Open to opportunities

Christopher Mutua

@christophermutua

Message

Dedicated customer acquisition and retention team manager with 10+ years experience.

Kenya

Message

What I'm looking for

I seek a role that fosters team collaboration and values customer-centric strategies.

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.

Sales Strategy Channel Management Performance Analysis Customer Engagement Market Penetration Partner Recruitment

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 Retention KPI Analysis Campaign Management Data Analytics Customer Satisfaction Market Research Strategic Planning Team Leadership Performance Metrics

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.

Data Analysis Stakeholder Engagement Team Management Quality Assurance Communication Skills Process Improvement Customer Relationship Management

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.

Relationship Building Data Reporting Stakeholder Engagement Market Analysis Communication Skills Team Coordination

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 Care Team Leadership Reporting Communication Skills Problem Solving Customer Engagement Time 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.

Customer Service Data Entry Churn Prevention Cash Management Communication Skills Customer Engagement Reporting Time Management Team Collaboration

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.