Ian Marr

Ian Marr has over 12 years of professional experience in project management, service operations, customer experience, customer success management, change management, operational project management, and logistical planning.

In 2020, Ian Marr began working at inQuba as a Delivery Manager and Customer Success Manager. In this role, they were responsible for project management delivery and service operations change management delivery to existing customer CX and Journey programmes, as well as ensuring customer accounts in the Customer Experience space were managed effectively and efficiently.

From 2008 to 2020, Ian Marr worked as an Independent Management Consultant and Project Manager for Ian Marr Consulting. In this role, they provided management support and consultation services for contact centres, customer service management, customer success management, CX and CRM solution planning, strategic planning, operational management, change management, operational project management, and logistical planning.

In 2015, Ian Marr began working at Ulwembu Business Services as a Senior Operations Solutions Architect. In this role, they were responsible for design and development of WFM/MIS/QA solutions, client relationship and engagement management, call centre operations and analytics, providing key reporting solutions and developing HR systems, and providing project management and operational traction.

In 2014, Ian Marr worked at Ulwembu Business Services as a Solutions Architect: Contact Centre Support. In this role, they implemented WFM and MIS initiatives and methodologies, and made significant improvements to call centre operations and key metrics.

From 2008 to 2013, Ian Marr worked at Ascentys and ABSA. At Ascentys, they worked as a Customer Management/Contact Centre Specialist, providing contact centre consulting and developing customer management strategies and Excel MIS solutions. At ABSA, they worked as a Manager Business Support, responsible for the day-to-day operations of the Business Support function within Group Financial Planning.

In 2012, Ian Marr worked at The Training Room Online and Cell C. At The Training Room Online, they worked as a Project Manager, completing a project in the e-learning space within the timeline and budgetry requirements. At Cell C, they worked as a Customer Management Consultant on a Customer Service Project.

In 2011, Ian Marr worked at Thebe Ya Bophelo as a General Manager Operations. In this role, they were responsible for leading all aspects of operations for the project regarding the take-on of the Hosmed Medical Scheme at TYB and following this take-on to manger the Operations at Senior Level.

In 2008, Ian Marr worked at Eduloan as a Customer Service Management Project Lead and Interim Manager. In this role, they were responsible for interim management of the Student debit card environment, as well as improving performance and service offerings.

Ian Marr attended The Glen High School from 1980 to 1984, graduating with a Matric in English, Afrikaans, Mathematics, Science, Accountancy, and Geography. In 2016, they obtained a Prince2 Practitioner certification from APMG International. Additionally, in 2008, they obtained a Six Sigma Yellow Belt certification from BMG University.