Summary
Overview
Work History
Skills
Accomplishments
Career Summary
Affiliations
Certification
Timeline
Generic

Susan Dlima

Hillsborough,Region

Summary

I am a Customer and people-oriented Strategic Leader with a proven track record of transforming teams to deliver successful business outcomes. I have over 20 years of experience in retail banking and supermarkets. Specializing in delivering large scale complex programmes of work. In the recent years I have had the pleasure to successfully lead and deliver significant projects and transform business critical functions. To name a few; Developed and launched the largest loyalty programme in New Zealand - Onecard. Led the transformation of procurement of the largest supermarket chain in NZ. Led the launch of 9 co brand insurance products.

I am a Dedicated retail professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

I enjoy the privilege of leading large teams of people, and thrive on bringing out the best in them through leadership, culture and engagement.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Programme Lead

Westpac New Zealand
Auckland
10.2021 - Current
  • Led programmes of work by pulling cross functional teams together around a common purpose to deliver successful business outcomes. Currently leading:
  • Business Process Manager (BPM) Migration
  • Chapter 12 CCCFA workstream

Loyalty Consultant

Air New Zealand
Auckland
04.2021 - 09.2021
  • Led the development of the Loyalty strategy to diversify into alternative verticals - white label credit cards and the development of the Hotel strategy.

Head of Replenishment

Woolworths New Zealand
Auckland
01.2017 - 01.2021
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning. Leading a culture of continuous improvement.
  • Lead and engage team of 80 to maintain availability of stock, for over 200 supermarkets, safety of team members and customers, and deliver outstanding shopping experiences for our customers.
  • Develop and maintain 3rd party relationships to ensure end to end availability e.g. ports of Auckland.
  • Develop and maintain business partnerships with suppliers to ensure Countdown was supply business partner of choice.
  • Business review, Audit.
  • Prepared and recommended long-range plans for development of department personnel.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Leveraged stakeholder relationships to influence ranging decisions and deliver an efficient supply chain with minimal stock loss.
  • Developed SWOT analysis and executed targeted strategies accordingly using data-driven decision-making.

Head of Loyalty & Financial Services

Woolworths New Zealand
04.2014 - 12.2016
  • Led the Marketing Strategy for financial services products and loyalty program.
  • Drove customer profitability through loyalty strategy development . Including building enablers e.g. technology platform to constantly innovate.
  • Delivered data assets that could be leveraged to make business decisions and also serve to be a stand alone revenue stream.
  • Owned End to end responsibility for profitable growth of financial services portfolio. Led development of acquisition, engagement and retention strategies.

Skills

  • Strategic planning
  • Project Management
  • Operations management
  • Stakeholder Engagement
  • Product Management & Development
  • Marketing
  • Financial Management
  • Policies and procedures
  • Contract Negotiation
  • Coaching and mentoring
  • Business Leadership
  • Decision Making
  • Compliance

Accomplishments

  • Led the development and launch of the largest Loyalty Programme in New Zealand.
  • Led the development and launch of a suite of Co-Brand Insurance products
  • Lead and developed Talent Forums Trans Tasman for Replenishment.
  • Frequent speaker on the panel for Women In Leadership within the FMCG and Manufacturing Associations.
  • Highest Engagement Score Nationally. This in turn drove an increase in Voice of the customer score and NPS.
  • Led the transformation of Replenishment delivering world class on shelf availability for customers even during COVID.
  • Led the transformation of Supply Chain launching a new Bulk Distribution Centre
  • Led the transformation of new distribution models "direct to stores".
  • Established new business functions e.g. Landside logistics.
  • Led the successful negotiations of multiple complex contracts with Z, BP, Gull, AA and AASF to launch Onecard.
  • Rolled out a national new debt collections system.
  • Established successful Direct sales channels (tele- marketing and personal sales five 3rd party agencies)


Career Summary

  • Westpac New Zealand Programme Lead October 2021 to date
  • Air New Zealand Loyalty Consultant (Contract) Apr 2021 to Oct 2021
  • Woolworths New Zealand Head Of Replenishment Supply Chain Manager Jan 2017 to Jan 2021
  • Woolworths New Zealand Head of Loyalty & Financial Services Apr 2014 to Dec 2016
  • ASB Bank Ltd Senior Product Manager (Home Loans, Credit Cards, Transactions) Mar 2010 to Apr 2014
  • Kiwibank Limited Senior Product Manager Debit Cards Jul 2009 to Mar 2010
  • American Express Senior Credit Risk Manager Oct 2006 to Jan 2009
  • American Express Senior Product Manager Apr 2005 to Oct 2006
  • American Express Direct Sales Manager Mar 2002 to Mar 2005
  • HSBC Various roles Debt Collections, Authorisations, Operations 1998 to Dec 2001

Affiliations

  • Represented Woolworths NZ at the FGC ( Food Grocery Council of NZ retail and Supply Chain )
  • Represented Woolworths NZ at TPF ( Trans Tasman Trading partner forum for Supply Chain )

Certification

  • Masters in Marketing Management University of Bombay
  • Bachelor of Commerce - Financial Accounting University of Bombay
  • Direct Marketing certification (Distinction) from NZMA

Timeline

Programme Lead

Westpac New Zealand
10.2021 - Current

Loyalty Consultant

Air New Zealand
04.2021 - 09.2021

Head of Replenishment

Woolworths New Zealand
01.2017 - 01.2021

Head of Loyalty & Financial Services

Woolworths New Zealand
04.2014 - 12.2016

Similar Profiles

CREATE PROFILE
Susan Dlima