Eddie Njoroge

I bring 8+ years of experience across the travel industry and digital marketing, focused on elevating customer satisfaction through personalized service and strategic insights. I’m recognized for improving retention and growth by turning client needs into clear journeys, backed by customer feedback and data analysis. I also bring intercultural communication and strong team collaboration to every client relationship.

As a Customer Experience Manager at Madfun Travel, I listen to clients and address unique needs with tailored recommendations—helping drive a 25% increase in repeat business. I leverage destination expertise to boost off-peak bookings by 15%, and I design itineraries that improve satisfaction scores by 30% over six months. I stay current on new travel products and promotions to negotiate top-tier deals, contributing to a 20% package deal sales boost, while sales reporting supports a 10% revenue increase.

Previously, as a Senior Tour Consultant at Bonfire Adventures & Events Ltd, I curated exclusive experiences for elite clientele and sustained a 50% client retention rate through high-quality personalization. I grew key accounts and drove a 70% year-over-year sales surge, orchestrating both international and local arrangements to expand corporate travel bookings by 40%. I used CRM tools like Pipedrive and Salesforce to improve client management and increase customer retention by 20%, while collaboration on travel packages increased group sales by 30%.

I also strengthened growth through marketing execution, from ATS Travel to SilAfrica, including amplified social performance and smarter CRM-driven workflows. At ATS Travel, I increased follower engagement by 60% and website referrals by 30%, while optimizing campaigns to exceed engagement goals by 25% through data insights. Across these roles, I prioritized faster communication, lead generation, and continuous improvement—cutting response times by 50% and converting 35% of online inquiries into sales.