Customer Relations Manager

Location:

Johannesburg, Gauteng, South Africa

Posted:

July 24, 2026

Contact this candidate

Resume:

PASCA NDUMISO DUBE

PERSONAL DETAILS

Known As

Pasca

ID No.

720**********

Nationality

South African

Demographic

Black

Gender

Male

Languages

English

PROFESSIONAL SYNOPSIS

Seasoned and commercially astute retail executive with over 20 years’ experience driving operational performance, revenue growth, and customer excellence across South Africa’s leading retail and FMCG brands. A hands-on leader with extensive multi-store,regional,and.project management experience, l have successfully overseen complex retail operations spanning fashion, FMCG, and lubricants sectors. He has led teams across multiple stores, delivering sustained profitability, compliance, and customer satisfaction while executing large-scale retail rollouts, store conversions, and turnaround strategies.

• I bring deep expertise in retail operations, including merchandising, supply chain management and logistics, inventory management, Standard operating procedures(SOP) financial oversight (P&L, EBITDA), and customer service strategy. lam known for building high-performance cultures, aligning store operations to strategic goals, and embedding retail discipline at all levels. Recognised with multiple industry awards for excellence in leadership and performance l combine entrepreneurial flair with operational rigour. I hold an MBA and a Postgraduate Diploma in Business Management from Regenesys, supported by earlier qualifications in sales and marketing.

.In my current role l manage (SLA)s and Supplier Agreements contracts for Franchisee Dealerships, like Toyota, Nissan, Supergroup,Isuzu, etc including Retail outlets in 3 provinces i.e Gauteng, Mpumalanga and Limpopo work closely with Value logistics in Planning collections, and delivering schedules, Volume and tonnage management.

Skills and Competencies:

• Entrepreneur and Commercial acumen

• Strategic and Decisive and Analytical leader

• Customer Service expert

• Communication and Interpersonal skills

• Emotional intelligence maturity

• IQ, ERP, SAP solutions that connects, POS, Banking, inventory, customer centricity

• Stakeholder relationships

• P&L Financial budget

• Coaching and Mentoring others (team)

• Performance Management

Stakeholder Relations Management:

• Worked with different Trade union affiliates

• Worked with Security and Cleaning Companies across all Major retailers

• Community based NGOs and Civil rights groups in most areas where operated in, e.g. Townships • Suppliers, Sales Representative and Merchandisers

• Insurance Companies

• Telecommunication network providers

Professional Strengths:

• Able to manage multiple projects / tasks simultaneously in a team environment

• Positive and flexible attitude about change

• Logical approach to analysing problems and determining key issues

• Able to work under pressure and meeting deadlines

• Results –driven approach to achieving Sales targets, tasks and key objectives

• Ability to build trust and credibility with managers and employees

• Solid focus on Customer Service and Business growth

• Able to manage systems and organise people effectively

• Communicate effectively both written and verbal at all levels

• Subject Matter Expert (SME)

Principles of Business Management

Operations, processes . Systems management Customer centricity focus

Business Acumen & Analysis

Business Ethics, Risk, Auditor & Compliance

Data Integrity and management

Risk, Stock and Sales Management

Financial Management

Credit and Financial Services

EDUCATION

GASTA XOLO MEMORIAL SCHOOL

1992 Matriculation

DAMELIN BUSINESS SCHOOL

1996 Certificate: Sales and Marketing Management (IMM)

DAMELIN BUSINESS SCHOOL

2000 Diploma: Business Management

REGENESYS BUSINESS SCHOOL

2012 Post Graduate Diploma: Business Management

REGENESYS BUSINESS SCHOOL

2015 MBA

AWARDS / ACHIEVEMENTS

• 2016 CEO Performance Award (Edcon) most profitable stores year to date Gauteng Division - 2016 • 2015 MBA thesis: a Comparative study on customer service between Edcon Group and Woolworths South Africa. • 2009 Metcash Africa t/a (Friendly Grocer) Weekend Away at Sun City for Entrepreneurial Acumen - 2009 • 2006 Awarded Most Pro-Active Project Manager (Pick n Pay Score Group) meeting and completing projects on time- 2006

• Clicks Eastgate Branch Achieved Best Customer Service Recognition trophy 3 times - 2004 • 2002 Clicks Kerk Street Branch – achieved best Christmas Decoration and creativity - 2002 • 2001 Clicks Kerk Street Branch - achieved best Christmas Turnover/Sales target - 2001

COMPUTER LITERACY

• Microsoft Office:

o Word, Excel, PowerPoint

CAREER SYNOPSIS

04/2022– Date CASTROL SA

7 Customer Relations Executive

03/2010 – 04/2020 EDCON GROUP

Regional Operations Manager

02/2008 – 02/2010 METCASH AFRICA / FRIENDLY SUPERMARKETS Regional Area Manager

05/2006 – 01/2008 03/1999 – 05/2006 CAREER HISTORY

SCORE PICK n PAY GROUP Senior Store Projects Manager

CLICKS ORGANISATION Store Manager

04/2022 – DATE CASTROL SA

Oil Company

CUSTOMER RELATIONS EXECUTIVE

Roles and Responsibilities:

• Always looking for new ways to increase volumes, productivity and profitability including generating sales leads, new business

• Building strong and professional relationships with all key clients, and all relevant

stakeholders

• Provide management operational reports

• Provide streamline insights on market intelligence, research trends, analysis e.g. Pricing • Conduct market research and take best practices and optimise business processes to improve performance

• Achievements:

o In my current role I have brought new clients into the business e.g Alan Hudson Motors buying 9000L a month and Toyota Ermelo 10000L this is a huge amount of volumes

to the business

03/2010 – 04/2020 EDCON GROUP

Retail

REGIONAL OPERATIONS MANAGER

Roles and Responsibilities:

• Provided shared vision and leadership to management and employees of multi stores • Responsible for Standard Operating processes and procedures and Key performance indicators

• Overseeing day to day management of stores and operational success to company to achieve set budgets, targets and EBITDA

• Profit and Loss, Budgeting and Managing productivity norms

• Ensured customer service and satisfaction is achieved, stores take advantage on

competitive advantage over competitors

• Enforced All Risk and Safety compliance matters

• Enforced compliance matters, ethical morale and business ethics

• Empowered all employees to embrace change, recruitment and selection and

disciplinary actions

• Distribution Centre (DC) Warehousing Logistics and Inventory Management •

Achievements:

o Included Optimization processes in Stockroom for faster replenishment .This increased Stockturn and improved Sales, productivity and improved customer

service at the checkout.

o Introducing (KVI) known value items and ease shopping experience through store layouts enhanced customer experience

o Enhanced customer service and improved processes, which increased productivity, profitability and sales growth that led to my recognition by CEO Jurgen Schreiber for

most profitable stores in Gauteng.

o Part of my responsibilities were to identify employees with potential and expose them to challenges and projects that empowered for personal growth and succession

plan. We saw more people promoted through this.

02/2008 – 02/2010 METCASH AFRICA / FRIENDLY SUPERMARKETS

Retail / Wholesale and Liquor Division

REGIONAL AREA MANAGER

Roles and Responsibilities:

• Provided Strategic and Entrepreneurial leadership

• Maximizing profit and minimizing operational costs

• Training and Multiskilling employees on different aspects of business

• Ensuring customer service expectations are met, managing stock levels and

• Stock loss according to company benchmarks

• Analysing sales figures and forecasting future sales, analysing and

• interpreting trends to facilitate planning

• Conducting appraisals and performance reviews, as well as providing and training

development

• Distribution Centre (DC) Warehousing Logistics and Inventory Management

Achievements:

• Incorporated liquor stores into Supermarkets. Reduced rental and logistics costs in Vaal region. Company liked the idea and rolled it national

05/2006 – 01/2008 SCORE PICK n PAY GROUP

SENIOR STORE PROJECTS MANAGER

• Responsible for convection of Score Supermarkets into brand and subsequently into Pick n Pay franchisees / family stores as Store Project Manager

Roles and Responsibilities:

• Managed different stores

• Closed and opened new revamp stores in different location / sites

• Successfully managed to complete closures and launched / Opened new stores 2 new months before Occupation Benefits (OB) – this resulted in free rentals

• Managed DC Inventory Returns/Dispatch planning and processes

03/1999 – 05/2006 CLICKS ORGANISATION

STORE MANAGER

Roles and Responsibilities:

• Day to day managing of SOP, Stock Management, Achieve Sales target, and loss control interventions (Shrinkage)

• Provided Strategic and Entrepreneurial leadership to my team and employees

• Maximised profit and minimised operational costs

• Training and Multiskilling of all employees in different aspects of Business

• Responsible for inventory management

• Ensured that customer service exceed expectations

References . Castrol SA

National Channel Operations Manager