Open to opportunities

Anne Gichungu

@annegichungu

Client operations and program management leader focused on end-to-end delivery, retention, and data-driven optimization.

Kenya

Message

What I'm looking for

I’m looking for a client-operations or program-management role where I can own end-to-end delivery, improve KPIs and retention, and partner with product/engineering to scale data-driven playbooks in a fast-moving SaaS environment.

I’m a Client Operations and Program Management professional with 12+ years of experience owning client delivery, operational performance, and stakeholder relationships across multi-country SaaS and digital environments. I take full responsibility for outcomes—from onboarding and performance monitoring to issue resolution and continuous optimization—so clients experience consistent service quality.

In my recent role, I managed multi-country client operations supporting 5,000+ users, monitored operational KPIs, and implemented corrective actions to reduce service issues. I’ve led process optimization that improved efficiency by 40%, increased user engagement by 30%+, and built dashboards and reports to track client health and delivery consistency, while partnering closely with product and engineering teams to improve workflows and platform performance.

Experience

Work history, roles, and key accomplishments

Operations & Strategic Project Manager

Sparkmeter Limited

May 2022 - Dec 2025 (3 years 7 months)

Owned multi-country client delivery and operational performance for 5,000+ users, maintaining consistent service quality and satisfaction. Improved efficiency by 40% and increased onboarding user engagement by 30%+ by optimizing processes, monitoring KPIs, and resolving platform issues with product and engineering.

Client Operations Customer Success KPIs Process Optimization Stakeholder Management Onboarding

IT Project Manager

Coseke Kenya Limited

Sep 2018 - Apr 2022 (3 years 7 months)

Led end-to-end client implementations, coordinating internal and external stakeholders to deliver systems successfully and maintain client satisfaction. Identified and resolved operational and system performance issues, tracked project KPIs and risks, and improved delivery consistency through documented workflows and standards.

Client Implementation Project Delivery Stakeholder Management Risk Management KPI Tracking Workflow Documentation Performance Monitoring

Senior Business Analyst

Coseke Kenya Limited

Jun 2016 - Sep 2018 (2 years 3 months)

Analyzed client workflows and operational challenges, recommending process improvements to increase performance and efficiency. Supported requirement alignment and delivery success while contributing to performance monitoring and reporting to enable data-driven decisions.

Business Analysis Process Optimization Client Requirements Alignment Data Analysis performance reporting Continuous Improvement Workflow Optimization

Business Analyst

Enterprise Content Management Ltd

Apr 2014 - May 2016 (2 years 1 month)

Supported client onboarding, training, and system adoption to ensure smooth transitions and improve user engagement. Maintained documentation and operational records to support ongoing delivery, reporting, and knowledge sharing.

Client Onboarding Documentation Management Operations Support Reporting

IT Support & Implementation Assistant

DocuBase Limited

Nov 2012 - Mar 2014 (1 year 4 months)

Provided user support and issue resolution to ensure service continuity and user satisfaction. Assisted onboarding and maintained system records and documentation to support consistent implementation and delivery operations.

User Support Onboarding Documentation Operational Support