Head of Customer Success

• Jun 2020 - Present

Client Relationship Manager

• Oct 2017 - Jan 2020

Acquired and managed high value-clients in promoting high quality sales, supply and customer service processes. Forged exceptionally trusting and lucrative relationships with key decision makers – accelerating business development. Grew MoM total revenue (and deliveries) in key accounts according to monthly targets in line with company’s goals. Monitored company performance against service level agreements and flagged potential issues. Worked with the Country Manager of Freight in setting up the unit and led opening up of Inland Container Depot Nairobi in a market expansion drive. Led an inspiring team of Sales Operations Associates for optimal capture of clients’ wallet share.

Assistant Manager - Brand Partnerships

• Nov 2016 - Oct 2017

Accelerated business development while developing and inspiring sales team in achieving consistent growth. Developed trusting relations with merchant partners by constant engagement. Supported Customer Service in addressing customer issues raised during offer redemption. Reviewed merchant performance based on reports shared and worked with account management for offer renewals. Oversaw design and publishing of each deal on the app to ensure quality standards are met. Defined logistics and merchant support needed for key offers being marketed during campaigns. Sourced and on boarded aspirational anchor clients that increased app usage by 40%.

Affiliate Marketing

• Aug 2016 - Nov 2016

Managed a team of Affiliates, ensured campaigns are kept within budget and maximum ROI is achieved. Acquired new partners to grow the affiliate scheme and signed up new merchants in the process. Drafted best solutions for affiliate partners in collaboration with the Affiliate Executives. Kept affiliates up-to-date on new products, any program enhancements, tracked their sales and paid them promptly. Maintained stimulating relationships with the affiliates’ in driving growth.

Editorial Writer

• Sep 2015 - Nov 2016

Increased online sales by writing clear and persuasive copy for the products.Explored different ideas and concepts for both the visual and verbal elements in tandem with the creative team. Performed Search Engine Optimisation (SEO) techniques which increased online rankings for the products listed. Wrote articles for Pigia Me monthly magazine and Rupu’s media platforms.Occasionally supported the social media platforms of Rupu.

Public Relations Assistant

• Jul 2014 - Jun 2015

Creatively wrote journals and press releases for their distribution to media houses for publishing. Fashioned effective media liaison for relevant coverage through media monitoring and steered a barter trade with a leading property television show. Uniquely created, researched and optimized brand awareness through Search Engine Optimization (SEO) texts. Presented technical reports in an easily understood manner through articles to be distributed to the public for brand awareness. Initiated and developed a good rapport with our agents through the weekly agent interviews for the Lamudi journals and monthly agent clinic’s.

Sales Executive

• Oct 2013 - Jan 2014

Implemented the highest standards of client service and quality when conducting business. Elevated client satisfaction by identifying new products and product improvements in the market in order to remain relevant with the industry trends, market activities and competitors. Maintained quality service by establishing and enforcing organization standards. Pioneered for team work to achieve the desired results as required by the organization. Employed innovative sales techniques by establishing contact and developing relationships with prospects; recommending the appropriate product leading to a sale of Kshs 1.5 million.

Studio Technical Operator

• Jan 2013 - Apr 2013

Organised maintenance of programming logs, as required by station management. Effectively controlled the audio equipment in order to regulate the volume and sound quality during television broadcasts and vision mixing of programs. Keenly previewed scheduled programs to ensure that they are ready for transmission. Team working with the technical team for a seamless flow of programs with the proper audio and video levels when on air. Skillfully operated the cameras during live broadcasts.

Radio Production Assistant

• Aug 2012 - Aug 2012

Adeptly complied audio items to go on air.Proficiently ran the radio station when the presenters were away. Routinely maintained the system to avoid back log which could crash radio system. Creatively produced jingles and promos.

News Reporter

• Jun 2012 - Jul 2012

Progressively sourced for human interest news items for Capital FM (Radio and Online.)Executed impartial news article writing for Capital FM.