Immaculate Bwana
Digital Marketing Executive | Social Media Specialist
Nairobi,30
Summary
Results-driven Digital Marketing Executive with a focus on content management, excelling in planning and executing marketing strategies, communications, and product development initiatives. Extensive skills and experience are leveraged to drive growth and innovation in content management.
Productive digital marketing executive with expertise in identifying market trends and customer needs to create highly targeted campaigns in the industry. Versatile professional well-versed in all aspects of online and offline marketing campaigns, from concept development to launch. Dynamic leader and collaborator recognized for multitasking and implementing multiple digital projects within budget.
Overview
11
11
years of professional experience
11
11
years of post-secondary education
3
3
Certifications
Work History
Digital Marketing Executive
Goodlife Pharmacy Africa
6 2024 - Current
- Planned and scheduled all marketing campaigns within budget constraints
- Created comprehensive reports on campaign ROI and shared insights with stakeholders
- Executed A/B testing initiatives to optimize customer lifecycle journeys
- Spearheaded email personalization and automation projects, enhancing customer communication.
- Increased brand awareness through creation and management of social media channels, boosting social media engagement to Twitter by 25%
- Increased website traffic by implementing search engine optimization strategies and keyword research
- Increased customer retention rates with personalized email marketing campaigns tailored to individual preferences and behaviors
- Enhanced brand awareness through the creation of compelling social media content and daily management of company profiles
- Managed the end-to-end execution of various digital marketing projects, ensuring timely delivery within budget constraints
- Planned and executed web, SEO, database marketing and social media advertising campaigns
- Grew social media following with strategic outreach efforts, influencer partnerships, and engaging content curation
- Utilized Google Analytics to set up, monitor and analyze content success and identify opportunities for content improvement
- Expanded market reach by researching new channels, identifying emerging trends, and capitalizing on growth opportunities
- Created solution-based execution plans to achieve business goals based on Google Analytics and internal reporting data
- Supported new client acquisition with superior strategy and world-class presentations
- Developed successful email marketing campaigns for enhanced customer engagement and retention
- Boosted sales revenue through the implementation of conversion rate optimization tactics on e-commerce platforms
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral
- Executed comprehensive marketing plans that consistently achieved targets for increased revenue
- Wrote and distributed press releases to increase brand visibility
- Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits
- Optimized website exposure by analyzing search engine patterns to direct online placement of keywords or other content
Creative and Social Media Coordinator
Goodlife Pharmacy Africa
12.2023 - 06.2024
- Managed relationships with creative agencies, ensuring alignment with project requirements
- Developed detailed creative briefs and provided feedback to agency partners
- Organized and maintained library of creative assets for internal use
- Ensured quality assurance of creative materials and coordinated content production
- Implemented social media strategies across platforms, fostering community engagement by 25 %
- Developed a strong online presence for clients through targeted social media strategies tailored to their unique needs
- Strengthened brand identity with consistent messaging, tone, and visual elements across all posts
- Analyze performance metrics to identify trends and areas for improvement in future campaigns
- Increased customer engagement through social media
- Tracked competitors' content and social presence and responded appropriately when required
- Boosted brand visibility by developing and implementing engaging social media campaigns
- Collaborated closely with marketing teams to align social media initiatives with larger promotional goals
- Completed keyword research and analyzed competitor SEO and PPC campaigns to identify gaps and opportunities
Customer Service Representative / Beauty Advisor
Beauty Click
01.2020 - 12.2023
- Achieved sales targets through effective sales techniques and customer service
- Managed customer interactions across multiple channels, enhancing customer experience
- Implemented eCommerce strategies to improve operational efficiency.
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Exceeded performance metrics consistently, earning recognition as a top performer within the team
- Developed customer service policies and procedures to meet and exceed industry service standards
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Team Leader
Horizon Contact Centre Ltd
07.2018 - 06.2019
- Supervised and coached team members, improving operational performance by 15 %
- Implemented strategies to achieve company objectives and enhance team productivity.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Worked with team to identify areas of improvement and devised solutions based on findings
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks
- Optimized resource allocation to maximize overall team output while minimizing costs
- Promoted high standerds through personal example to help each member understand expected behavious and standards
- Observed packing operations to verify conformance to specifications
Customer Service Representative
Kentucky Fried Chicken, Kenya
02.2015 - 03.2016
- Handled customer inquiries and complaints, ensuring high customer satisfaction
- Managed transactions and orders efficiently, contributing to smooth operations.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Tracked customer service cases and updated service software with customer information
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
Retail Store Manager
Stewan Oil and Gas Industry
01.2014 - 01.2015
- Oversaw daily operations and managed team, ensuring optimal store performance
- Implemented sales strategies that improved revenue and customer satisfaction.
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers
- Completed routine store inventories
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising
- Maintained customer satisfaction with quick and professional handling of product returns
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs
- Managed store organization, maintenance, and purchasing functions
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products
- Developed strong vendor relationships to ensure timely delivery of products while negotiating favorable terms for payments or discounts on bulk purchases
- Conducted market research stay abreast industry trends competitor strategies adapting store's offerings accordingly maintain a competitive edge
- Implemented innovative programs to increase employee loyalty and reduce turnover
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
Education
Diploma in Public Relations and Diplomacy -
Mount Kenya University
Nairobi 09.2023 - Current
Certificate, Foundations of Digital Marketing and E-commerce -
Google
Cousera 03.2024 - Current
Virtual Assistant Course: Project Management, Google Workplace, appointment setting, Administrative tasks, Virtual Assistant Training -
The African Leadership University
ALX 06.2022 - 2022.05
Diploma in Communications and Media Studies -
East African Institute of Certified Studies
Nairobi 01.2018 - 2020.04
Certificate, French Language and Literature -
Alliance Française De Nairobi
Nairobi 01.2017 - 2018.04
AMI Certificate: Entrepreneurship, Customer Relations -
African Management Institute
Nairobi 01.2015 - 11.2024
Skills
Accomplishments
- Led successful social media campaigns that increased brand engagement.
- Implemented strategies that exceeded sales targets and improved operational efficiency.
- Proactively identified and capitalized on emerging digital trends.
Proficiencyskills
- SEO & SEM
- Community Management
- Content Mapping & Writing
- CRM Management
- Data Analysis
- Google Analytics
- Email Marketing Systems
- Content Management Systems (e.g., WordPress, Wix)
Languages
English
French
French
References
Available upon request.
Certification
Virtual assistant
Interests
E-commerce ,Google analytics
Additional Information
- Certifications & Training :Completed "Foundations of Digital Marketing and E-commerce" by Google in March 2024.
Certified in "Virtual Assistant Training" by The African Leadership University, focusing on project management, Google Workspace, and administrative tasks.
- Technical Skills :Proficient in content management systems (e.g., WordPress, Wix).
Skilled in various design and graphics tools.
- Languages :Fluent in English, French, and Swahili.
- Volunteer Work :Actively involved in community service, contributing to local healthcare awareness campaigns.
- Travel :Experienced in international travel for work-related projects, showcasing adaptability and cultural sensitivity.
- Professional Development :Regularly attend industry conferences and webinars to stay updated on the latest trends in digital marketing and SEO.
- Personal Interests :Passionate about creative writing and poetry, often sharing original works on Instagram.
Enjoy learning about and experimenting with new skincare routines and products.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkGig WorkWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionTeam Building / Company RetreatsPaid sick leave4-day work weekStock Options / Equity / Profit SharingQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Certificate, Foundations of Digital Marketing and E-commerce -
Google
03.2024 - Current
Creative and Social Media Coordinator
Goodlife Pharmacy Africa
12.2023 - 06.2024
Diploma in Public Relations and Diplomacy -
Mount Kenya University
09.2023 - Current
Virtual Assistant Course: Project Management, Google Workplace, appointment setting, Administrative tasks, Virtual Assistant Training -
The African Leadership University
06.2022 - 2022.05
Customer Service Representative / Beauty Advisor
Beauty Click
01.2020 - 12.2023
Team Leader
Horizon Contact Centre Ltd
07.2018 - 06.2019
Diploma in Communications and Media Studies -
East African Institute of Certified Studies
01.2018 - 2020.04
Certificate, French Language and Literature -
Alliance Française De Nairobi
01.2017 - 2018.04
Customer Service Representative
Kentucky Fried Chicken, Kenya
02.2015 - 03.2016
AMI Certificate: Entrepreneurship, Customer Relations -
African Management Institute
01.2015 - 11.2024
Retail Store Manager
Stewan Oil and Gas Industry
01.2014 - 01.2015
Digital Marketing Executive
Goodlife Pharmacy Africa
6 2024 - Current
Virtual assistant
Fundamentals of digital marketing and ecommerce
Experienced in international travel for work-related projects, showcasing adaptability and cultural sensitivity.
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