Christopher Mutua
@christophermutua
Dedicated customer acquisition and retention team manager with 10+ years experience.
KenyaWhat I'm looking for
I am a dedicated customer acquisition and retention team manager with over 10 years of experience in trade channels and customer service. My career has been marked by a consistent track record of achieving record-high customer satisfaction rankings and improving the bottom line through effective management of underperforming operations. I pride myself on being a respected builder and leader of customer-focused teams, instilling a shared commitment to customer service as a key driver of company goal attainment.
In my most recent role as Regional Sales Manager at Wananchi Group, I developed business plans and sales strategies that ensured the attainment of company goals and profitability. I was responsible for the performance and development of channel partners, leading initiatives that included trade marketing activities and market penetration strategies. My previous experience as a Retention Manager allowed me to define and execute customer satisfaction surveys, analyze results, and implement improvement plans that significantly enhanced customer retention and satisfaction.
Throughout my career, I have demonstrated a strong ability to lead teams, manage customer relationships, and drive operational excellence. I am passionate about leveraging analytics to understand customer behavior and develop strategies that enhance loyalty and retention. My commitment to ethical standards and integrity has been a cornerstone of my professional ethos, ensuring that I deliver exceptional service and results in every role I undertake.
Experience
Work history, roles, and key accomplishments
Regional Sales Manager
WANANCHI GROUP(K) LTD
Feb 2021 - Sep 2024 (3 years 7 months)
Developed business plans and sales strategies to ensure company goals and profitability. Managed channel partners and initiated trade marketing activities. Provided feedback on performance and controlled expenses to meet budget guidelines.
Retention Manager
WANANCHI GROUP(K) LTD
Oct 2018 - Dec 2020 (2 years 2 months)
Achieved financial goals in customer lifecycle KPIs. Executed customer satisfaction surveys and analyzed results for improvement. Designed campaigns for retention and upselling, leading the loyalty and retention functions.
Customer Care Team Leader
WANANCHI GROUP(K) LTD
Feb 2012 - Oct 2018 (6 years 8 months)
Managed contact center operations, ensuring accuracy in audits and facilitating stakeholder engagement. Provided problem resolution and maintained high integrity standards in customer service.
Trade Channel Team Leader
WANANCHI GROUP(K) LTD
Apr 2014 - Dec 2015 (1 year 8 months)
Conducted trade visits to dealers and resellers, reporting on data collected and maintaining relationships with key stakeholders. Identified and implemented improvements in service delivery.
Team Leader and Customer Care Representative
Next Generation Broadcasting Kenya Ltd
May 2010 - Jan 2012 (1 year 8 months)
Managed customer care operations, handling calls and correspondence, and supervising team duties. Ensured timely reporting and effective communication between team and management.
Customer Service Representative
GTV Kenya L.T.D
Jan 2007 - Jan 2009 (2 years)
Provided front office customer service, handled data entry, and managed cash reconciliation. Focused on churn prevention and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Railway Training Institute
Advanced Diploma, Business Administration
2004 - 2006
Completed an Advanced Diploma in Business Administration along with two additional diplomas and a certificate in Business Administration, focusing on essential business management skills and practices.
Railway Training Institute
Diploma II, Business Administration
2004 - 2006
Achieved Diploma II in Business Administration, enhancing knowledge in business operations and management principles.
Railway Training Institute
Diploma I, Business Administration
2004 - 2006
Earned Diploma I in Business Administration, providing foundational knowledge in business practices and administration.
Railway Training Institute
Certificate, Business Administration
2004 - 2006
Completed a Certificate in Business Administration, focusing on basic business concepts and administrative skills.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
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