Mark Jacobs

Highly accomplished and results-oriented professional with over 10 years of experience in client relationship management, team leadership, and operational excellence within client-facing environments. Proven ability to manage complex client portfolios, drive client satisfaction and retention, and lead teams to achieve high standards of performance. Expertise in client onboarding, escalation management, process optimization, and cross-functional collaboration, with a strong track record of building and scaling successful client engagement strategies.

Adept at representing organizations with professionalism and confidence, particularly within legal and professional services contexts.

Founder & Operations Lead at Kratom Bliss / Herbal Bliss (2025-10 – Present)

Spearheaded the creation and management of two independent eCommerce wellness brands, focusing on building enduring client relationships and ensuring exceptional customer experience.

• Managed comprehensive client communications across multiple channels (WhatsApp, email, chat, social media), consistently achieving fast response times and high customer engagement, directly contributing to retention.
• Oversaw end-to-end customer lifecycle management, including seamless onboarding, order fulfillment coordination, complex issue resolution, and proactive after-sales support, ensuring client satisfaction.
• Streamlined operational workflows by implementing automation tools and AI-assisted processes, enhancing efficiency and elevating the customer experience.
• Developed and executed customer retention strategies through personalized support, follow-up initiatives, and proactive relationship building, fostering loyalty and long-term engagement.
• Continuously improved operational systems and processes to support long-term scalability and maintain a structured, efficient operational framework.

Senior Customer Support Specialist at Numan via FYXER Ltd (2024-02 – 2025-10)

• Managed high-volume customer support inquiries, complex escalations, and onboarding requests across diverse communication channels, consistently exceeding customer satisfaction benchmarks.
• Collaborated closely with internal teams and subject matter experts to efficiently resolve complex client cases with professionalism and accuracy.
• Drove improvements in response workflows and internal processes, significantly reducing delays and enhancing service consistency, directly impacting client experience.
• Trained and mentored junior team members on effective escalation handling and adherence to high customer communication standards, elevating team performance.
• Maintained strong Service Level Agreement (SLA) adherence within a fast-paced, high-volume remote support environment.
• Contributed to improved customer retention by consistently delivering effective issue resolution and ensuring support quality.
• Enhanced operational efficiency by streamlining internal workflow processes, leading to faster resolution times.

Courier Franchisee, Sales & Business Development Manager at Fastway Couriers (2023-07 – 2024-01)

• Managed client onboarding, relationship management, and operational coordination for SME and business clients, ensuring a smooth transition and ongoing support.
• Facilitated client onboarding and provided dedicated account support for new franchise and logistics customers, building foundational relationships.
• Built and maintained strong working relationships with business clients, supporting operational handovers and seamless account setup.
• Increased customer onboarding conversion rates through personalized customer support and proactive relationship management.

Regional Account Manager at BMW South Africa (2014-10 – 2023-06)

• Managed dealership relationships and customer support operations across multiple regions, ensuring consistent service delivery and client satisfaction.
• Coordinated local and international logistics support, dealer onboarding, warranty support, and escalated customer cases, resolving complex issues efficiently.
• Worked collaboratively with internal departments to resolve operational issues and improve overall customer satisfaction.
• Maintained strong relationships with independently operated dealerships, ensuring alignment with operational standards and procedures.
• Reduced customer issue resolution times through improved interdepartmental coordination and proactive problem-solving.
• Assisted with process improvements that enhanced operational consistency and customer support outcomes.

Customer Support Team Leader at Daimler Chrysler (2011-02 – 2014-09)

• Led and coached customer support teams within high-volume customer service environments, fostering a culture of excellence and client focus.
• Managed critical escalations related to warranties, service plans, roadside assistance, and after-sales support, ensuring timely and effective resolution.
• Monitored queue management, workflow processes, SLA performance, and customer satisfaction metrics to identify areas for improvement.
• Trained and mentored team members to enhance customer communication skills and escalation handling capabilities, improving overall team performance.
• Analyzed performance metrics and customer feedback to identify and implement service improvement opportunities.
• Reduced average response and resolution times through improved workflow coordination and team management.
• Contributed to improved customer retention and customer satisfaction scores through effective leadership and process optimization.

Sales Executive | Call Centre Team Leader | Operations & Procurement Officer at Call Centre & Customer Operations (2005-01 – 2011-01)

Leveraged diverse experience in sales, team leadership, and operations to drive business objectives and enhance client interactions. (Details available on request)

Diploma in Business Management – IQ Academy (2020-12)

National Certificate in Cost & Management Accounting – Technicon South Africa (2010-11)