Emmanuel Kinyua
Brand & Communications | Digital Marketing | Project Management | Customer Experience
80100
Summary
Strategic branding, communications, customer experience, digital marketing, and project management professional with over 10 years of expertise in brand management, customer relations, and internal communications. Demonstrated ability to develop innovative communication strategies that align with organizational objectives and enhance brand visibility, supported by a strong track record in creating engaging content and managing digital platforms. A unique blend of technical proficiency and creative storytelling drives the design of impactful communication materials that reinforce organizational culture and elevate external perception. Results-oriented approach fosters effective collaboration with cross-functional teams and external partners, transforming complex communication challenges into strategic opportunities.
Overview
11
11
years of professional experience
Work History
Senior Account & Brand Manager
Bean Interactive
01.2025 - Current
- Oversee the development of comprehensive digital marketing strategies for key clients in alignment with brand objectives and brand guidelines.
- Manage the rollout of market research to ensure strategic alignment between client goals and digital marketing initiatives and overseeing development of promotional materials for events.
- Oversee end-to-end content creation process, delivering high-quality social media content, creative designs, and motion graphics that maintain brand consistency.
- Manage third-party digital partnerships, coordinating influencer and blogger collaborations, and negotiate and execute strategic partnerships to enhance brand visibility.
- Lead digital performance optimization and implement Search Engine Marketing (SEM) strategies and media buying approaches.
- Develop policies guiding the use of digital technologies and ensuring compliance with digital marketing best practices and regulations. Additionally prepare press releases on a case-to-case basis.
- Key Achievements;
- Launched Old Mutual Kenya’s first-ever X Spaces session and developed a year-long content rollout plan.
- Led the development of the digital strategy for the Safaricom Hook x Old Mutual campaign, driving engagement.
- Spearheaded Equity Bank's Fanikisha & Digital Loans Quick Wins Digital Campaign
Account Manager
The Digital Monkeys
01.2024 - 12.2024
- Managed staff and project teams, ensuring high-standard project delivery through strategic task delegation to freelancers and suppliers, consistently meeting project deadlines and maintaining rigorous output oversight.
- Executed comprehensive portfolio management and CRM strategies, effectively handling client accounts, conducting detailed project progress monitoring, leading strategic meetings, and providing timely project updates to guarantee successful advertisement project completion.
- Implemented targeted accounting and financial management approaches, proactively identifying and mitigating at-risk accounts, maintaining robust client relationships, and systematically tracking key financial metrics to drive customer retention and sustainable business growth.
- Key Achievements;
- Spearheaded the development planning of digital marketing campaigns for Weetabix EA that grew user engagement from 7.3% to 64% across social media platforms.
- Developed successful national consumer promotions for Goodlife Pharmacy and Weetabix.
- Analyzing digital campaign data for Credit Bank PLC that contributed to strategic account growth; increasing social media engagement for banking products by 2.5%.
Assistant Project & Customer Relations Manager
Swahilipot Hub Foundation
08.2023 - 05.2024
- Successfully coordinated the Case Management Project at the sub-county level, strategically driving continuous improvement in case management approaches.
- Spearheaded skill development initiatives by designing and implementing comprehensive training programs.
- Strategically mobilized and engaged key stakeholders by developing robust communication networks, coordinating multi-level forums with youth hubs, government officials, and community leaders.
- Key Achievements;
- Transformed youth engagement and tracking through CRM & Data management, improving participant conversion and program effectiveness.
- Improved customer retention rate by 30%
Project Lead - Corporate Social Responsibility (CSR)
Watu Africa
05.2022 - 08.2023
- Developed CSR policies in line with the commercial and legal needs, company's social responsibility strategy, to promote community involvement in through strategic communication and impact analysis of CSR programs.
- Successfully on boarded partners to the CSR projects including clients, employees, suppliers, charities and investors resulting to stronger working relations.
- Successfully conducted comprehensive monitoring and evaluation, generating detailed program reports and strategic recommendations to support organizational accountability and impact analysis for the board of management.
- Key Achievements;
- Implemented the first CSR project at Watu - Full Scholarship Program for Form 1-4 while maintaining confidentiality of the personal stories of the beneficiaries.
- Developed a 4-year strategic implementation plan for 38 students on scholarship.
- Launched the Tujenge Msingi project, a collaborative community led project creating a safe space to increase awareness and lower road accident rates in Kenyan roads.
Project Lead - Customer Relations
Watu Africa
12.2021 - 06.2022
- Led and monitored daily operations of the customer care team to ensure the delivery of excellent services.
- Identified and designed staff development programs to improve customer experience and adopted customer-centric Key Performance Indicators (KPIs) to motivate and evaluate the customer journey.
- Collaborated with cross-functional departments, particularly HR, to develop and implement new staff training initiatives that significantly enhanced customer relations efficiency and organizational performance.
- Supported in developing policies, procedures, and programs that supported the business in promoting fair and equitable employee relations.
- Key Achievements;
- Customer feedback concerning staff professionalism improved by 80%
- Increased departmental on boarding and efficiency by 30%
- Improved the customer journey by reducing waiting time by 10 minutes
- Supported the expansion Watu Simu project to Tanzania
Customer Service Operations Admin
Watu Africa
09.2021 - 12.2021
- Supervised and monitored daily operations of the Call Centre and led the entire call centre team, compiled reports on their performance for training needs analysis and developed training programs in collaboration with HOD's.
- Led the Customer Service improvement projects through effective project management, budgeting and utilizing resources to enhance the overall customer service experience and achieve qualitative and quantitative targets.
- Led the team in documentation and resolution of customer enquiries which improved the response window.
- Key Achievements;
- Improved the customer journey by improving the turnaround time of customer enquiries & issues by 30%
- Developed staff training programs which improved work efficiency and customer satisfaction.
Customer Care Assistant
Watu Africa
08.2020 - 08.2021
- Managed communication channels, handling both inbound branch calls and visits while also initiating outbound calls to clients regarding various matters, including Number-plate, Logbook, Insurance, and Closed Loans.
- Managed customer data using manual and digital tracking systems while coordinating with cross-functional teams to ensure the delivery of high-quality services to customers, contributing to overall organizational success.
- Communicated with clients regarding products and services delivered and monitored customer satisfaction levels.
- Developed methods to improve customer journey by tracking orders and enforcing company policies and procedures.
- Key Achievements;
- Improved customer satisfaction on communication and access to real time data.
- Customer data uploaded improved communication across all departments.
Customer Relations Manager
Inuka Afrika Properties Limited
10.2018 - 08.2020
- Led the implementation of customer journey and operational excellence ensuring the team consistently met operational Key Performance Indicators (KPIs).
- Managed project planning & implementation by supporting the registry management and title Deed Preparation using strategic tools that contributed to a streamlined and efficient title management system.
- Chaired market growth reviews by promptly while addressing complaints, providing effective solutions and alternatives within appropriate timeframes, and diligently opening and maintenance of customer accounts.
- Key Achievements;
- Adopted data driven solutions and resolutions concerning customer experience
- Increased customer retention and engagement by 20%
Sales and Marketing Administrator
Inuka Afrika Properties Limited
01.2015 - 09.2018
- Conducted comprehensive marketing research and employed a strategy to gain insights into prevailing trends and competitors, laying the foundation for informed decision-making.
- Developed a marketing strategy with a positive internal sales and marketing culture fostered by effective mentoring of staff, effective account management and customer service.
- Key Achievements;
- Adopted the customer-centric approach minimized high-value losses and grew the revenue by a remarkable 40%.
- Identification of potential clients and a strategic sales approach were instrumental in maximizing property occupancy and profitability.
Education
Digital Marketing Basics -
Cambridge International Qualifications (CIQ)
01.2025
Diploma - Environment, Health & Safety Management
Athena Global Education
01.2022
Bachelor of Arts - Business Administration
Unicaf University
01.2021
Diploma - Supervision
Asean Online Education
01.2021
Diploma - Computerized Freight Clearing & Forwarding
Platinum School of Business Management
01.2019
Foundation Diploma - Business Communications
Platinum School of Business Management
01.2019
Foundation Diploma - Customer Service Management
Platinum School of Business Management
01.2019
Skills
- Brand management and content strategy
- Customer Relationship Management (CRM)
- Influencer Management
- Policy Development and Implementation
- Exceptional oral & written communication skills
- Management Reporting & Government Relations
- Account & Project Management
- Digital & Print Communication
- Research & Marketing Strategies
- Leadership & Collaboration
- Public Relations (PR) Management
- Customer Experience (CX) Management
- Stakeholder Engagement & Advocacy
- Interpersonal skills
- Campaign & Event Management
- SEM, SEO & Google Analytics skills
Affiliations
- Marketing Society of Kenya (MSK), Member M3162/MSK
- Agricultural Society of Kenya (ASK) – Vice chair, Marketing- Nairobi International Trade Fair 2024-25
- Rotary Int'l;Rotaract D9212 - ExCo Chair 2025-26
- Rotaract Club of YouthZone – Member, Past President & Board Director
- Public Relations Society of Kenya (PRSK) – Member PR6886
- Kenya Red Cross Society – Volunteer
WEBSITES & LINKS
- Emmanuel Kinyua Portfolio - https://shortcut.at/vdwDC
- LinkedIn - https://www.linkedin.com/in/emmanuel-kinyua/
- Watu Full Scholarship Program Project - https://shortcut.at/Ct9Gn
Accomplishments
- Brand & Communications Leadership: Over a decade shaping strategies that lifted visibility and growth for leading brands including Old Mutual, Equity Bank, Safaricom, Weetabix, Credit Bank, Carrefour, Family Bank and Goodlife Pharmacy.
- Campaign Excellence: Spearheaded award-worthy campaigns — from Old Mutual’s first-ever X Spaces launch, to Equity’s Fanikisha and Digital Loans Digital Campaigns, and Safaricom Hook collaborations.
- Digital Transformation: Drove Weetabix EA social engagement from 7.3% to 64%; improved Credit Bank product engagement by 2.5%.
- CSR & Social Impact: Pioneered Watu Africa’s first CSR Scholarship Program (38 students) and launched the Tujenge Msingi Project, a community-led road safety initiative.
- Customer Experience Growth: Boosted customer retention by 30% at Swahilipot Hub; improved service professionalism by 80% and efficiency by 30% at Watu Africa.
- Rotary International / TRF: Appointed to the Joint Technology Committee (2024–2027).
- Rotaract Africa: Serving as Service Projects Director; previously District Fundraising Chair and Assistant District Rotaract Representative (ADRR) supporting 4 clubs.
- Youth Leadership: Past President & Board Director, Rotaract Club of YouthZone; delivered flagship literacy and service projects.
- Industry Leadership:
Vice Chair, Marketing – Nairobi International Trade Fair (ASK, 2024-25).
Active member of Marketing Society of Kenya (MSK) and Public Relations Society of Kenya (PRSK). - 50 Most Influential Men Award (2024)
- Paul Harris Fellow (PHF) – Rotary International, for exceptional service and philanthropy.
- Strategic Brand Growth – consistently aligning communications to business goals.
- Cross-Sector Leadership – bridging private sector, social impact, and volunteer service.
- Innovation & Digital Excellence – leveraging tech, storytelling, and data to drive transformation.
- People & Partnerships – proven ability to mobilize stakeholders, inspire teams, and deliver impact at scale.
Referees
Available Upon Request.
Timeline
Senior Account & Brand Manager
Bean Interactive
01.2025 - Current
Account Manager
The Digital Monkeys
01.2024 - 12.2024
Assistant Project & Customer Relations Manager
Swahilipot Hub Foundation
08.2023 - 05.2024
Project Lead - Corporate Social Responsibility (CSR)
Watu Africa
05.2022 - 08.2023
Project Lead - Customer Relations
Watu Africa
12.2021 - 06.2022
Customer Service Operations Admin
Watu Africa
09.2021 - 12.2021
Customer Care Assistant
Watu Africa
08.2020 - 08.2021
Customer Relations Manager
Inuka Afrika Properties Limited
10.2018 - 08.2020
Sales and Marketing Administrator
Inuka Afrika Properties Limited
01.2015 - 09.2018
Diploma - Environment, Health & Safety Management
Athena Global Education
Bachelor of Arts - Business Administration
Unicaf University
Diploma - Supervision
Asean Online Education
Diploma - Computerized Freight Clearing & Forwarding
Platinum School of Business Management
Foundation Diploma - Business Communications
Platinum School of Business Management
Foundation Diploma - Customer Service Management
Platinum School of Business Management
Digital Marketing Basics -
Cambridge International Qualifications (CIQ)
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