Muthoni Mathenge Email & Phone Number

Kenya

Reporting to the CEO, this role takes responsibility over the business' operations as it delivers its product to the market. -Operational excellence throughout the entire user base as well as the teams responsible for product delivery. Optimizing internal processes to ensure efficiency and synergy in the delivery chain. - Responsible for determining user value and commercial viability of products when creating products. This involves deep understanding of market trends, market research and talking to users.- Process development and management across various complex projects and with multiple stakeholders. - Prioritize user problems based on impact and then come up with a product road map.- Own product and service definition and delivery across different products.- Collaborate with others to create multiple solutions, prioritize them based off business focus and customer impact and then agree on the order of creation.

Kenya

 Thought leadership around Fuzu’s business models going off customer feedback which has led to us reviewing our business models twice so far leading to increased revenue by 50%. Map out customer segmentation, journey maps, onboarding and renewal processes for Fuzu’s product base.  Running the ideation and implementation of said processes allowing for team buy in and product adoption across the customer base to grow our Customer Lifetime Value. Oversight on Fuzu’s entire customer portfolio from onboarding to renewal to upsells or cross-sells ensuring we maintain strong stakeholder relationships through providing great value. The team has maintained a Customer Retention rate of 82% over the past year. 80% product adoption rate across Fuzu’s paid product base which has been achieved through clear processes, defined touchpoints and collaboration between AX and Product to ensure the customer’s voice is heard. Defining and operationalizing clear success metrics for Account excellence, collaboratively building these data sources, and validating them with what clients consider as value. This has allowed us effectively predict Churn rate. Orchestrating a feedback cycle from customer to Product to amplify the Voice of the Customer and retain customer centricity across Fuzu. Supporting the team through the sales cycle by collaborating with both AX and Sales to ensure we grow the team's portfolio. This is through thorough client research, building strong Building multiple teams, coaching teams to grow their technical depth in Sales, lead generation, Customer Success, change management, stakeholder management and client delivery.

Kenya

This role takes responsibility over the customer's experience post sale. It serves as the coordinator for all Post sale activities, mapping out the customer's journey and ensuring business processes work correctly to achieve customer satisfaction. Reviewed service recovery, service management processes, to gain operational efficiency through reducing the Turn-around-Time by 50%, thus driving customer satisfaction levels. Increased overall customer loyalty and retention revenue from 75% to 85% in under 6 months time by strategically employing customer feedback.

Nairobi, Kenya

 Developed (recruited and trained) a lean and efficient Customer service department that supports 15,000+ B2C and B2B customers across Voice, Social Media and API platforms. Key account manager for majority of our business customers, responsible for maintaining good relationships and delivering the best service. Introduced and implemented an omnichannel platform for the three channels and with the option of adding 5 more. This allowed for a single source of truth on key metrics eg. CSAT and NPS data and analytical reports.

Nakuru, Kenya

Led a team of four sales representatives that moved both land and housing products worth over 10 million per month. Grew lead generation avenues and employed telemarketing to reach a wider customer base. Re-designed the sales flow to increase conversion rate by 40%.

Master Of Communication And Media Studies, Communcation And Media

Bsc In Communications And Public Relations