All photography © Kyla Smith
A Career Built Around People, Driven by a Passion for Africa
After building my career leading ecommerce operations and customer experience, I realized I wanted to build a career creating meaningful experiences rather than simply selling products. ​
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That realisation led me back to something that had been growing for years. Through exploring South Africa's wilderness, completing my FGASA Level 1 Field Guide qualification, and continually learning about Africa's wildlife, conservation, and luxury hospitality, I discovered an industry where my professional strengths and personal passion naturally come together.
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Today, I'm intentionally pursuing opportunities where operational excellence supports exceptional guest experiences. I believe the most memorable journeys are shaped not only by extraordinary destinations, but by thoughtful planning, genuine hospitality, and the countless small details that leave a lasting impression.
What I Bring
[1]
Operational Excellence
Redesigned the inventory synchronisation processes, reducing customer refunds due to stock discrepancies.
[4]
Project Delivery
Delivered cross-functional projects spanning payments, gift cards, customer service and website upgrades.
[2]
Customer Experience
Improved customer journeys by identifying friction and anticipating needs beyond the final transaction.
[5]
Attention to Detail
Managed thousands of SKUs using detailed tracking and reconciliation to prevent errors.
[3]
Leadership
Developed processes, trained team members and gradually transferred ownership so that the team became less dependent on a single person.
[6]
Relationship Building
Regularly coordinate across departments and external partners to solve problems and keep everyone moving toward the same goal.
Built in Complexity. Designed for Experience.
I’ve built my career around making complex, customer-led environments work better. From leading teams and managing large-scale ecommerce operations to delivering systems, process and customer experience improvements, I’ve developed a practical understanding of what it takes to create seamless experiences behind the scenes.
36,500+
5–9
6+
10+ years
SKUs managed
Team members led
LARGE Digital transformation projects delivered
Customer & operational experience
These experiences have taught me to think ahead, solve problems before they become visible, and pay attention to the details that make an experience feel effortless. Now I want to bring those skills into luxury African travel.
The Philosophy of Luxury
Luxury travel is about far more than beautiful destinations or five-star lodges. It's about creating moments that stay with people long after they return home.
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Every interaction matters, from the first enquiry and seamless transfers to a warm welcome at the lodge, exceptional guiding, thoughtful hospitality and the countless small details that shape a guest's experience. It's these moments, carefully considered and consistently delivered, that transform a holiday into a lifelong memory.
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This philosophy is what draws me to the luxury safari industry. Throughout my career, I've found the greatest satisfaction in creating seamless experiences behind the scenes, ensuring every detail comes together effortlessly. Luxury travel offers the unique opportunity to apply that same mindset in a way that inspires connection, wonder and a lasting appreciation for Africa.
The most memorable journeys are built long before a guest arrives.
Let's Connect
I'm currently exploring opportunities in luxury African travel, particularly within operations, guest experience and hospitality.
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If my experience could add value to your team, I'd love to hear from you.
