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Oluchi Okafor

@oluchiokafor

Member Engagement Manager at ACCA who increased retention to 98% and brought 90% of enquiries within a 24–48-hour response window.

Nigeria

Message

At ACCA, I own national member service, retention and employer-engagement programmes. I increased member retention from 91.7% to 98% within nine months and brought approximately 90% of member enquiries within a 24–48-hour response window.

At Transport Services Limited (TSL), I built a service-delivery operating function for an 800-plus-truck logistics business. I revived the enterprise SLA framework and created a central register, helping reduce internal response times from approximately 48 hours to six hours.

At Multimix Academy, I led the organisation through ISO 9001:2015 certification and improved learner satisfaction from 65% to 80%. I also led the transition to virtual delivery and launched SupplyEdu ahead of COVID-19.

Experience

Work history, roles, and key accomplishments

Current

Member Engagement Manager

Current

Association of Chartered Certified Accountants (ACCA)

Jul 2025 - Present (1 year 4 months)

Owns national member service, retention, and employer-engagement programmes, coordinating cross-functional delivery through a structured operating model. Increased member retention from 91.7% to 98% and delivered 115% of recruitment targets.

Member Engagement Retention Strategy performance reporting Stakeholder Management Service Delivery KPI Tracking

Head, Customer Experience

Transport Services Limited (TSL)

Nov 2024 - Jun 2025 (7 months)

Built a formal service-delivery operating function for an 800-plus-truck logistics business, establishing governance, performance measurement, and accountability frameworks. Reduced internal response times from 48 to 6 hours and designed a centralised operational dashboard.

SLA Management Operational Excellence Performance Monitoring Dashboard Design Change Management Process Improvement

General Manager / Head of Operations & Learner Experience

Multimix Academy

Feb 2019 - Oct 2024 (5 years 8 months)

Led business operations across learner onboarding, programme delivery, support, certification, and people management. Achieved ISO 9001:2015 certification, improved learner satisfaction from 65% to 80%, and doubled revenue within the first year of transformation.

Operations Management ISO 9001 Process Standardisation performance reporting Learner Experience Virtual Delivery Revenue Growth

Territory Sales Manager

Airtel Networks Nigeria

Mar 2012 - Jun 2019 (7 years 3 months)

Managed sales and service execution across a defined territory, focusing on performance and channel relationships. Ranked second nationally for Mobile Number Portability campaign performance.

Sales Management Territory Planning Channel Management Performance Monitoring

Regional High Value Customer Acquisition Manager

Airtel Networks Nigeria

Mar 2012 - Jun 2019 (7 years 3 months)

Led regional customer-acquisition and service execution across 12 southern states through a 50-person field network. Increased territory revenue by 20% and expanded the active retailer base by 22%.

Customer Acquisition Territory Management Channel Management Performance Management Revenue Growth

Retail Development Manager

Guinness Nigeria (Diageo)

Sep 2011 - Mar 2012 (6 months)

Managed retail execution and distributor performance across the Diobu/D-Line and Bonny Island territory, which accounted for approximately 30% of Rivers State sales revenue.

Retail Execution Distributor Management Territory Management Sales Performance