Cynthia Kamau
Mombasa
Summary
Top notch Experienced and Innovative Marketing and Customer Relations leader bringing on board over 20 years of expertise in Marketing, Business Development and Partnerships Management.
Committed to exceeding customer expectations while maintaining company standards and guidelines with a proven ability to effectively resolve issues, resulting in higher customer satisfaction ratings.
Adept at organizational promotion by effectively managing Stakeholder relations implementing Strategic Business plans, driving growth and improving operations.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Marketing Officer (Domestic Market)
Kenya Ports Authority
07.2023 - Current
- Recommending initiatives to incorporate into KPA'S Marketing Strategy to grow the Authority's volumes through promoting the Naivasha Inland Container Depot (ICD) and North Central Corridor
- Identifying and recommending a market research programme aimed at achieving business growth enhancing customer satisfaction and harnessing competitor insights to guide the corporate strategy
- Developing effective market intelligence aimed at developing strategies for building market share in assigned segments
- Coordinating the development and implementation of the Customer Relationship Management program for better market segmentation, targeting and customer retention
- Identifying and recommending appropriate market research initiatives through effective market intelligence techniques and customer analysis to guide in decision making
- Overseeing the implementation of the Customer Service Charter sensitization to ensure alignment of the KPA service standards with the industry standards
- Monitoring the quality of customer service across the organization's touch points against key performance indicators (KPIs)
- Monitoring trends and preparing monthly, quarterly, and annual reports
- Managing Stakeholder Partnerships with government agencies and private sector institutions involved in cargo clearance.
Marketing Executive, Transit Markets
Kenya Ports Authority
04.2022 - 04.2023
- Identified target audiences and devised campaigns to match target demographics and optimize results.
- Identified value propositions and key messages for company marketing campaigns.
- Developed innovative and targeted collateral to support overall branding objectives.
- Preserved brand integrity by monitoring consistency and quality of marketing content.
- Worked with communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.
- Maintained reporting and developed actionable insights to continually improve branding efforts.
- Researched industry and marketplace trends to develop marketing solutions and enhance business operations.
- Planned and executed events and marketing programs and campaigns to to target groups, areas and wider community to increase qualified leads.
- Managed and oversaw design of marketing material and promotional literature for organization.
- Implemented the departmental risk management framework.
Country Representative (Rwanda)
Kenya Ports Authority
01.2012 - 04.2022
- Established Country requirements for office set-up, developed proposals and Set-up the Kenya Ports Authority Liaison office in Rwanda
- Recruited, interviewed and facilitated hiring of employees and implemented training and mentoring program to equip newly hired staff with necessary skills.
- Managed all Financial, Human Resources, Administrative, and Customer Experience operations of the Rwanda Liaison office.
- Executed excellent Diplomatic Relations with Rwanda and Kenya Government officials for enhanced Trade Facilitation
- Managed Partnerships with the the private sector and Partner Government Agencies in Rwanda & Kenya.
- Developed, implemented, and monitored annual marketing plans, activities and budgets for the Rwanda Market to increase market share growth and profitability within budgeted parameters.
- Monitored and analyzed business volumes, market share trends, and competitive activity.
- Coordinated customer management and activities/projects in Rwanda with internal and external resources to achieve results.
- Identified areas of new business opportunities in Rwanda and recommending appropriate strategies to exploit/develop those areas.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Created customer support strategies to increase customer retention.
- Onboarded new customers efficiently by developing database listings, uploading information, and defining related lists.
- Initiated the development of marketing intelligence approaches to enhance competitiveness of the Port of Mombasa to the transit markets.
- Established a reliable database for customer analysis and profiling for the Rwanda Transit market segment.
Customer Relations Officer (Burundi & DR. Congo)
Kenya Ports Authority
01.2008 - 12.2012
- Executed Trade Exhibitions
- Facilitated Port stakeholder forums in the region with the KPA Management, the Kenya High Commission and Government Agencies.
- Planned, executed and implemented Corporate Social Responsibility activities for the Port in Burundi.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Managed customer relations on ongoing basis to maximize customer retention.
Customer Relations Officer (Rwanda & Southern Sudan)
Kenya Ports Authority
01.2007 - 12.2008
- Formulated marketing plans and programmes which were integrated into the comprehensive corporate plan of KPA.
- Managed Stakeholder partnerships and Customer relations with Port users to ascertain the level of satisfaction in respect of the Authority's services and proposing improvements where necessary.
- Monitored the trends in transit traffic and proposed appropriate measures to sustain positive trends.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Superintendent (Statistics)
Kenya Ports Authority
03.2004 - 05.2007
- Prepared daily Operational Performance reports
- Supervised 14 sectional staff
- Maintained up-to-date statistical records
- Prepared detailed proposals to management on strategies to improve Port Operations.
Management Trainee
Kenya Ports Authority
02.2003 - 03.2004
- Gained knowledge of company policies, protocols, and processes
- Prepared documents and updating records
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
Business Development Executive
Superclean East Africa
02.2000 - 01.2002
- Garnered key corporate contracts through aggressive direct marketing & participation in competitive tendering
- Client Relationship service & establishment of Service benchmarking standards
- Initiated the 1st Corporate Social Responsibility event visit to Thomas Barnado Home & the 1st Employee Recognition event at the Arboretum Drive for staff.
Education
Post Graduate Certificate in Marketing -
Herriot Watt University
Bachelor of Arts Degree (Economics) Upper 2nd Class Honours - undefined
University of Nairobi, Kenya
Certificate in Secondary Education - undefined
State House Girls High School
Certificate in Primary Education - undefined
Plainsview Primary School
Post Graduate Diploma in Marketing -
Herriot Watt University
MBA - International Business
Kenya Methodist University
Mombasa, Kenya 10-2025
Master of Science - Marketing
Herriot Watt University
Edinburg, Scotland01.2023
Skills
- Leadership
- Confidence
- Emotional & Cultural Intelligence
- Relationship Building & Management
- Commitment & Resilience
- Decision making
- Agility & Adaptability
- Negotiation
- Innovation & Creativity
- Honesty
- Ability to go above and beyond
Certification
- 2003, WOMESA - Association for women working in the Maritime sector in Eastern and Southern Africa Region
- 2001, MSK - Marketing Society of Kenya - Membership No. M2354/MSK
- 2005, CIM - Chartered Institute of Marketing - Membership No. - 40220179
- 2003, Diploma in Business Administration, Association of Business Executives (UK)
- 2001, Management of Container Terminal Operations, Bandari College
- 2005, MDP 1 & 2, Project Planning & Management
- 2007, Port Senior Management, Galilee College, Israel
- 2010, Customer Relationship Management, CIAR Management Institute
- 2015, Developing Leadership Capabilities, Strathmore Business School
Languages
English
Kiswahili
French
Kinyarwanda
Professional Highlights
- Master of Science Masters Degree in Marketing from Herriot-Watt University.
- Over 20 years of Marketing, Customer Relations and Partnerships Management.
- Successfully set up and managed the Rwanda Liaison office operations for Kenya Ports Authority in Kigali for 10 years..
- Gained extensive experience and networks in Partnerships Management with the Private Sector and Government agencies in Rwanda and Kenya.
- Conducted Excellent management of Diplomatic Relations with Regional countries using the port.
- Successfully Formulated Innovative training and sensitization programmes for enhancement of Customer Service for the Port.
Professional Profile Summary
Detailed herein is a summary of an illustrious career in the corporate world spanning over 24 years gained whilst engaged in Business development, Port Marketing, Client Relationship & Partnerships capacities Management for leading professional local firms and a Government institution.
Voluntary Achievements
- 2009, Present, Organizing Chairperson (KPA)
- 2007, 2012, Lecturer - Port Customer Care (Bandari College)
- 2000, 2002, Volunteer (New Life Children's Home, Spinal Injury, Thomas Barnados Home)
References
- Mrs. Josephine Kayanda, Managing Director, Qamara Communications, Tel: +254 722 410754
- Mr. Omae Nyarandi, Executive Secretary, Northern Corridor Transit and Transport Coordination Authority, P.O. Box 34068-80118, Mombasa, Kenya, 80118, +254 780991100, jnyarandi@ttcanc.org
- Prof. Dazydelian Banda, Principal Consultant, Eastern & Southern Africa Management Institute (ESAMI), P.O. Box 444514, dlbanda@africaonline.co.ke
Personal Information
- Citizenship: Kenyan
- Date of Birth: 03/08/80
- Gender: Female
- Marital Status: Married
Timeline
Senior Marketing Officer (Domestic Market)
Kenya Ports Authority
07.2023 - Current
Marketing Executive, Transit Markets
Kenya Ports Authority
04.2022 - 04.2023
Country Representative (Rwanda)
Kenya Ports Authority
01.2012 - 04.2022
Customer Relations Officer (Burundi & DR. Congo)
Kenya Ports Authority
01.2008 - 12.2012
Customer Relations Officer (Rwanda & Southern Sudan)
Kenya Ports Authority
01.2007 - 12.2008
Superintendent (Statistics)
Kenya Ports Authority
03.2004 - 05.2007
Management Trainee
Kenya Ports Authority
02.2003 - 03.2004
Business Development Executive
Superclean East Africa
02.2000 - 01.2002
Bachelor of Arts Degree (Economics) Upper 2nd Class Honours - undefined
University of Nairobi, Kenya
Certificate in Secondary Education - undefined
State House Girls High School
Certificate in Primary Education - undefined
Plainsview Primary School
- 2003, WOMESA - Association for women working in the Maritime sector in Eastern and Southern Africa Region
- 2001, MSK - Marketing Society of Kenya - Membership No. M2354/MSK
- 2005, CIM - Chartered Institute of Marketing - Membership No. - 40220179
- 2003, Diploma in Business Administration, Association of Business Executives (UK)
- 2001, Management of Container Terminal Operations, Bandari College
- 2005, MDP 1 & 2, Project Planning & Management
- 2007, Port Senior Management, Galilee College, Israel
- 2010, Customer Relationship Management, CIAR Management Institute
- 2015, Developing Leadership Capabilities, Strathmore Business School
Post Graduate Certificate in Marketing -
Herriot Watt University
Post Graduate Diploma in Marketing -
Herriot Watt University
MBA - International Business
Kenya Methodist University
Master of Science - Marketing
Herriot Watt University
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