BARBARA

Reporting to the General Manager and National Head of Retail Marketing, Barbara is one of three executive-level HODs responsible for strategic direction and operational excellence.
– Spearheads cross-departmental initiatives including customer experience, service delivery, and platform implementation (e.g., Freshdesk, CMS, Emplifi).

• Provide operational insights to the GM and technical teams to optimise service providers and streamline building systems.
• Manage a high-performance team of 9, and supports 5 satellite teams nationwide.
• Develop scalable marketing, brand, communications, and digital strategies aligned with growth goals.
  – Leads customer service standards and shopper research initiatives to inform data-driven decisions.
• Oversee budget of R6.2 million+, managing supplier performance, cost-saving initiatives, and ROI reporting.
• Drive staff training and mentorship as part of corporate transformation and CSI programmes.
• Achievements:
  Successfully implemented scalable customer feedback systems (Freshdesk & Linkify).
• Led operational team coordination for national CSI and stakeholder engagement campaigns.
• Consistent delivery of high-impact marketing campaigns within budget and on ROI targets.