CHRISTINE MBURU

• Documented user stories and product specifications to optimize customer journeys
• Defined product vision, strategy, and roadmap of web, chatbot, app, and new and existing products
• Produced and implemented positioning strategies for product introduction success
• Developed product pricing and branding strategies based on market research
• Consulted with product development teams to enhance products based on customer data
• Spearheaded collaboration across multidisciplinary teams to bring products to market
• Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions
• Conducted continuous evaluations to improve products and user experience
• Monitored market trends and competitor performance and analyzing gaps to update promotional strategies and maximize sales
• Developed product documentation to communicate and align key components of upcoming features and products to internal teams
• Defined and analyzed metrics to measure product performance
• Collaborated with sales, marketing, and support teams to launch products on time and within budget
• Increased customer visits and optimization through engaging content production, such as SMS marketing and Email marketing
• Drove sales and conversion, liaising with marketing to ensure the maximally effective roll-out of promotions across all channels
• Maximized customer satisfaction by reviewing product reviews and suggesting improvements to product prices, and packages
• Delivered a personalized content strategy to drive click-through and increase the propensity to buy.

Key Achievements

• Launched websites across 8 different markets and improved the customer experience by defining better user journeys.
• Grew sales by more than 30% through a proper campaign and content strategy.
• Launched additional products on the chatbot to cover the market demands which led to an increased use of our products and additional acquisition of customers

• Developed and executed business strategies to drive revenue for the business
• Aligned strategy and delivery across departments through strong leadership and communication
• Drove ongoing customer generation strategy, and maintained an effective prospect sales pipeline
• Mentored and monitored the performance of sales team across countries
• Compiled key sales data metrics to formulate reports and communicate progress to senior management
• Ensured seamless customer experience by implementing processes to manage and maintain customer expectations throughout the sales process
• Analyzed data enabling the team to effectively tailor product packages and sales strategy
• Maximized profitability, identifying and proactively approaching new customers in target markets to generate attractive requests for quotes.

• Provided first-class client services, from onboarding to daily account management
• Negotiated buying conditions and sales contracts to secure lucrative deals for key campaigns
• Analyzed consumer data to predict future purchasing trends for informed decision-making on value-added services
• Formulated marketing and advertising strategies for continuous business growth and vendor acquisition for value-added services
• Launched digital marketing campaigns and virtual engagement initiatives to increase product uptake across long-tail and mid-tail vendors
• Developed and sustained critical partnerships with clients, continuously demonstrating value to ensure high rates of satisfaction
• Managed overall performance for long-tail and mid-tail vendors to ensure the growth of sales
• Wrote training materials for vendors as well as managed educational training and webinars
• Managed creation, conception, and presentation of the social media strategy and integrated marketing campaigns into the communication plans
• Managed the online community of the brand and handled the vendor experience on social media
• Spearheaded the overall communication plan for the brand and coordinated all activities built towards ensuring the community strategy supports the overall brand goals and objectives

Key Achievements

• Grew the sponsored products uptake by 61% during Black Friday 2021 and grew the revenue by 285%
• Continuously drove the uptake of Newsfeed & Market insights by 30% month on month
• Improved the NPS to 75% by engaging vendors positively and managing assigned accounts promptly. This also led to growth in referrals to the business
• Engaged a community of 10,000+ vendors with different content to help them grow their sales
• Grew the value-added services revenue by 30% + each month

• Maintained the content and overall look of the production services website and managed orders and client requests on the platform
• Spearheaded acquisition, onboarding, and training of freelancers on the production services platform as well as managing the communications strategy
• Assisted with buying services and communicating with retail merchants to find the best-fit freelancers for them
• Leveraged expertise and training of Jumia's in-house content team to develop effective content and imagery to achieve profitability goals and grow business and client retention
• Liaised between scheduling and planning teams to develop and improve current processes through consistent follow-up
• Managed project scope, schedule, status, and documentation

Key Achievements

• Onboarded a total of 1480 service providers onto the production services platform by continuously training and creating proper referral channels within 3 months
• Drove down the expenditure of the business by 80% by negotiating better prices from service providers and outsourcing services.
• Facilitated quick and easy completion of work by coordinating onboarding of brand products on time.

• Managed a team of 3 employees, overseeing the hiring, training, and professional growth of employees
• Researched and updated all required materials needed for the brand regarding photography
• Supported the head of the department in improving operations and resolving issues to deliver top-notch customer service
• Ensured adherence to quality service delivery and SLAs for continued company compliance
• Handled the day-to-day running of the studio, ensuring high levels of productivity and work progression
• Worked closely with account managers to maintain optimum levels of communication for the effective and efficient completion of work
• Maintained smooth operations of the studio through effective and efficient tracking procedures
• Resolved vendor complaints to maintain complete vendor satisfaction and workforce effectiveness
• Trained and mentored studio assistants, photographers, and editors for a high-performing workforce

Key Achievements

• Increased team efficiency by having proper structures to facilitate the completion of work
• Created a revenue stream for the business by charging for services offered to vendors from our studio
• Improved the vendor satisfaction rate by creating a feedback channel for vendors and in turn led to a high retention rate for vendors

• Wrote content and uploaded it to Jumia's content management system
• Worked closely with the head of the department to improve brand guidelines
• Ensured content consistency across platforms, utilized expertise in fashion to analyze user trends, defined what content works best where and when, and implemented
• Consistently achieved contractual delivery times through hard work and consistency