhance Khumbula Tech’s service offerings. Lead pilot initiatives to test and implement innovative solutions.
- Stakeholder Engagement:
- Build and maintain relationships with clients, partners, and vendors. Represent Khumbula Tech in meetings, presentations, and negotiations related to special projects.
- Performance Monitoring and Reporting:
- Track project performance using appropriate tools and metrics. Provide detailed reports and updates to senior management and other stakeholders.
Sales and Accounts Manager
Jabes Investments (Pty) Ltd
05.2022 - 06.2024
- The role that I am currently fulfilling at Jabes Investments (Pty) Ltd for both Jabes and Diamond NC Distributors (Pty) Ltd includes the following:
- - Formulate and implement effective sales strategies to achieve company revenue targets and expand market share.
- - Establish and maintain strong, long-term relationships with key clients to ensure satisfaction and loyalty.
- - Oversee the management of key accounts, ensuring timely delivery of products and services, and addressing any issues or concerns. Responsible for the full accounts function from pricing to quotes and invoices (Debtors and Creditors).
- - Conduct market research to identify new business opportunities, understand competitor activities, and stay informed about industry trends.
- - Negotiate and finalize contracts with clients, ensuring favorable terms for both the company and the customer.
- - Prepare and present regular sales reports, forecasts, and performance analyses to senior management.
- - Lead and mentor the sales team, providing guidance, training, and support to achieve individual and team sales goals.
- - Ensure high levels of customer satisfaction by providing exceptional after-sales support and resolving any issues promptly.
- - Work closely with other departments, such as logistics, to ensure seamless operations and customer satisfaction.
- - Ensure that all sales activities comply with industry regulations and safety standards.
- - Maintain comprehensive knowledge of the company's fuel products and services to effectively communicate benefits and features to clients.
- - Continuously evaluate and improve sales processes, tools, and techniques to enhance efficiency and effectiveness.
- - Collect and analyze customer feedback to identify areas for improvement and drive continuous enhancement of products and services.
- - Manages HR functions within the company.
Trader
B4i Empowerment Group
07.2019 - 03.2022
- Responsible for all pricing to clients, marketers and for the payment and trading platform to ensure that all payments have been received and released. Direct liaison with Fuel Suppliers and negotiation on pricing with suppliers and transporting companies.
- - Forecast of volumes to suppliers
- - Negotiate discounts for different Zones/Grids
- - Negotiate volumes available at inland terminals
- - Negotiate rates with approved and accredited transporting companies
- - Responsible for daily pricing to marketing team
- - COC, COD and payment terms pricing
- Operational:
- - Responsible for the payment system/trading platform
- - Ensure all payments have been received/executed
- - Technical analysis and forecast of international Brent pricing
- - Monthly Exco Reports
- - Prepare and/or check process reports
- - Prepare meeting minutes
- Numeracy:
- - Understanding of the composition of the South –African Basic Fuel Price (BFP)
- - Understanding of the South African Grid/Zone pricing
- - Understanding of variables impacting international fuel prices
- - Understanding of supply and demand cycles of fuel in South Africa
- Ability to do complex calculations such as:
- - BFP pricing
- - Compounded interest /Nacm, Nacq and Naca Calculations
- - Carry Cost Calculations
- - Net Value Calculations
- Legislation and systems:
- - Understanding of the BEE Fuel Charter
- - Understanding of Nersa, CEF, Petronet, etc.
- - Ability to understand, interpret, convey and do analysis on the South African fuel industry.
- - Explain and interpret all the legislation and documentary evidence required
- - Ensure that B4i Fuel adheres to the conditions of Wholesale Fuel Licenses
- - Check authenticity and validity of documents supplied by the client
- Analyse and interpret company documents such as:
- - Conditions of Wholesale Fuel License
- - Off-take and Sales Agreements
- - Payment and Credit Term Agreements/Credit Applications
- - Sureties and Guarantees
- - Conduct checks to validate information through the analysis of different source documents
Campaign Owner
IMImobile
07.2018 - 06.2019
- The purpose of the Campaign Owner was to oversee and co-ordinate the flow of SMS, Email, MMS, VMMS, Ad-Hoc and mobile-design work through the company mandated process management and workflow tool, which at the time of writing is the Monday.com/Pipefy Application. The Campaign Owner was responsible for proper adherence to the process, coordinating timelines with the designated team members and the assigned Account Executives.
- Managed the briefing in of campaigns onto Monday App/Pipefy or equivalent Project/Task management platform as exists within the Operational Environment.
- Primary point of entry between Client and IMImobile Departments.
- Managed campaign timelines and ensured compliance to SLA with clients.
- The Campaign Owner managed the tasks as briefed in on the Monday/Pipefy (or equivalent application) and managed timelines and expectations between AE’s and the Execution Teams (referred to hereafter as Task Forces)
- The Campaign Owner formed part of the Operational Structure and reported into the Head of Operations.
- The Campaign Owner was of the weekly Operational/Task Force meetings to coordinate campaigns for the week.
- Updated client with the following:
- Always confirmed receipt of Brief and that action has begun.
- Delays in all campaigns (Due to creative changes or data issues).
- When tests/campaigns were sent.
- De-Brief AE’s when necessary on a daily or weekly basis
- REPORTING: Special reporting / daily / weekly / monthly and Delivery queries / requests
- SMS deployments
- If a client cannot be reached via mail, they were contacted within 24 hours to make sure we have tried every available way to communicate with them.
- Campaign changes and updates were briefed to the creative team.
- Approvals were communicated accordingly.
- Updated creatives were followed up with client within a day.
- Responsible for Month-End Reports (All on specific formats) as well as response reports and Invoicing.
SMS Operator
IMImobile
03.2013 - 07.2018
- Relieve Reception from time to time
- Administration duties on a daily basis
- Implemented a filing system, and keeping it up to date
- Responsible for all invoicing
- Efficient and effective time management
- Campaign management
- Handle sensitive client data records according to the POPI Act Regulations (Mostly for the South African Banks)
- Format data and include correct Country codes for successful SMS campaign deployment
- Compile campaign status reports for clients
- Deal with client queries
- Contribute effective problem solving solutions on a daily basis
- Update campaign information on monthly progress sheet
- Responsible for data validation
- Assistant to the Sales department, handle all queries and complaints
- Ensuring a high quality fast and efficient service to clients
- Work excessively on Excel (Concatenation of data, Vlookups, etc)
- Compiled user-friendly Operator training manuals and assist with training to enable clients to use our Front-End to send SMS campaigns
- Provide Excel training to operators
- Receive and process campaign briefs
- Ensure client satisfaction and that all requirements are met
- Set-up trigger response messages for campaigns
- Pull daily reply files from the aggregator and forward to clients
- Ensure a positive working environment for all staff
Personal Assistant
The Leaders Personnel Group
09.2012 - 03.2013
- Searched for candidates on the following recruitment portals: PNet, Careerjunction, Gumtree
- Liaised with candidates regarding the status of their applications
- Interviewed candidates for different positions
- Reference checked candidates
- Conducted ITC, Criminal Record as well as Academic Qualification checks
- Updated candidate details on to the database (Rapid Recruit In-house recruitment portal)
- Typed CV’s
- Implemented a new filing system
- Responsible for Office Management and filing
- Reception duties from time to time
- Diary management for the Managing consultant
- Handled Client / Candidate queries
- Assisted with disciplinary hearings for temporary staff
- Assisted with the necessary training programs
- Filled out timesheets and ensured payment of salaries
- Received job specs for temporary staff from clients
- Quoted clients for temporary staff members
- Liaised with clients to discuss requirements and necessary skills of potential candidates
- Confirmed work hours of temps
- Sourced candidates for positions by making use of PNet and Careerjunction
- Screened candidate telephonically
- Booked interviews
- Reference checked all potential temporary and permanent candidates
- Typed CV’s according to the company’s required format
- Submitted CV’s to clients and arranged for candidates to be interviewed at client’s offices
- Data capturing of all available positions as well as candidates submitted
- Cold calling
- Was responsible for all marketing the temp department to potential clients
- Assisted other consultants with candidates for their positions
- Filing & Admin management
- Compiled all relevant interview documentation
- Liaised with the bookkeeper to ensure payment of salaries to temps
- Responsible for the overall sourcing and recruitment of temporary staff members
- Updated all client and candidate details on Rapid Recruit (In-House Recruitment Portal)
- Managed an average of 15 temporary staff members out on contracts
- Relieved Reception from time to time
- ITC checked all candidates
Secretary / Personal Assistant
VDMA - Van Der Merwe Attorneys
06.2010 - 09.2012
- All General Secretarial Duties
- Full Diary Management for the Director
- Booking and Management of all Boardrooms
- Minutes of Meetings
- Delivered all conveyancing documentation to the Deeds Office for the registration of properties
- Collected and Delivered Docex Post
- Office Management
- Implemented and Maintained Filing Systems
- Data Capturing
- Drafted and calculated all monthly invoices and sent them to the relevant clients (MS Excel)
- Followed up on Court dates, Payments and Queries
- Liaised with the Bookkeeper on a Daily Basis to check on payments and outstanding figures
- Updated all Attorneys’ timesheets to ensure accurate invoicing
- Handled all queries and assisted with Trust Accounts
- Assisted with the Registration of Companies at CIPRO (CPIC)
- Registered Trusts with the Masters Office
- Delivered Court Orders to the North Gauteng High Court
- Was responsible for all marketing and cold calling
- Updated the company’s website on a weekly basis
- Drafted Tender Documentation, as well as letters and correspondence
- Handled the recruitment of new staff members
- Took Minutes of Meetings
Education
Associate's Degree - Hospitality and Business Management
Intec College
01.2012
High School - undefined
Hoërskool Florida
01.2009
Skills
Management support
Operational efficiency management
Customer relationship and account management
Effective strategic planning
Data retention management
Interdepartmental collaboration
Project planning
Proficient in MS Office
Analytical thinking
Excellent communication
Problem-solving
Attention to detail
Novelty rug maker
In my free time I make personalized tufted rugs
Timeline
Head of Customer Success
Khumbula Tech
10.2025 - Current
Head of Special Projects
Khumbula Tech
07.2024 - 10.2025
Sales and Accounts Manager
Jabes Investments (Pty) Ltd
05.2022 - 06.2024
Trader
B4i Empowerment Group
07.2019 - 03.2022
Campaign Owner
IMImobile
07.2018 - 06.2019
SMS Operator
IMImobile
03.2013 - 07.2018
Personal Assistant
The Leaders Personnel Group
09.2012 - 03.2013
Secretary / Personal Assistant
VDMA - Van Der Merwe Attorneys
06.2010 - 09.2012
High School - undefined
Hoërskool Florida
Associate's Degree - Hospitality and Business Management
Intec College