Customer Care Manager - Baby Mori (UK, US & Global Markets) - Global
(2025-04)
- Took full ownership of MORI's D2C customer service operations, embedding a customer-first culture while ensuring solutions remained commercially viable.
- Led and developed a high-performing Customer Care team (internal and outsourced), including onboarding, training, KPI setting, performance management, and escalation handling.
- Managed daily workflow planning and rota management to ensure consistent coverage across UK, US, and global time zones.
- Built and optimised processes to deliver best-in-class service, ensuring prompt response times, efficient complaint resolution, and a seamless order-to-delivery and returns experience.
- Owned operational relationships with key platforms including Gorgias, Swap, and MORI's custom AI Live Chat Agent, driving automation, efficiency, and actionable insights.
- Acted as a core stakeholder for MORI's subscription service (Sleep Club), providing data-driven insights, customer feedback, and operational recommendations to product and commercial teams.
- Identified operational gaps and customer pain points, developed business cases, and implemented improvements that enhanced satisfaction while reducing cost and inefficiency.
- Extracted and analysed live customer trends, reporting on KPIs, SLAs, and performance metrics to influence decision-making across the business.
- Collaborated closely with Marketing, Web Development, Product, Operations, 3PL partners, and logistics providers to improve customer experience across all touchpoints.
- Managed the Customer Care budget, ensuring cost-effective resourcing, vendor management, and operational scalability in a fast-growing, digitally native retail environment.
- Ensured compliance with UK and US consumer legislation, guiding the team on regulatory requirements and best-practice customer handling.
Customer Services & Operations Team Manager - Superbalist - Cape Town
(2018-08 - 2025-04)
- Support the greater operations structure in running the day-to-day operations of Superbalist. This includes Customer Operations, Customer Services and Supply Chain.
- Proactively working to optimize operational processes across the business to drive growth, improve efficiency and the customer experience.
- Monitoring and enforcing policy compliance to ensure that operational processes and protocols are met, with specific emphasis on service levels compliance.
- Data mining of customer contacts received across internal systems.
- Identifying root causes and providing trend insights of customer defects and operational gaps within Superbalist systems and processes, through CS escalations/ feedback and analysis of Superbalist operational metrics, processes and policies
- Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.
- Identify and escalate potential systems and process improvements with the aim of enhancing the customer's journey.
- Develop and manage efficient relationships between the CS team, Logistics, TDT and Warehouse. Work closely with relevant parties to ensure issues are resolved.
- Manage team's probation period through regular performance discussions and coaching.
- Deliver individual/group coaching sessions where required.
- Responsible for all HR tasks including leave management, payroll input, disciplinary and incapacity issues and absenteeism and manage all staffing needs, productivity and quality.
- Identify, review and propose solutions to issues identified or picked up during the course of performing day to day duties.
- Managed Night shift operations during our festive period
- Creating and sharing training manuals, best practise guides
- Leading New Hire Induction training
Interim Customer Services Manager - Superbalist - Cape Town
(2018-08 - 2025-04)
- Effectively supervised day-to-day front-end operations of the customer service department in the absence of the Customer Service Manager
- Hired, trained, and mentored top customer service agents / managers.
- Maintained and updated departments KPI's and provided monthly performance statistics to senior managers.
Customer Service Operations Project Leader - Superbalist - Cape Town
(2018-08 - 2025-04)
- Outlining Customer Service and Consumer roadmap
- Analysing data to identify root cause.
- Identified process and system improvements.
- Created step by step Contact breakdown and Process mapping.
- Drive continues improvement and self-service.
Client Services Team Leader - Intelligent Debt Management (IDM) - Cape Town
(2014-05 - 2018-05)
- Overseeing quality through all services provided to Debtbusters clients, credit providers, and all other stakeholders.
- Leading and motivating a team of ongoing client service consultants (10 – 24 consultants) to address and resolve client, credit provider, and other stakeholder queries in a timely and accurate manner.
- Attending to any escalations and preventing potential complaints.
- Managing the team's delivery and productivity in line with team and company's strategic goals.
- Working effectively with the Operations Manager and allocating team resources as needed to address business needs.
- Building effective relationships with internal and external stakeholders.
- Proactively dealing with processes and procedures to boost team productivity and efficiency.
- Ensuring team duties and responsibilities are effectively delivered inline with SLAs and KPA.
- Providing the necessary training in required areas of the business.
- Setting high quality standards and metrics for incoming and outgoing calls, client communication and query resolution.
- Analyzing and monitoring the consultant calls in line with the set quality standards.
- Analyzing current processes, identifying areas of weakness and providing solutions to mitigate these areas.
- Developing, reviewing and updating client service training manuals.
- Training and developing all new and existing consultants to ensure high quality service to clients.
- Coaching and guiding consultants whilst on live client calls.
- Manage the company's hiring process through resume reviews and in-person interviews.
Legal Consultant - Intelligent Debt Management (IDM) - Cape Town
(2011-12 - 2014-04)
- Preparing court applications.
- Liaise with corresponding attorneys regarding court dates, court orders, and postponements.
- Annual Budget reviews and analysis of affordability
Financial Consultant - Intelligent Debt Management (IDM) - Cape Town
(2011-05 - 2011-11)
- Conducting Annual Budget reviews and analysis of affordability.
- Engaging clients about their financial needs.
- Liaising with Credit Providers and clients regarding queries.
- Managing and supporting clients through the debt counselling process
Pre-Legal Consultant - Saunders, Venter & de Vos Attorney's - Cape Town
(2009-12 - 2011-05)
- To negotiate and achieve payment from arrear account customers.
- Informing debtors of the legal consequences associated with non-payment.
- Negotiate payment arrangements with Attorney and Debt Counselors'.
- Dealing with Sequestrations, Liquidation, Insolvency, Administration orders and Debt Review
- Deceased accounts and incoming calls on a daily basis.
- Resolving disputes and queries on the phone or via email.
- Drafting documents and general administration duties.
- Follow up on arrangements made with attorney's and debt counselors.
Collections Team Leader - Rainbow Finance [Regional Collections Office] - Cape Town
(2008-02 - 2009-11)
- In charge of the collections of eight OK furniture stores.
- Monitor the quality of the work done by the credit controllers.
- Handling and solving insurance claims and customer complaints.
- Dealing with administration orders and debt review accounts.
- Involved in handing accounts over to tracer's or attorneys.
- Month end reports.
- Fraud Investigations.
Professional Assistant - Abrahams & Kiewitz Attorneys - Cape Town
(2007-11 - 2007-11)
Litigations Consultant - Mostert & Bosman Attorneys - Cape Town
(2006-05 - 2006-10)
- Legal Collections
- Drafting of legal documents
- Filing
- Payment negotiations
