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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