Charlene van Zyl | eCommerce Africa
Head of Customer
Woolworths

Charlene is currently Head of Customer at Woolworths. She holds two honours degrees in marketing and information management and an M.Com in strategic management focusing on achieving a sustainable competitive advantage through customer value and CRM. She has worked across multiple industries including: consulting, banking, insurance, wealth management, FMCG, telecommunications and retail.  Her focus has always been around achieving a step change through improving all aspects of the relationship with the customer including development of: 360 degree BI solutions (incl. building and commercialisation of big data platforms), in-depth customer profiling and analytics, customer segmentation models and associated value propositions, re-engineering of channel and service interactions (call centre, retail and digital), end-to-end customer life-cycle management (CRM and specialist direct marketing), digital marketing and ecommerce, customer experience program design and implementation, and loyalty entrenchment (reward programs, churn reduction, increased lifetime value).


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