Doris Mwirigi
Content Management Specialist
Nairobi
Summary
Content Management & Digital Growth Specialist at Kenya Airways PLC, specializing in the execution of high-performance content strategies and web optimization. Proven success in leveraging SEO best practices and data analysis to enhance digital reach and conversion rates. A collaborative leader skilled in Strategic Planning, I bridge the gap between Marketing objectives and technical execution to deliver brand-consistent, ROI-focused digital assets. Committed to digital excellence through continuous monitoring of KPIs and user behavior to optimize the online customer experience.
Overview
14
14
years of professional experience
13
13
Certifications
3
3
Languages
Work History
Digital Content Specialist
Kenya Airways PLC
03.2017 - Current
- Day to day maintenance and updates for the Kenya Airway's websites and mobile app through AEM and Optimizely CMS.
- Collaborating in digital content creation for Kenya Airways' direct channels (KQ website the mobile app), as well as digital media, emails, banners, social media, and search ads & other platforms to ensure optimal online customer experience.
- Facilitating website assessment with the E-commerce team to identify low quality pages and suggest improvements as well as ensuring implementation of the suggestions.
- Assessing content produced to ensure top quality as well as compliance with brand communication guidelines.
- Coordinating with the design team for creation and improvement of innovative and creative campaigns that can be hosted on websites as well as shared on e-marketing platforms.
- Ensuring the Commercial website is translated into the available languages.
- Reviewing and analyzing high traffic landing pages to ensure they are functioning optimally.
- Prioritizing reviewing of different web pages' bounce rate metrics and improving the quality of the page with high bounce rates.
- Overseeing projects that require working with cross-functional teams and the various departments like the IT department to ensure proper turnover time.
Fraud Analyst
Kenya Airways PLC
11.2016 - 03.2017
- Monitoring all received orders to prevent risks and stop potential fraud.
- Furthered prevention of fraud by requesting for additional proof of payment on orders from clients.
- Uploaded acquired fraud data to the Perseus tool in order to share with other airlines our fraud data in a bid to learn fraud trends and prevent them.
- Handled the schedule change queue on daily basis to ensure guests were informed on time on any changes to their schedule and providing alternatives.
- Prioritised customer experience by assisting customers with complaints.
- Enhanced revenue collection and prevented all forms of online fraud to ensure the carrier met the set targets.
- Defend chargeback on copy requests sent by Elavon as well as the fraud files uploaded on Amex Online Merchant Services tool.
Customer Care Agent
Kenya Airways PLC
12.2011 - 11.2016
- Protected and aided in revenue collection by ensuring great customer experience and maintenance of a great brand image for the company.
- Improved communication channels to improve communication both internally and externally to meet and exceed customer expectations.
- Accomplished compliance with carriers' policies by ensuring effective and efficient on time check-ins and onboarding of passengers.
- Prioritized customer safety by ensuring compliance to all safety regulations set the organization and authorities.
Education
Bachelor of Business Information - Technology
Kenya Methodist University
Diploma in Business Management - undefined
Kenya Institute of Management
Diploma in French Language - undefined
Alliance Francaise de Nairobi
Diploma in Information Technology - undefined
Jomo Kenyatta University of Agriculture and Technology
Skills
SEO and SEM strategies
Accomplishments
- Digital lead- KQ Holidays project (ongoing)
- Project lead new mobile App - launched in June 2025
- Project lead in the development of the redesigned Kenya Airways' Commercial and Corporate websites (voted Africa's best airline website and mobile App at the World Tech awards 2025).
- Participated in the upgrade of the Mobile App, after sale services and the Booking flow (REFX) on the Kenya Airways Commercial website.
- Successful migration of the Kenya Airways websites to Optimizely CMS from Ektron CMS
- Applied SEO tactics to increase traffic to drive-up share numbers and improve Kenya Airways' Google page ranking
- Optimized content for Kenya Airways website that reached over 10,000,000 users, generated 500+ links, and averaged 10 links per post, which created an organic traffic lift
Certification
AEM-DES Amadeus Training
Timeline
Digital Content Specialist
Kenya Airways PLC
03.2017 - Current
Fraud Analyst
Kenya Airways PLC
11.2016 - 03.2017
Customer Care Agent
Kenya Airways PLC
12.2011 - 11.2016
Diploma in Business Management - undefined
Kenya Institute of Management
Diploma in French Language - undefined
Alliance Francaise de Nairobi
Diploma in Information Technology - undefined
Jomo Kenyatta University of Agriculture and Technology
Bachelor of Business Information - Technology
Kenya Methodist University