Sheila Muriuki
Customer Success & Growth Strategist
Nairobi,Kenya
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Seasoned management professional successful at establishing excellent working relationships with customers, employees, vendors and contractors. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
10
years of professional experience
12
12
years of post-secondary education
7
7
Certifications
Work History
Head of Commercial
Zydii
Nairobi, Kenya
1 2023 - Current
- Strategic Client Management Achieved 90% client satisfaction rate and 75% increase in client retention by directing and overseeing client programs that consistently exceeded expectations.
- Program Delivery & Execution Spearheaded the delivery of key programs across multiple African markets, achieving 95% completion rate and 60% increase in program impact.
- Team Leadership & Development Increased team productivity by 40% and boosted overall sales performance by 50% through effective leadership and training of the sales team.
- Client Relationship Management Drove $4M increase in partnership-generated revenue and improved client engagement by 30% by cultivating strategic partnerships and strengthening client relationships.
- Market Expansion & Growth Strategies Led market expansion across Kenya, Nigeria, Rwanda, Zambia, and South Africa, contributing to $6M growth in market reach and 70% increase in new client acquisition.
- Data-Driven Decision Making Utilized data insights to refine commercial strategies, resulting in 25% increase in sales performance and ensuring alignment with business goals.
- CRM & Project Management Proficiency Implemented efficient CRM systems and project management tools, improving client reporting and communication processes by 50% and reducing project turnaround time by 20%.
- Product Launch & Customer Retention Managed product launches and developed Go-to-Market strategies, boosting customer retention and satisfaction through proactive relationship-building and timely issue resolution.
Business Operations Manager
Arion Consulting Ltd
Nairobi, Kenya
01.2021 - 12.2022
- Partnerships and Customer Relationships Cultivated strategic partnerships and enhanced customer relationships, driving increased partnership revenue and customer satisfaction.
- Sales Operations Leadership Led sales operations across B2B and B2G sectors, driving sales volume, revenue, and profitability while ensuring positive gross margins.
- Government Negotiations Orchestrated deals totaling approximately $30M through strategic initiatives with national government, optimizing new revenue streams and fostering impactful partnerships.
- Market Expansion Expanded market presence locally and internationally, contributing to $25M growth in market reach.
- Commercial Strategy Execution Executed commercial strategies aligned with business goals, resulting in $20M increase in sales performance and market positioning.
- Sales Leadership and Training Provided leadership and training that boosted sales team productivity and effectiveness, leading to an approximate $35M increase in sales.
- Fostered a positive work environment that supported employee engagement and retention.
Senior Product Training & Channel Distribution Manager
M-KOPA Kenya Ltd
11.2016 - 12.2020
- Overall Purpose: Responsible for overseeing new product development and developing strategies for acquisition of new distributors and management of relationship with existing distributors to maximize profitability and revenues within Distribution channel
- New Product Introduction and Marketing: Successfully launched new products, resulting in 10X revenue growth in 2020.
- Launching Plan Development: Increased product visibility and sales by creating and implementing tailored launching plans for each product channel.
- Interdepartmental Collaboration: Collaborated with marketing and engineering teams to align initiatives and support sales efforts.
- Career Development: Provided ongoing product training and development opportunities to support team growth and career advancement.
- Field Presence: Ensured high visibility in field to support product launches and monitor market performance.
- Competitive Analysis: Monitored market trends and competitor activities to inform strategic decisions and maintain competitive edge.
Sales Training Manager
M-KOPA Kenya Ltd
11.2014 - 10.2016
- Overall Purpose: Maximize sales teams' effectiveness and productivity through training and field support for revenue growth.
- Training Development and Curriculum: Developed and implemented training curricula to address specific sales skills and product knowledge, enhancing overall team performance.
- Sales Strategy Execution: Implemented comprehensive training programs to enhance sales team effectiveness and productivity.
- Target Achievement: Successfully achieved sales targets through targeted training and development initiatives.
- Market Expansion: Supported market expansion efforts through strategic training and resource allocation.
- Cost Management: Managed training budgets and ensured cost-effective use of resources.
- Competitive Analysis: Conducted competitor analysis to inform training programs and sales strategies.
- Field Presence: Maintained strong presence in field to monitor training effectiveness and market performance.
- Team Performance Management: Managed sales teams' performance through targeted training and performance monitoring.
- Career Development: Identified training gaps and provided tailored development programs to support career growth.
- Interdepartmental Collaboration: Worked closely with other departments to align training initiatives with overall business objectives.
- Improved revenue generation of new hires 85% by implementing new, improved onboarding process
Education
M.D. -
International MBA Institute
Switzerland 01.2018 - 12.2019
Bachelor of Commerce - Accounting And Business Management
KCA University
Nairobi 09.2012 - 11.2016
CPA Part 1 & 2 - Accounting
KCA University
Nairobi 01.2012 - 12.2014
Diploma in Business Management -
Kenya Institute of Management
Kenya 01.2007 - 12.2008
Diploma in Cabin Crew -
Kenya School of Aviation
Kenya 02.2006 - 12.2006
Skills
Certification
Certified Product Manager
References
- SHADRACK KENYAGAH, Head of Operations, SunCulture, 254 724 655 265
- GERALD MWEGA, Director, Express Cargo Kenya, 254 727706081
- DAN KARUA, Managing Director, ABC Expart, 254 721 606029
Accomplishments
- Customer-Centric Leadership
- Increased Client Retention by 30%
Successfully led client relationship management efforts, driving a significant increase in retention through personalized engagement and proactive support. - Boosted Revenue by 25%
Spearheaded program delivery and execution, resulting in a substantial revenue increase within one year by expanding client engagements and upselling opportunities.
Strategic Market Expansion
- Expanded into 3 New Markets
Led market expansion strategies that introduced Zydii services into Nigeria, Uganda, and Ethiopia, contributing to a 15% increase in market share. - Enhanced Customer Satisfaction by 40%
Implemented customer-centric strategies and feedback loops, resulting in a dramatic improvement in satisfaction scores across key accounts.
Operational Excellence
- Optimized CRM Systems
Integrated advanced CRM tools that streamlined operations, improved data accuracy, and enabled targeted customer outreach, reducing churn by 20%. - Led Cross-Functional Teams
Managed and developed high-performing teams, ensuring seamless program delivery and consistent customer experience, contributing to a 30% increase in team productivity.
Data-Driven Decision Making
- Leveraged Data Insights
Utilized data-driven strategies to inform decision-making, enhancing customer journey mapping and driving a 25% improvement in service delivery efficiency.
Timeline
Business Operations Manager
Arion Consulting Ltd
01.2021 - 12.2022
M.D. -
International MBA Institute
01.2018 - 12.2019
Senior Product Training & Channel Distribution Manager
M-KOPA Kenya Ltd
11.2016 - 12.2020
Sales Training Manager
M-KOPA Kenya Ltd
11.2014 - 10.2016
Bachelor of Commerce - Accounting And Business Management
KCA University
09.2012 - 11.2016
CPA Part 1 & 2 - Accounting
KCA University
01.2012 - 12.2014
Diploma in Business Management -
Kenya Institute of Management
01.2007 - 12.2008
Diploma in Cabin Crew -
Kenya School of Aviation
02.2006 - 12.2006
Head of Commercial
Zydii
1 2023 - Current
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