Mercy Muthui

I’m a marketing and business development professional with 4+ years of experience driving customer engagement, market expansion, and revenue growth across retail, FMCG, and corporate environments. I built my foundation in customer service operations and then expanded into strategic market development and campaign execution.

In my current Customer Service Specialist role in Skåne County, Sweden, I deliver high-volume support and resolve 95%+ of inquiries within first contact. I improved response time efficiency by 21%, increased customer satisfaction scores by 13%, and strengthened customer retention through long-term relationship building across multiple touchpoints.

Previously, as a Business Developer at Mastermind Tobacco, I developed and presented strategic proposals to executive stakeholders—contributing to expansion initiatives that increased market coverage by 25%. I also generated a 31% increase in qualified leads within 6 months through targeted outreach and pursued new customer segments using competitor and market analysis to refine go-to-market strategy.

As a Marketer at Heineken East Africa, I executed integrated campaigns across TV, radio, social media, and outdoor advertising, increasing brand visibility by 41% across target segments. I’m motivated by data-informed marketing strategies, customer experience optimisation, and stakeholder-aligned execution that turns insights into measurable growth.