For the past 10 years, Caleb has worked with Spark New Zealand, the nation’s leading telecommunications, digital, IoT, SME, and enterprise and government services provider. 

Regarded locally and internationally as a leader across multiple disciplines from agile at scale to frontline unification across retail and contact centres, Caleb has been central to projects and leadership throughout the organisation. 

Roles and experience:

1. Domain Chapter Lead (HO) – Retail and Digital Operations
2. Chapter Lead – Operations
3. Product Owner – CRM User Interface
4. Omnichannel Operations Specialist
5. Learning and Delivery Specialist
6. Frontline sales and customer service 

These roles have given Caleb extensive cross-industry experience and enable him to deliver exceptional outcomes for customers and stakeholders.

Caleb has held the Retail and Digital Operations Lead role since 2022. 

As part of the Consumer Channels Leadership Team, Caleb creates and drives the strategic direction of technology, process, and property across Spark’s retail, contact centre, and messaging channels.

Within this role, Caleb is a part of a number of internal and external governance and steering groups including with the Telecommunications Forum (TCF) and Retail NZ.

Delivery and project highlights at a glance:

1. Retail and wider business contingency during COVID-19 
2. Design and delivery of Unified Frontline (UFL) merging retail and contact centre
3. Leadership over replacement of ageing point of sale system
4. Design and delivery of click and collect (NZ telco first)
5. Launches of flagship devices and customer propositions such as eSIM and OneNumber
6. Customer Relationship Manager (CRM) training design and delivery 
7. Nationwide retail store franchise in-housing
8. Replacement of end-of-life store networking and security solution