Melanie van der Linde

Leading the two main departments within the logistics team including customer service and delivery operations. Measure, automate, improve. Key highlights include: - Launching 100 Pick n Pay stores for grocery deliveries through the Bottles app in 3 days due to level 5 lockdown implementation - Improving on-time delivery SLA's from 50.4% to 89.9% in 12 months with 1.9x growth

Summary: Managing delivery operations across Western Cape and Kwa-Zulu Natal. Ensuring optimal fleet management of independent contract delivery-partners and overseeing expansion plans nationwide.

Summary: As part of the global strategy, a decision was made to migrate the SSA (Kenya, Nigeria, Uganda and Tanzania) products to our tech platform based in Buenos Aires. This also included closing the local offices in Nigeria and Kenya, and migrating the operations to our Cape Town office. I led the migration project from a local perspective. My duties included: Locally managing the tech migration for Kenya, Nigeria, Uganda and Tanzania Managing operational migration of Kenyan, Nigerian, Ghanaian, Ugandan and Tanzanian support to the Cape Town office Interim Head of User Centricity: (Replacing the current head whilst on maternity leave) Improving systems and team performance to account for the extra workload after migration Implementing OKR's to each of the three teams (Content Quality Assurance, Customer Support, Trust and Safety)

Summary: As a team, we built and maintained the product for Kenya, Nigeria, Uganda and Tanzania. My duties included: Implementing and managing OKR's (Objectives and Key Results methodology) into the tech team to improve performance and focus Managing weekly sprints and speccing tickets for execution Managing local stakeholders to prioritise existing bugs and proposed feature requests Quality assurance through testing new releases and communicating improvements to local teams

Summary: As part of an agency, we helped clients to improve their digital conversion funnels through consultation and execution. The company was closed due to an acquihire by one of our clients, OLX. My duties included: Account and project management Paid advertising campaigns (Adwords, Facebook, Twitter, LinkedIn) Campaign tracking and analytics SEO analysis Client reporting Client management

Receiving and analysing briefs from Business Development Managers (BDM's) for sign-off Managing BDM's to ensure that client and stakeholder expectations are managed efficiently Campaign design & mechanics: reworking briefs to implement into back-end (Django) Uploading of campaigns of variable complexities onto back-end (Django) Undertaking the entire testing process before releasing the campaign Bug investigation and escalation to development team Releasing campaigns onto platform Monitoring live campaigns to ensure timely report delivery Community activation as well as community acquisition Creating and updating project plans (Asana)

Managing customer support team providing customer service to 130,000 jobbers (customers) Ensuring SLA's and KPI's are met within the team Managing customer service portal, monitoring and creating support articles Investigating bugs, with consequent full escalation report creation and delivery to CTO Creation and execution of direct communication strategies to 130,000 customer base Social media content creation Social media content moderation

Staff management & training Events management Stock management Sales and revenue reporting Delicatessen procurement HR management Social media management