Open to opportunities

Ema Murigi

@emamurigi

Message

I deliver high-impact customer success and digital marketing, transitioning from 7+ years in aviation.

Kenya

Message

What I'm looking for

I’m looking for remote customer success work where I can deliver empathetic, crisis-ready support, improve retention through multi-channel communication, and drive results with digital marketing skills.

I’m a customer success and digital marketing professional with 7+ years of high-performance experience in international aviation, sales, and marketing. I’m known for maintaining a 95% passenger satisfaction rating across 50,000+ interactions with Kenya Airways—backed by strong communication, empathy, and crisis management under pressure.

In my roles, I’ve owned the passenger experience end-to-end while building loyalty with repeat high-value customers through personalized, anticipatory service. I also led emergency response during in-flight medical crises, coordinating confidently with crew and ground teams when time and pressure were extreme.

Alongside customer-facing leadership, I’m transitioning into remote customer success, support operations, and digital marketing. I’ve mentored and onboarded 50+ new crew members, earned 8 HubSpot Academy digital marketing certifications, and built multi-channel digital marketing campaigns at Dreamcoat Ltd to drive measurable increases in client retention and sales conversions.

Experience

Work history, roles, and key accomplishments

Senior Flight Attendant Lead

Kenya Airways

Dec 2021 - Jun 2025 (3 years 6 months)

Maintained 95% passenger satisfaction across 50,000+ international passenger interactions for Kenya Airways, demonstrating strong communication, empathy, and crisis management. Mentored 50+ crew members and led emergency response during in-flight medical crises while exceeding duty-free sales targets through consultative upselling.

& Customer Success Passenger Service Crisis Management Customer Relationship Management Safety Compliance

Flight Attendant - Penial Air

Penial Air Kenya Ltd

Oct 2020 - Nov 2021 (1 year 1 month)

Provided professional passenger support in high-pressure operations while maintaining strict safety compliance and service standards. Conducted onboard training for new crew on safety procedures and service delivery to improve team readiness and regulatory compliance.

Passenger Support Safety Compliance Customer Service Service standards

Flight Attendant - Kenya Airways

Kenya Airways

Oct 2018 - Aug 2020 (1 year 10 months)

Achieved highest duty-free sales on the Juba route (January 2019) through relationship-driven selling and strong product knowledge. Delivered first aid and calm reassurance during in-flight medical emergencies, earning consistent passenger confidence.

Duty Free Sales Product Knowledge First aid Emergency management Passenger Confidence Building

Marketing & Business Dev Assoc

Dreamcoat Ltd

Sep 2016 - Nov 2017 (1 year 2 months)

Planned and executed multi-channel digital marketing campaigns across email, social media, and in-person channels, driving measurable increases in sales and retention. Developed client proposals and managed long-term stakeholder relationships while delivering above-expectation outcomes.

Marketing Campaigns Email Marketing Social Media Marketing Proposals Stakeholder Management Sales Growth Customer Retention

Sales Executive

Insync Solutions Ltd

Jan 2016 - Aug 2016 (7 months)

Resolved customer inquiries with high satisfaction and built lasting client relationships through proactive, tailored communication. Increased conversion rates using personalized product recommendations and consistent follow-through.

Customer Support Conversion Rate Optimization Product Recommendations Client Relationship Management Customer Satisfaction