Jacques Loubser

Experience

• 

  TFG (The Foschini Group)

  Sept 1998 - Sept 2001

  Customer Service Representative

  •Inbound account management•Customer account queries•High purchase vetting

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  Engen

  Sept 2001 - Sept 2008

  Planning & implementing workable solutions to maximize sales opportunities and return on investment from our customer base, minimize credit risk across the allocated customer base, all the while keeping within the guidelines of company process, procedure and the Shared value vision.•Managing a net Sales turnover of R200 mill per annum •Managing a monthly collections book of R10 mill•Managing a daily collections book of R2 mill•Implementation of Sales & Credit management strategy•Managing budget within LOA & plan – operational & capex•Medium term strategy & planning Show less Planning & implementing workable solutions to minimize query generation across the Engen distribution network, all the while keeping within the guidelines of company process, procedure and the Shared value vision.•Short term strategy & planning•Managing QA process of team i.e. rating calls, staff feedback, interpreting reports•The daily & long term functional management of 12 staff members•Executing coaching sessions, in line with ITP guidelines •Liaising & planning with Center manager, as well as Ops manager•Extensive Business interacting•In-depth reporting Show less

  • Telesales Co-ordinator

    Feb 2007 - Sept 2008

  • Team leader - Query management

    Jun 2003 - Feb 2007

  • CSC Customer service representative

    Sept 2001 - May 2003
• 

  The Foschini Retail Group Pty Ltd

  Sept 2008 - Dec 2012

  This position is directly responsible for the planning, implementing and controlling of Call centre related strategies and targets, whilst reporting directly to the GM of Marketing. Further responsibilities included: •Developing, implementing and maintaining operational systems and practices •Ensuring high levels of efficiency and productivity across all operational departments •Feedback and reporting on operations results •Leadership and people management •Full budget responsibility; compiling and managing within limits*Four channels – Publication, Insurance, MTN & Credit limit increases*Total of 24 products*Two shifts – day & night*Span of control – 560 agents incl coordinators & supervisors Show less

  • Operations Manager: Telemarketing

    Jul 2011 - Dec 2012

  • QA Manager: Telemarketing

    Feb 2010 - Jul 2011

  • Team Manager - FoschiniData Service desk

    Sept 2008 - Feb 2010
• 

  Capfin

  Jan 2013 - Sept 2020

  This position, reporting to the Executive of Contact centre operations is responsible for the development, management and specification of strategic solutions within the Sales Operations department with the objective of offering a superior customer experience with an emphasis on origination and acquisition of Capfin financial products.Key performance areas:• Develop, implement and maintain operational processes, systems and practices in a diverse financial product environment with focus on SLA creation and achievement• Create and manager Customer Journeys through the Origination cycle post acquisition through to retention • Establish and manage SLA agreements with internal and/or external service providers in line with Capfin commercial indicators• Establish Direct Marketing and Retention function and capacity• Establish Survey function, methodology and capacity • Design, implement and monitor Capfin Sales Operations Strategy (New Business/ Origination & Acquisition) in alignment with Capfin Vision, Mission and strategic objectives• Management of strategic projects as communicated • Measurement, monitoring and reporting on operations and commercial results• Financial and Risk management of the division• Monitoring Credit Policy and/or Marketing initiatives to measure effect on Operations• Set annual operations targets in alignment with business strategies• Improve systems and processes where inefficiencies have been identified• Lead and direct department in support of Capfin strategic objectives• Establish a departmental culture in alignment with Capfin values and culture Show less This Senior management position, reporting to the Executive of Contact centre operations is responsible for the development, management and specification of strategic solutions within the Customer Services Department with the objective of achieving SLA targets, customer satisfaction and portfolio profitability - across multiple channels, as well as overseeing the achievement and success of the Capfin Customer services call centre. In addition, it includes overseeing the smooth functioning and integration of all customer touch points aligned to business strategy e.g. loans and service related interactions, as well as the creation and implementation of a Customer experience strategy for the 700 seater Capfin Call centre operational space. Show less

  • Head of Sales Operations

    Oct 2016 - Sept 2020

  • Head of Customer Service

    Apr 2014 - Oct 2016

  • Call Centre Manager: New Business

    Jan 2013 - Apr 2014
• 

  HomeChoice

  Sept 2020 - May 2021

  Head Of Customer Service

  Delivering on strategic objectives through facilitating customer first initiatives via the Customer service and QA departments.

• 

  Pepkor Holdings Limited

  Aug 2021 - now

  Group Customer Engagement manager

  Working with Brands to deliver a superior customer experience through large and complex operations. * Transforming business strategy into suitable operational and customer strategies * Management of third party BPO to ensure all customer solutions are deployed to increase CX and decrease costs* Ensure Group projects are suitably solutioned to ensure cross functional alignment * Solution internal & cross border service journeys