MARTIN MURIITHI MUGERA ACIM
Product Marketing Manager
Nairobi
Summary
14+ years experience in the Telecommunications Industry holding different positions delivering best in class customer expereince. Product Marketing Manager with 4+ years of experience developing and executing go-to-market plans for products and services.
- 4+ years experience in driving incremental revenue of KES1Bn per year through product development and inbound campaigns for Safaricom PLC
- 4+ years experience developing go-to-market strategies from product conception to product launch. Portfolio of 5 key products that help Safaricom to retain >65% of its market share.
- 5+ years managing projects that consistently deliver messaging highlighting differentiated value propositions in sales collateral, conducts knowledge transfer and training and contributes core messaging for fulfillment of marketing tactics.
Overview
14
14
years of professional experience
12
12
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Product Marketing Manager
Safaricom PLC Kenya
Nairobi
08.2018 - Current
- Designed and managed development of new products as well as inbound campaigns that effectively positioned Safaricom to retain >65% market share.
- Planned 15 new product and feature external launches and releases while managing cross-functional teams' implementation of go-to-market plan driving incremental revenue of KES1Bn per year.
- Created product positioning and messaging to differentiate products in market and expand penetration to new segments through use of strategic marketing initiatives.
- Communicated value and position to sales team and developed tools to support selling process.
- Led staff and external agencies to develop unique products and promotions, analyze sales, manage trade shows, purchase media, provide creative services and conduct PR.
- Liaised with product developers on defining product features that solve customer problems and managing tradeoffs involving features, schedule and lifecycle.
- Collaborated with marketing department to define positioning and messaging and plan market launch, public relations and lead generation campaigns.
Customer Journey Expert
Safaricom PLC
Nairobi
04.2016 - 08.2018
- Worked with customers to understand needs and provide excellent user journeys for the Safaricom.
- Tested products at different design and production stages to assess conformance with designs.
- Conducted product design research, gathered information from multiple sources and presented results to improve on Safaricom's product user journeys .
Call Center Quality Analyst
Safaricom
Nairobi
01.2014 - 03.2016
- Reviewed internal call center systems and organized training plans to address areas in need of improvement.
- Compiled research on Safaricom call center quality metrics and gave professional presentations highlighting finds and recommended optimizations.
- Conducted thorough reviews of Call Center agents' customer experience expertism and deployed improvement strategies such as coaching to improve performance.
Call Center Representative
Safaricom PLC
Nairobi
08.2008 - 12.2013
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted 140 customers daily by answering questions and responding to inquiries
- Educated customers on company systems, form completion and access to services.
- Compiled status and performance reports for team leaders to address service strengths and weaknesses.
- Trained 30 new call center representatives on call center policies and standards.
Education
Professional Diploma - Digital Marketing
Chartered Institute of Marketing
Nairobi, Kenya 06.2021 - 11.2022
Professional Diploma - Human Resources Management
College of Human Resource Management
Nairobi, Kenya 01.2013 - 12.2014
Bachelor of Science - Botany & Zoology
The University of Nairobi
Nairobi, Kenya 02.2002 - 11.2006
High School Diploma -
Nairobi School
Nairobi, Kenya 01.1997 - 12.2000
Skills
Go-to-Market Plans
Social media marketing
Market intelligence
Marketing strategy
Product profitability analysis
Product development lifecycle
Product promotion
Integrated marketing technique
Product development
Certification
Associate of the Chartered Institute of Marketing (ACIM)
References
Martin Mabuya – Senior Manager Marketing, Safaricom PLC
+254-722-550755
Lenny Wachira – Life and Leadership Coach at Northpoint Coaching
+254-722-831841
Timeline
Associate of the Chartered Institute of Marketing (ACIM)
11-2022
Professional Diploma - Digital Marketing
Chartered Institute of Marketing
06.2021 - 11.2022
Product Marketing Manager
Safaricom PLC Kenya
08.2018 - Current
Customer Journey Expert
Safaricom PLC
04.2016 - 08.2018
Human Resources Management
12-2014
Call Center Quality Analyst
Safaricom
01.2014 - 03.2016
Professional Diploma - Human Resources Management
College of Human Resource Management
01.2013 - 12.2014
Call Center Representative
Safaricom PLC
08.2008 - 12.2013
University Degree
11-2006
Bachelor of Science - Botany & Zoology
The University of Nairobi
02.2002 - 11.2006
High School Diploma -
Nairobi School
01.1997 - 12.2000