Philip Muriithi
@philipmuriithi
I lead customer experience, branch operations, and remote e-commerce support teams that improve revenue and satisfaction.
KenyaWhat I'm looking for
I've led customer experience and branch operations at MultiChoice Kenya, increasing branch sales by 50%, exceeding revenue collection targets by 30%, and maintaining a 97% average customer service level.
As Branch Manager, I lead operations and customer service teams, develop sales and retention strategies, manage financial performance and inventory, and strengthen B2B stakeholder engagement. I was awarded Best Performing Manager – CX & Care Department in 2021.
Since February 2024, I've supported two fast-growing e-commerce brands through TalentPop, resolving order, shipping, return, billing, subscription, and account issues across email, live chat, and inbound voice channels.
I'm comfortable working across Shopify, ShipBob, Kustomer, Gorgias, and Gladly while coordinating with warehouse, logistics, and operations teams to resolve escalations. I bring hands-on customer support, team coaching, process improvement, reconciliation, and inventory management experience.
Experience
Work history, roles, and key accomplishments
E-commerce Customer Support Specialist
TalentPop
Feb 2024 - Present (2 years 8 months)
Provide omnichannel customer support through email, live chat, and inbound voice for two fast-growing e-commerce brands. Resolve customer inquiries related to orders, shipping, returns, exchanges, subscriptions, billing, product information, and account management.
Branch Manager
MultiChoice Kenya
Oct 2017 - Present (9 years)
Lead branch operations and customer service teams, driving B2B stakeholder engagement and implementing customer journey initiatives. Increased branch sales by 50% through a new sales operating model and consistently exceeded revenue collection targets by 30%.
Branch & Service Centre Supervisor
MultiChoice Kenya
Nov 2016 - Sep 2017 (10 months)
Supervised multiple service centres, improving customer satisfaction initiatives and managing recruitment and workforce planning. Led conversion of Nyeri and Mombasa service centres into fully operational branches.
Business Hall Supervisor
StarTimes Kenya
Jun 2015 - Oct 2015 (4 months)
Led customer service teams and managed daily branch operations, including cash handling, reconciliation, and inventory. Achieved zero stock losses through strong inventory controls.
Customer Service Representative
StarTimes Kenya
Jan 2015 - May 2015 (4 months)
Delivered front-line customer support, managed customer accounts, processed payments, and performed stock reconciliation. Maintained excellent customer service standards.
Business Owner
Mobitech Cyber & Stationers
Sep 2012 - Dec 2014 (2 years 3 months)
Managed business operations, delivered ICT services, managed financial records, and supervised inventory and customer service.
Business Owner
Mobiconnect Enterprises
Sep 2010 - Sep 2012 (2 years)
Managed mobile phone retail operations, delivered mobile money services, and managed customer relationships and inventory.
Education
Degrees, certifications, and relevant coursework
Kenya Methodist University
Bachelor of Accounting and Finance, Accounting and Finance
Bachelor of Accounting and Finance degree from Kenya Methodist University.
Kenya Methodist University
Diploma in Business Administration, Business Administration
Diploma in Business Administration from Kenya Methodist University.
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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