Carmia Lureman-Norton

Carmia is a customer experience leader and impact management practitioner with a passion for devising and implementing customer-driven growth and impact strategies in fast-scaling tech environments. With over 15 years of experience, she specialises in building customer capabilities for scale and has played a pivotal role in some of South Africa's most successful scale-ups.

In her current role as Head of Strategic Delivery: Customer & Partner Success at JUMO, Carmia is responsible for delivery on JUMO's B2B2C business model and roadmap. Her focus is to achieve business objectives with increased speed and reduced cost, optimising for both partner and customer success. Her responsibilities include compiling a market-led business prioritisation plan, monitoring the impact of business decisions, and optimising the end-to-end partner experience.

Carmia is an expert in building customer-centered competencies and operations. She has developed the CRM programmes for leading brands across diverse industries including finance and retail. Brands that she has worked with include Capitec Bank and Dove. She also built the delivery logistics and customer support operations for South Africa’s largest fashion eCommerce retailer, Superbalist.

Having experienced first-hand the ability of tech-enabled businesses to rapidly build and grow solutions to societal problems, she’s excited about the opportunity for JUMO to reimagine the delivery of financial services in challenging customer contexts.

Carmia is a co-founder of the Oxford Impact Collaborative, a global platform fostering conversations and collaboration at the intersection of Impact, ESG, and Investment. Her commitment to social impact is further evident through her completion of the Impact Measurement Programme at Saïd Business School, University of Oxford. Carmia believes that businesses leading with customer interest at heart drive social change and are more sustainable, outperforming in their sectors.

Carmia is a CCXP (Certified Customer Experience Professional) and award winning digital marketer. She holds a BA in Media Studies, English Literature and Drama from the University of Cape Town.