Martin Mugera

• Developed Go-to-Market strategies for voice products in collaboration with the segments team to effectively interpret market opportunities and position Safaricom as a telco of choice. This has grown Safaricom voice market share to more than 70% through addition of 2M new customers to the business in the last 1 year.
• Created product positioning and messaging to differentiate products in market and expand visibility.
• Developed strategy and managed market communications that drove product demand. This helped me to deliver set segment metrics for the financial year.
• Managed the sales and marketing budget and associated P&L to develop and execute marketing strategies.
• Communicated value and position to sales team and developed tools to support selling process. Communication was done through MS Teams.
• Planned new product external launches and releases while managing cross-functional implementation of plan. This resulted in incremental revenue of 2.3% Year on Year, a 99% achieve against full year target.

• Grew performance metrics such as user experience to increase product NPS by 3%.
• Improved product experiences that helped reduce demand to call centre by 9%.
• Identified 3 products that were redundant to the business. This helped the business to retire them from the market and
  therefore save marketing and service costs.

• Evaluated over 3000 calls to check on quality of service being offered to customers.
• Coached poorly performing call center agents to help them improve their scores and consequently improve the call center NPS.
• Proved successful working within tight deadlines in a fast-paced atmosphere.

• Established personnel qualifications and coordinated onboarding activities of over 120 new employees.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Acted as training subject matter expert and provided extensive technical support to different departments.

• Leveraged sales expertise to promote products and capitalized on upsell opportunities.
• Resolved concerns with products or services to help with retention and drive sales.
• Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.