Mumbi Kariuki
Kiambu
Summary
A dynamic and hardworking professional with a degree in International Business Administration and a major in Marketing, as well as more than five years of experience working within multinational companies. With strong communication skills and resorceful team leader skilled at analysing market trends and customer needs, this focused and target oriented individual is an effective counselor and born leader. Demonstrating excellent negotiation skills and the ability to earn trust with colleagues, peers and clients, this lively team player will become an asset to a forward-thinking organization.
Overview
9
9
years of professional experience
Work History
Marketing Project Manager
Unilever Kenya Ltd
07.2018 - 04.2019
- Led cross-functional teams in the successful launch of Sunlight - Azuri project, contributing to making sunlight the number one brand in market share for the fabric care category
- Conducted market research to identify new business opportunities and emerging trends, enabling the company to stay ahead of the competition
- Overall project lead with mandate to establish project objectives, procedures and performance standards
- Track and manage costs, schedule, and implement measures necessary to stay on schedule and within budget
- Manage multiple deadlines, including but not limited to internal customer and third party requirements
- Engage cross-functional teams (e.g., field operations, logistics, project finance, manufacturing, project controls, contract management to ensure successful project execution
- Create project cost estimates and negotiate with subcontractors
- Liaising with third party agencies to drive product offtake in the market.
Order fulfillment Executive
Safaricom PLC
01.2018 - 06.2018
- Collaborated with sales teams to develop effective promotional materials
- Processing high volume of customer requests received via Sibel (CRM)
- Manage customer requests in an accurate and timely manner
- Meeting 100% of set service quality and timelines guidelines
- Tracking all raised service requests to completion by following up with other relevant departments
- Resolve customers issues
- Ensuring delivery of services within agreed SLA's
- Strong knowledge of Safaricom products.
Order Processing and Customer service Executive
Nestle Kenya Ltd
04.2016 - 02.2017
- Reporting on weekly and monthly CFR (Customer Fill Rate) report
- Analyzing data and presenting performance weekly/monthly reports for Order To Cash (O2C) meetings
- Create and edit all sales orders in adherence to the stated guidelines and processes
- Ensuring customer satisfaction through customer surveys and visits
- Generating credit notes for returns and refusals from SAP
- Communicate and submit sales order wish dates to Production and Logistics Department
- Communicate wish dates to Production and Logistics Department
- Establish, maintain, and update files, records, and other documents
- Investigate and respond to inter-departmental inquires
- Maintain an in-depth knowledge of products and services offered
- Ensure all documents are prepared and submitted on time for export customers
- Achievement: Received a recognition certificate for developing staff and new team members in customer service (Grow talent and team)
- Automated manual process of printing and scanning orders for export customers.
Customer Service Excellence Officer
Unilever Kenya Ltd
08.2012 - 03.2014
- Dealing directly with customers either by telephone, electronically or face to face, responding promptly to customer inquiries, and obtaining and evaluating all relevant information to handle inquiries and resolve customer complaints
- Reporting on Customer Case fill and adherence to delivery lead times using SAP
- Running and circulating CCFOT (Customer Case Fill on Time) report to DHL
- Generating return orders for both sales and goods return notes from SAP
- Keeping records of customer interactions and transactions
- Communicating and coordinating with other internal departments
- Providing feedback on the efficiency of the customer service process
- Ensuring all customers receive their order in good time and in good condition
- Achievement: Structured a previously manual system of logging in all the customer returns in an excel based sheet SAP Implementation Training Coordinator (Sept 2011 - June 2012)
- Overseeing a network of six countries; Kenya, Malawi, Mozambique, Zambia, Zimbabwe and Uganda with two site coordinators in Ghana, Cote d'Ivoire and Nigeria
- Putting together the training materials and availing them to the end users across nine countries; Kenya, Malawi, Mozambique, Zambia, Zimbabwe, Uganda, Ghana, Cote d'Ivoire and Nigeria
- Maintaining end user certification list for a total of 1020 people
- Managing on going changes and potential conflicts in the training schedules
- Preparing and maintaining the Train-the-Trainer and End User Training schedules
- Distributing the training schedules to Country Process Leads and line Managers for validation
- Tracking daily attendance and assessment of Train-the-Trainer and End User Training participants and producing respective training reports
- Aiding in logistical preparations
- Completing the inventory of training facilities and equipment
- Validating and managing training rooms' set up requirements
- Coordinating the translation and distribution of training materials
- Achievement: Facilitated training of Unilever employees across 6 countries on the new system
- Managed a 98%attendance and pass rate.
Customer Care Representative
Unilever Kenya Ltd
05.2011 - 07.2011
- Updating the customer database, answering customer queries, and ensuring all customer details were logged into the tracker for future reference.
Marketing Intern
East African Breweries Ltd
10.2010 - 12.2010
- Ensuring the Diageo marketing code is fully adhered to in terms of all sign offs in all marketing activities
- Raising purchase orders and logging them in the tracker
- Planning and execution of Tusker Project Fame season four activities
- Taking minutes during meetings and circulating them to the members
- Branding marketing events.
Education
Marketing - International Business Administration -
United States International University
05.2010
Association of Business Executives -
Kenya College of Accountancy
07.2007
Kenya Certificate of Secondary Education -
Mary Leakey Girls' High School
12.2004
Skills
- Strategic Marketing
- Market Research and Analysis
- Brand Management
- Digital Marketing
- Cross-Cultural Communication
- Team Leadership
- Relationship Building
- Data Analysis
- Multinational Business Operations
- Project Management
- Customer experience and satisfaction
Accomplishments
- Received a recognition certificate for developing staff and new team members in customer service (Grow talent and team).
- Automated manual process of printing and scanning orders for export customers.
- Structured a previously manual system of logging in all the customer returns in an excel based sheet.
- Facilitated training of Unilever employees across 6 countries on the new system.
- Managed a 98% attendance and pass rate.
References
- Rosemary Wairimu, Order Fulfillment Manager, Safaricom PLC, +254 723 874709, rwairimu@safaricom.co.ke
- Antony Esyalai, Home Care Marketing Director, Unilever Kenya Ltd, +254 722 744981, antony.Esyalai@unilever.com
- Wendy Waweru, Customer Service Manager, Nestle Kenya Ltd, +254722 689 246, Wendy.Waweru@ke.nestle.com
Hobbies and Interests
- Meeting new people and experiencing diverse cultures
- Reading self-improvement books and articles
- Travelling and Camping
Affiliations
- Experiencing diverse culture
- Reading self development articles
- Training and working out
- Meditation
Timeline
Marketing Project Manager
Unilever Kenya Ltd
07.2018 - 04.2019
Order fulfillment Executive
Safaricom PLC
01.2018 - 06.2018
Order Processing and Customer service Executive
Nestle Kenya Ltd
04.2016 - 02.2017
Customer Service Excellence Officer
Unilever Kenya Ltd
08.2012 - 03.2014
Customer Care Representative
Unilever Kenya Ltd
05.2011 - 07.2011
Marketing Intern
East African Breweries Ltd
10.2010 - 12.2010
Marketing - International Business Administration -
United States International University
Association of Business Executives -
Kenya College of Accountancy
Kenya Certificate of Secondary Education -
Mary Leakey Girls' High School
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