Riaan Tolken

Results-driven operations and business management professional with more than 20 years of experience across retail leadership, operations management, project and programme management, office management, sales, business development, production and stakeholder engagement. Proven ability to lead teams, improve operational performance, manage budgets and logistics, strengthen customer and client relationships, and coordinate complex projects from planning through execution. Brings a strong combination of commercial awareness, hands-on operational leadership and relationship management, with experience engaging corporate partners, government departments, media organisations, suppliers, schools and community stakeholders.

Independent Delivery Driver - Takealot & Mr D

(2026-08)

Responsible for completing last-mile deliveries across multiple areas while maintaining service standards, accurate delivery records and efficient route planning in a fast-paced, target-driven environment.

• Complete daily delivery routes across multiple suburbs, planning efficient travel routes to meet required delivery windows.
• Manage customer handovers professionally and respond to delivery queries, special requests and service issues at point of delivery.
• Maintain accurate records of completed deliveries and update delivery status through relevant platform systems.
• Handle cash or card-on-delivery transactions where required and ensure accurate transaction control.
• Adapt continuously to changing delivery volumes, traffic conditions, customer availability and operational priorities.
• Work independently while maintaining reliability, punctuality and professional customer service standards.
• Use Takealot and Mr D delivery systems to manage assigned work, route activity and delivery completion.

Operational Manager - OK Express JB's Nissan, Malmesbury - Malmesbury

(2024-08 - 2026-06)

Responsible for the overall operational management and commercial performance of a busy retail operation, ensuring exceptional customer service, profitable store performance and effective day-to-day leadership of multidisciplinary teams.

• Directed all daily retail operations, ensuring smooth business performance and operational efficiency.
• Managed a team of more than 15 employees across sales, service and administration, including performance management, coaching and ongoing development.
• Implemented operational improvements that increased sales by approximately 25% while reducing operating costs by approximately 40%.
• Developed customer engagement strategies that significantly improved customer retention and loyalty.
• Analysed sales data, identified trends and implemented targeted marketing initiatives to support revenue growth.
• Built and maintained strong relationships with customers, suppliers and manufacturer representatives to create business opportunities.
• Controlled operational expenditure and maintained effective budget and cost management.
• Ensured compliance with company policies, franchise requirements and relevant industry standards.
• Resolved customer escalations and maintained high service standards across the operation.
• Managed staffing, operational reporting, administration and day-to-day workflow coordination.
• Fostered a positive, performance-driven culture focused on accountability, productivity and continuous improvement.

Sales Executive - Coffee Excellence (Pty) Ltd - Century City

(2023-10 - 2024-06)

Responsible for growing revenue through new business development, account management and targeted sales activity, while strengthening relationships with existing customers and identifying opportunities to increase market share.

• Developed and maintained relationships with the existing client base to support retention and repeat business.
• Researched and identified potential customers and new market opportunities.
• Contacted prospective clients, presented solutions and managed the sales process through to closing.
• Worked toward defined sales goals and commercial growth targets.
• Developed strategies to expand market share within targeted geographic and customer segments.
• Analysed information from previous sales and marketing campaigns to identify trends and support future decision-making.
• Collaborated with marketing and operations teams to ensure successful execution of revenue-generating initiatives.
• Maintained professional communication with clients and supported ongoing account servicing.

Project Manager / Office Manager - Wordwise Media (Pty) Ltd

(2017-01 - 2023-12)

Held a broad dual-function role combining national project management, office operations, stakeholder engagement, media coordination, event logistics and administrative leadership within a content creation and communications environment.

• Assisted in creating and coordinating CSI programmes for projects implemented across South Africa.
• Arranged and followed up on meetings with corporate sponsors including 3M, Capitec and Pronutro.
• Liaised with government agencies including the Department of Education and SAASTA, providing project progress updates through meetings and reports.
• Monitored project expenditure and communicated budget feedback to key stakeholders.
• Oversaw daily office operations, calendar management and deadline tracking.
• Assisted with sourcing and contacting industry experts and guests for RSG Radio interviews.
• Assisted with preparation of monthly management accounts.
• Managed complaints and concerns and ensured matters were addressed appropriately.
• Maintained accurate administrative records, filing systems and reports.
• Attended meetings with senior management and supported executive-level operational requirements.
• Coordinated office facilities and cleaning services to maintain professional workspaces.
• Supported compliance with labour relations requirements within the office environment.
• Arranged meetings with potential clients and corporate partners for projects and events.
• Secured King Pie participation to provide meals and gifts for more than 250,000 children for the Innovation Challenge.
• Liaised with television, radio and print media and coordinated media interviews for different projects.
• Travelled across South Africa to identify and secure suitable venues for national events.
• Maintained professional relationships with media stakeholders across radio, television and print.
• Distributed application forms and invitations to schools across South Africa for various projects and events.
• Managed the team responsible for receiving entries, digitising documentation and completing school follow-ups before and after events.
• Coordinated the timely delivery and distribution of event materials across South Africa.
• Ensured teachers and parents supporting events received appropriate training and guidance.
• Supported production planning and execution for multiple projects.

Project Manager – HIP2B2 Programme - HIP2B2 / Project Assignment

(2013-01 - 2023-12)

Managed and supported national Maths, Science and Technology education initiatives designed to expose learners, including learners from previously underprivileged communities, to STEM-related industries and opportunities.

• Supported the development and implementation of CSI programmes for national education projects.
• Coordinated meetings and engagement with corporate sponsors including 3M, Capitec and Pronutro.
• Liaised with the Department of Education and SAASTA regarding project progress and stakeholder requirements.
• Tracked expenditure and provided budget feedback to relevant project stakeholders.
• Coordinated project communication, event arrangements, stakeholder updates and national delivery requirements.
• Supported programmes reaching thousands of school learners from Quintile 1 to 4 schools across South Africa.

Production Manager - Koko Stock Productions

(2016-01 - 2017-12)

Responsible for coordinating production activities from initial planning through execution while contributing to both operational and creative requirements within the production environment.

• Managed all aspects of production from planning through to execution of different projects.
• Coordinated production requirements and supported delivery against project objectives and schedules.
• Worked as an Assistant Director on productions.
• Provided photography support as part of the production function.
• Worked closely with production stakeholders to ensure projects were delivered efficiently.

Sales Representative - Boland Printers

(2014-01 - 2016-12)

Responsible for developing new business, servicing existing customer accounts and maintaining strong client relationships within the printing sector.

• Managed customer and client relationships and maintained regular communication with existing accounts.
• Serviced existing customers and identified opportunities to grow repeat business.
• Prospected and established new accounts to expand the customer base.
• Engaged clients regarding printing requirements, service needs and order specifications.
• Supported quotation and order coordination between clients and production requirements.
• Maintained a strong focus on customer service and relationship development.

Project Manager - Wordwise Media (Pty) Ltd

(2011-07 - 2015-10)

Managed national projects, educational initiatives and events for a content creation and communications business servicing clients and partners including RSG Radio, Capitec Bank, Pronutro, HIP2B2, 3M and SAASTA.

• Managed logistical planning for events, including venues, flights, catering and supporting arrangements.
• Managed project budgets and financial planning.
• Prepared itineraries, bookings and event coordination schedules.
• Facilitated events locally and nationally.
• Managed media correspondence, including television, radio, magazine and newspaper interview coordination.
• Prepared and distributed press releases.
• Supported marketing and promotion of events and national initiatives.
• Liaised with key role players and HIP2B2 Brand Ambassadors nationally.
• Managed administration and prepared project reports and feedback for board members.
• Networked with current and potential project partners.
• Liaised with government stakeholders including the Department of Trade and Industry, Department of Science and Technology, SAASTA and Technology Innovation Agency.
• Managed relationships with corporate partners including ProNutro, 3M, Capitec Bank and HIP2B2.
• Managed staff internally and nationally at events.
• Handled RSG administration and arranged interviews with guests, field specialists and celebrities.
• Coordinated Fleur du Cap show bookings and Fiesta bookings for the Managing Director.
• Represented the organisation at special events.
• Managed, promoted and implemented the Capitec Bursary Programme in the Cape Town and Winelands District.
• Managed and implemented the Capitec Winter Schools, Capitec Spring School and Siyavula Revision Workshop for Grade 10 Pure Mathematics learners.

Store Manager - The Foschini Group (TFG) – Musica Mega Store - Cape Town

(2011-02 - 2011-07)

Responsible for store leadership and day-to-day retail operations across Musica Mega Store locations including Canal Walk Shopping Centre, Tygervalley Shopping Centre and Cape Gate Shopping Centre.

• Managed daily retail store operations and customer service delivery.
• Supported sales performance and achievement of store objectives.
• Managed staff performance, task allocation and day-to-day team requirements.
• Maintained merchandising and operational standards.
• Handled customer service issues and supported a positive in-store experience.
• Supported stock, administration and general store controls.

Store Manager / Visual Merchandiser / Customer Service Trainer - The Foschini Group (TFG) – Due South, Canal Walk Shopping Centre - Cape Town

(2008-08 - 2011-01)

Held a multifaceted retail leadership role combining store management, visual merchandising and customer service training within a major national retail group.

• Managed day-to-day store operations and supported achievement of sales and service objectives.
• Led and supported store staff, including customer service coaching and training.
• Implemented and maintained visual merchandising standards to support brand presentation and sales performance.
• Managed customer service standards and assisted with the resolution of customer concerns.
• Supported stock control, merchandising, administration and store compliance.
• Maintained a professional retail environment aligned with TFG and Due South standards.

Grade 12 / Senior Certificate - Swartland High School (1992)

Certificate - Educational Studies to Speakers of Other Languages - TEFL Training College (Online) (2014)

Certificate - Occupational Health and Safety (OHS) Representative

Certificate - R638 Occupational Health and Safety Training

Certificate - Incident and Accident Investigation