Open to opportunities

Luyando N

@luyandon

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Results-driven Customer Experience (CX) Professional

South Africa

Message

What I'm looking for

I am looking for a role that allows me to drive customer intelligence and development strategies, create profitable synergies with key decision-makers, and grow business revenue streams while maintaining a customer-centric culture.

As a charismatic and customer-centric professional, I have a proven track record of delivering visionary customer excellence and leadership in highly competitive markets. I embed a revolutionary customer culture driven by profitability, strategic customer direction, executive relationship management, and service delivery excellence to improve customer satisfaction, retention, and ultimately, revenue growth.

With a consistent record of improving current service offerings, I focus on realigning the overall perception a customer has of a brand to maintain public reputation and build rewarding relationships. My expertise spans customer leadership and growth, people development, and core strengths in design thinking, principle-based leadership, and embracing change.

I have a strong background in digital marketing, customer success, and experience management, with proficiency in various software tools, including Tableau, PowerBi, Google Analytics, and Salesforce. I am a member of the Customer Experience Professionals Association (CXPA) and hold a BA in Industrial Psychology and International Relations.

Experience

Work history, roles, and key accomplishments

Current

Strategic Customer Excellence Manager

Current

Confidential Company

Nov 2023 - Present (1 year 6 months)

Leading omnichannel customer experience strategies to enhance customer interactions and satisfaction. Conducting market research to identify growth opportunities and managing project assignments to ensure timely execution of strategic initiatives.

Customer Experience Management Market Research Project Management Digital Marketing User Experience Design Stakeholder Engagement Strategic Planning Customer Advocacy

Customer Experience Strategy Lead

Confidential Company

Sep 2021 - Oct 2023 (2 years 1 month)

Formulated and implemented customer-centric frameworks, achieving a 90% response rate on surveys and increasing user engagement by 15%. Managed a team of over 100 employees and improved NPS score significantly through strategic initiatives.

Customer Centricity Team Management User Engagement NPS Implementation Campaign Management Stakeholder Engagement Customer Retention Research Analysis

Marketing and Business Development Manager

Confidential Company

Dec 2019 - Aug 2021 (1 year 8 months)

Increased sales by 33% through strategic analysis of guest feedback and enhanced marketing campaigns. Achieved a 40% increase in social media engagement and improved operational efficiencies.

Sales Strategy Marketing Campaigns Social Media Management Sales Efficiency Customer Feedback Analysis Business Development Engagement Team Leadership Strategic Planning

Support Centre Operations Director

Confidential Company

Oct 2018 - Dec 2019 (1 year 2 months)

Directed financial performance and strategic vision of support centres, increasing partner revenue by 10% and expanding operations into new cities through stakeholder engagement.

Operations Management Financial Operations Revenue Stakeholder Engagement Vision Process Optimization Team Leadership Business Expansion Performance Metrics

Customer Experience Manager

Confidential Company

Sep 2015 - Oct 2018 (3 years 1 month)

Implemented a comprehensive CX strategy that enhanced customer satisfaction scores and operational efficiency. Launched a digital support AI chatbot and managed customer engagement activities.

Customer Experience Strategy Customer Engagement Automation Customer Journey Mapping Project Management Loyalty Programs

Social Media and Content Manager

Confidential Company

Oct 2012 - Jan 2013 (3 months)

Managed social media platforms and website, achieving a 15% increase in reach within six months. Developed content plans aligned with marketing strategies and tracked digital traffic metrics.

Social Media Management Content Strategy Digital Marketing Performance Metrics Marketing