Gerald Lau

Experience

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  United Colors of Benetton

  Jan 1988 - Jan 1991

  Marketing Manager South Africa

  Marketing functionSelection and purchasing of stock for 16 outlets Supplier managementNew store development Franchise management (6 stores)Sales management Overall customer service functions

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  Sun International

  Feb 1991 - Jan 1992

  Floor Manager

  Total management of the VIP areas with the main focus on servicing the needs and requirements of the customers within the total gaming experience offering

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  Woolworths

  Feb 1992 - Jul 1997

  Customer Services Manager

  Management of the Customer Service and Credit function in the flagship storeResponsible for the Customer Services training for the Eastgate regionManagement of Customer Focus Group sessionsCollation of Customer feedback to improve their store experience

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  Teljoy Cellular Services

  Jul 1997 - Dec 2000

  Customer Retention Manager

  Building the Retention department and documenting the relevant supporting policies and proceduresRetention of the existing customer base through the management of the Retention Department and its interaction with respective business unitsInvolvement in new product/services testingSelection and implementation of the CABS billingand Customer management system

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  Vodacom

  Jan 2001 - Jun 2012

  Responsible for creating a Customer Experience Management framework within the organisation and effective management of the Group Customer Experience Management (CEM) portfolios across all Vodacom Operating companies to ensure that all complex business problems are translated into lasting solutions and improved customer experience results Formulation and implementation of the strategy for the Division and managing the operations and support functions in line with the targets for Customer Care. Managing the Call Centre front line operations location in Service Park (Vodacom Main Campus) in line with the strategic direction for the Customer Care division. Maintain Customer Loyalty through the management of the Retention DepartmentEnhancing the role of the Trade Partner SupportDesk when assisting the Dealers and Franchisees to manage the customersBuilding the Premium Support Desk to support the Onyx loyalty programmeBuilding an Outbound team to evaluate Customer Service and to promote/sell our portfolio of VAS

  • Executive Head - Group Customer Experience Management

    Apr 2011 - Jun 2012

  • Executive Head - Call Centre Operational Support

    Jan 2008 - Mar 2011

  • Executive Head - Customer Care Call Centre

    Jan 2006 - Dec 2007

  • Customer Retention Manager

    Jan 2001 - Dec 2005
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  RANGEHOLDER LIMITED (South Africa)

  Jul 2012 - Dec 2015

  Co-founder

  Rangeholder ® is a unique golf club holder. Sold in over 25 countries and now in South Africa. It is fast becoming the most wanted gift for corporate events.

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  Cell C

  Aug 2012 - Oct 2018

  To incorporate the Customer Care function to fit and align to the newly formed Customer Experience Portfolio (Risk, Digital, Subscriber Credit and Customer Care).To formulate and implement the strategy of theCustomer Experience department by supporting the planning, directing and leading the Customer Experience function for the company: As the company’s Customer Experience change agent, the goals are to: • Change the customers view/perception on the experience created and offered by Cell C• Build a robust Customer Experience framework and work closely with various internal stakeholders to contribute to ongoing customer improvements • Drive and deliver and Omni-channel experience • Create a persistent focus on the customer in all decisions and actions the company takes through creating and implementing a customer experience framework• Lead cross functional support across the company to drive the focus for an optimum customer experience delivery• Lead business reviews to keep internal stakeholders continuously updated on customer focused activities and plans• Support the senior leadership team in their role as change leaders in the service culture transformation journey.Operational responsibilities:• Continually develop a fit for purpose Customer Care operating model to support the customer and business partners• Continually evolve the service organization into a multi-channel contact centre• Promote the companies Service portfolio in the industry Show less To formulate and implement the strategy of theCustomer Care department by planning, directingand leading the Customer Care function for the company: As the company’s customer service change agent, the goals are to: • Change the customers view/perception on service offered by Cell C• Build a robust service recovery framework and work closely with various internal stakeholders to contribute to ongoing process improvements • Formulate a strategy to offer service capability via traditional (Call Centre and Email) and digital channels (Social Media, Online, Webchat and Mobile app)• Create a persistent focus on the customer in all decisions and actions the company takes through creating and implementing a customer experience framework• Lead cross functional support across the company to drive the focus for an optimum customer experience delivery• Lead business reviews to keep internal stakeholders continuously updated on customer activities and plans• Support the senior leadership team in their role as change leaders in the service culture transformation journey.Operational responsibilities:• C-Suite Exco member • Continually develop a fit for purpose Customer Care operating model to support the customer and business partners• Continually evolve the service organization into a multi-channel contact centre• Achievement of SLA’s with Outsourced partners• Attendance of all meetings for Exco members• Deliver cost efficiencies• Promote the companies Service portfolio in the industry Show less To formulate and implement the strategy of the Customer Care department by planning, directing and leading the Customer Support function across two operational sites within South Africa. The role is accountable for the training of the Contact Centre operations, Trade Partners and Regional Operations (including Walk – in centres), managing customer risk across the Contact centre and leading the overall growth and customer satisfaction in Cell C via the introduction of a Customer Experience Management framework.The role supports the overall development and execution of frameworks to improve the experience across all customer touchpoints in order to promote Customer Retention, reduce churn and ultimately increase customer spend, while managing business and customer risk.The role is responsible for the analysis and interpretation of customer and business data in order to predict and improve business performance. Show less

  • Managing Executive : Customer Experience

    Oct 2016 - Oct 2018

  • Managing Executive : Customer Care

    Jan 2015 - Sept 2016

  • Executive Head : Customer Support

    Jan 2013 - Dec 2014

  • Executive : Customer Care Analytics

    Aug 2012 - Dec 2012
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  SIBAYA RISK MANAGEMENT

  Nov 2018 - Apr 2020

  Director Business Transformation

  Areas of expertise• Customer Experience Framework Design and Management• Contact Centre Design and Operations Management• Business Operations Management - Cost Containment initiatives• Business process re-design (digital and automation)• Consulting and Business transformation• Non-Executive Director• Governance, Risk and Compliance• Project management• Executive reporting

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  Fibrepoynt (Pty) Ltd

  Jan 2020 - Jan 2025

  Independent Non Executive Director

  Vice Chairperson

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  Peak Timing

  May 2020 - Sept 2023

  Business Consultant

  Sales and Operations Identifying new markets and eventsProject managing event from sign on to final payment post eventDocumenting and streamlining company processes, Training on equipmentOperations and Logistics management of equipmentEquipment management

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  Regenesys

  Sept 2023 - Oct 2024

  Executive : Customer Relationship Management

  To manage and oversee the global customer relationship and support teams that support all online, local and international students while in South Africa, create an excellent Regenesys student experience and build the Regenesys brand through exceptional service.

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  Bulldog Carwash

  Feb 2025 - now

  Business Consultant

  Managing and improving the operations of the business