David K. Muema
Nairobi 00100
Summary
Experienced Partner with background in strategic planning, business growth, and team leadership. Skilled in fostering strong client relationships and providing innovative solutions for complex problems. Showcased ability to drive success through operational efficiencies and process improvements. Committed to delivering high-quality results and creating positive organizational impact.
Overview
19
19
years of professional experience
Work History
Partner Development Lead
Safaricom PLC
Nairobi
2024.07 - Current
- Fostered lasting relationships with existing clients through consistent and proactive communication efforts.
- Crafted strategic approach for partner account management resulting in increased profitability and reduced expenditures.
- Analyze business plans from the conceptualization until the final deliverables, ensuring that the procedures adhere to the clients specifications and budget limitations
- Coordinated with clients to provide progress updates and communicate any necessary adjustments.
- Efficiently resolved challenging client issues, maintaining consistently positive interactions.
- Implemented cohesive business strategies for identifying and advancing new growth opportunities
- Analyzed performance metrics like customer satisfaction scores and revenue growth rates to drive decision-making for future initiatives.
- Focused on driving collaborative efforts to increase partnership growth in new markets.
Channels Effectiveness Analyst
Safaricom PLC
Nairobi
2023.01 - 2024.06
- Played a pivotal role in driving analytics initiatives by collaborating with various cross-functional teams, including territory business leads and customer care touch points.
- Identified process improvement opportunities throughout the organization.
- Analyzed large datasets using statistical methods and software programs.
- Developed effective strategies for third party channels by analyzing trends and proposing solutions to resolve client business issues.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes using real data.
Dealer Manager
Safaricom PLC
Nairobi
2012.06 - 2022.12
- Leveraged data insights to identify optimal locations for new outlets and drive increased ROI.
- Monitored processes and recommended improvements for various areas including supplier system for invoicing and dealer empowerment training
- Demonstrated strong organizational skills through effective management of workload including sharing daily sales reports, optimizing device financing utilization, and ensuring comprehensive route plan coverage.
- Volunteered for additional assignments including line registration system implementation, development of new daily report systems, and creation of business plans to support team members.
- Coordinated attendance of 73 dealers during annual meetings and award ceremonies in the regions and HQ. Skillfully addressed customer complaints, promptly resolving payout errors and banking system delays to enhance sales and NPS.
- Exceeded established sales quotas, driving overall revenue.
- Cultivated and sustained robust connections with both new and established accounts.
- Identified accounts with diminishing revenue and provided actionable suggestions to enhance growth strategy for Silver segment dealers.
Area Sales Manager
Safaricom PLC
Nairobi
2011.04 - 2012.05
- Successfully identified potential business prospects and actively pursued them for the company's consistent target achievement. Engaged with retailers and M-PESA agents located in Machakos, Kitui, and Wote.
- Developed and executed realistic multi-year growth plans, meeting financial and operational targets such as increasing new line registrations, managing OOS efficiently, and ensuring effective route coverage by dealer sales agents.
- Conducted comprehensive analysis on key performance indicators and financial data to inform strategic planning at dealer shops and M-PESA outlets in Eastern region (Machakos, Kitui, Wote, Masii).
- Educated general public and specific groups of prospective clients about airtime offers/promos and merchandise distribution.
- Coordinated sales meetings, presentations, and internal workflow to meet business demands with Trade representatives in Machakos, Kitui, and Wote.
- Anticipated current and expected business challenges, such as price changes and new product launches, by collaborating with customers.
- Managed regional and local sales managers and staff for agencies such as Top Image Ltd.
- Reviewed operational records and reports to inform sales strategy.
- Directed and coordinated sales activities for airtime, devices, and M-PESA services, targeting various markets including the open market, government/county events, and market days.
- Directed and coordinated sales strategies for Safaricom products, services, and M-PESA including rig/van roadshows in Machakos, Wote, Masii, Kitui, and Kola.
MPESA Area Sales Manager
Safaricom PLC
Nairobi
2008.12 - 2011.03
- Established and enhanced business relationships with diverse clientele from various regions including Nairobi CBD, Kiambu, Rongai, Ngong, Limuru, and Kiserian.
- Located and pursued business opportunities for company, ensuring consistent achievement of targets through auditing and overseeing delivery of tills.
- Coordinated sales meetings and presentations, optimizing internal workflow to meet business demands through Principal and M-PESA agent staff forums in multiple locations including CBD, Rongai, Limuru, Kiambu and Langata.
- Led team in prospecting and coaching trade representatives to build a successful sales pipeline through industry networking.
- Educated general public and specific groups of prospective clients about M-PESA offerings in ASKs, sports events, and Safaricom events.
- Collaborated with customers to anticipate and address business challenges including fraud, float availability, and system downtimes.
- Trained sales team members on effective customer engagement and cultivating lasting relationships, including post-sales support and training initiatives.
- Collaborated with sales team to support daily sales activities and resolve complex issues during route rides.
- Resolved customer complaints regarding sales and service.
- Prepared and approved budgets for various marketing activities such as road shows and market day activations.
- Researched market trends and customer preferences to enhance sales leadership.
Simu Ya Jamii Representative (ASM)
Safaricom PLC
Nairobi
2008.01 - 2008.12
- Collaborated with management to enhance products, operations, and policies based on shared insights regarding member inquiries, concerns, and complaints.
- Processed sales transactions, managed refunds and exchanges, and provided store credit for faulty SYJ phones.
- Communicated new and relevant information to customers and followed up on promises in meetings with Mt. Kenya region Head of schools, focusing on phone setups.
- Developed extensive product knowledge through conducting forums in Nyeri, Thika, Embu, Meru, and Nanyuki to aid customers in selecting suitable products.
- Utilized upselling and cross-selling techniques to effectively resolve customer issues.
- Managed account opening and closure process while processing applications.
- Identified and connected members with in-network professionals for accessing care.
- Advised customers regarding the status of ordered merchandise while ensuring efficient arrangements for pickup and delivery.
Regional Sales Manager
Swivel Marketing Ltd
Nairobi
2007.05 - 2007.12
- Expanded sales into untapped territories such as Thika, Embu, Nyeri, Kitui, Meru and Nanyuki in the Mt. Kenya region.
- Conducted market and customer research, identifying new growth opportunities such as partnering with Muramati Sacco to sell phones in the Gatanga market.
- Managed field promotional work to sell and secure new business for major accounts, such as ASK shows in Nyeri.
- Implemented new product lines, maximizing business growth by targeting high schools to facilitate communication between students and parents.
- Created and delivered formal presentations to customers, highlighting new product sales and delivery terms.
- Taught sales team customer connection and long-term relationship building skills.
- Reviewed operational records and reports to inform sales strategy.
- Collaborated with sales team to address routine sales and handle more complex issues.
Management Trainee - Leadership & Management
Aga Khan Foundation
Nairobi
2005.03 - 2006.06
- Collaborated with team members and managers to ensure optimal productivity and timely completion of project tasks.
- Successfully managed new assignments, including the setup of a quarterly magazine, to support colleagues and reduce their workloads.
- Consistently maintained and updated corporate files and records to support smooth operations.
- Effectively partnered with colleagues from various backgrounds to confront challenges and reach collaborative resolutions.
Project Assistant
East Africa Association of Grant Makers
Nairobi
2005.07 - 2006.03
- Contributed to program scope, schedule, and budget alignment in accordance with client expectations and business objectives.
- Managed files, correspondence, and project reports utilizing expert administrative abilities.
- Processed pay applications in accordance with approved schedules and contractual terms.
- Supported development of new processes and governance to accommodate changing project needs.
- Prepared purchase orders and contract documentation for seminars.
- Identified project requirements and objectives by effectively communicating with key stakeholders, including minute documentation and hotel bookings.
- Served as initial client liaison, providing vital information and clarifying strategies.
- Set deadlines and estimated timelines for upper-level management and stakeholders.
Education
Diploma: Leadership And Community Development - Community Development And Institutional Building
Eastern And Southern African Management Institute
Arusha, Tanzania 2006-04
Higher Diploma: Human Resources Management - Fundamentals of Human Resource
Institute of Personnel Management
Nairobi, Kenya2005-11
Bachelor of Arts - Communication (Advertising)
Daystar University
Nairobi, Kenya 2004-06
Skills
- Strategic Planning
- Talent Recruitment
- Recruitment and hiring
- Operations Management
- Industry Expertise
- Performance Analysis
- Customer Relationship Building
- Effective Communication
- Marketing knowledge
- Financial Administration
Languages
English
First Language
Swahili
Proficient (C2)
C2
References
1. Wambua Kimeu | Formerly CFO | Centum Investments Co PLC
0722506118, wambuakimeu@gmail.com
2. Patrick K. Mburu | EHOD | Sales Strategy and Distribution Capability
0728606611, Patrick.Mburu@safaricom.net
3. Rt. Major Tunu | General Manager | Phone Art Ltd
0723844111.
Affiliations
- Founder and member of Green Earthing CBO who have so far planted over 100K trees and built Kitchen andstore for AIC Mukunike primary school.
- Volunteer and philanthropist at Wema centre, Mombasa.
Timeline
Partner Development Lead
Safaricom PLC
2024.07 - Current
Channels Effectiveness Analyst
Safaricom PLC
2023.01 - 2024.06
Dealer Manager
Safaricom PLC
2012.06 - 2022.12
Area Sales Manager
Safaricom PLC
2011.04 - 2012.05
MPESA Area Sales Manager
Safaricom PLC
2008.12 - 2011.03
Simu Ya Jamii Representative (ASM)
Safaricom PLC
2008.01 - 2008.12
Regional Sales Manager
Swivel Marketing Ltd
2007.05 - 2007.12
Project Assistant
East Africa Association of Grant Makers
2005.07 - 2006.03
Management Trainee - Leadership & Management
Aga Khan Foundation
2005.03 - 2006.06
Diploma: Leadership And Community Development - Community Development And Institutional Building
Eastern And Southern African Management Institute
Higher Diploma: Human Resources Management - Fundamentals of Human Resource
Institute of Personnel Management
Bachelor of Arts - Communication (Advertising)
Daystar University
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