SIMON WAMUGUNDA NJENGA
Summary
Operations and Commercial Leader with 20+ years driving revenue growth and market expansion in telecom and FMCG sectors. Expertise in sales leadership, route-to-market optimization, and key account growth. Experienced in transforming Care Centres through AI-driven, digital-first models, enhancing customer experience metrics. Focused on data-driven performance improvement and omnichannel service optimization, fostering high-performing teams and delivering measurable business results.
Overview
7
7
Certificates
26
26
years of professional experience
Work History
Care Center; Manager, Consumer Care/Financial Services
SAFARICOM PLC
04.2023 - Current
- Lead end-to-end Care Centre operations transformation for Financial Services, driving digital adoption, Agile execution, and customer experience excellence across service channels.
- Improved FCR, AHT, CSAT, and NPS, achieving Top 5 Family performance ranking (H1 FY25/26) through structured performance management and coaching.
- Delivered 91% SLA performance on reversals, strengthening operational reliability and turnaround time.
- Drove 14.7% conversion uplift (Fuliza Boost Ya Biashara) by integrating commercial capability into Care interactions.
- Reduced P2P reversal demand by 50% through process redesign and collaboration with FinTech on system enhancements.
- Implemented workflow automation and process optimization, enhancing service delivery outcomes.
- Achieved 100% team completion of AI & digital upskilling programs, strengthening readiness for digital transformation.
- Led structured onboarding and capability development, optimizing team performance and achieving a 15:1 team leader ratio.
- Successfully managed 72% return-to-office transition while maintaining service stability and performance.
- Partnered cross-functionally to align Care operations with broader digital and product strategy, driving integrated and future-ready service delivery.
- Led and developed 80+ agents and 5+ team leaders, driving high-performance outcomes.
- Coordinated delivery and execution of GMI initiative, facilitating process alignment, stakeholder engagement, and operational implementation.
- Lead Care Centre transformation initiatives, embedding Agile ways of working and continuous improvement frameworks.
- Drive customer-centric strategies using insights (Sema surveys, analytics, journey mapping) to improve experience and resolution metrics.
Agent and Dealer Support Lead, Partner Care - L300
SAFARICOM PLC
09.2022 - 04.2023
- Supported dealers and M-Pesa agents by resolving operational, billing, and technical issues, enhancing overall partner satisfaction.
- Delivered improvements in AHT, FCR, CSAT, and NPS through enhanced partner support and service handling.
- Implemented process optimization (L300 ways of working) to improve operational efficiency.
- Embedded Agile methodologies to accelerate delivery cycles, enhance organisational adaptability, and improve customer experience outcomes.
- Cultivated partner relationships to drive satisfaction and ensure long-term operational sustainability.
- Collaborated cross-functionally to ensure availability of tools, systems, and product knowledge.
- Delivered customer-centric support, improving partner experience and engagement through direct feedback and tailored solutions.
Area Sales Manager, Laikipia and Meru regions
SAFARICOM PLC
10.2018 - 08.2022
- Achieved 100% product adoption (Neon Ray) through effective go-to-market execution.
- Delivered consistent revenue growth through agent recruitment, channel expansion, and sales execution.
- Delivered consistent revenue growth by recruiting agents, expanding channels, and executing sales strategies.
- Ensured 100% airtime availability across distribution channels.
- Strengthened leadership capability by coaching, mentoring, and planning for succession.
- Cultivated a culture of accountability, continuous improvement, and innovation within the team.
- Managed sales teams, distributors, and partners, optimizing route-to-market effectiveness.
- Developed and executed sales plans, budgets, and promotions.
- Conducted performance analysis and coaching, improving team productivity and results.
- Conducted performance analysis and coaching, improving team productivity and results.
Area Business Development Manager, Kisumu & Thika EB
EAST AFRICAN BREWERIES LIMITED (EABL)
04.2014 - 01.2018
- Transformed territory performance into top-performing region, achieving significant volume and market share growth.
- Key Achievements:
- Turned around territory performance to top-performing region, driving volume and market share growth.
- Boosted keg volumes from 300 to 500 barrels/day via optimized route-to-market strategy.
- Spearheaded relaunch of Kisumu Brewery (Project Nafasi), enhancing brand presence and market engagement.
- Developed talent pipeline with team promotions into higher roles.
Customer Relationship Representative; Bungoma
EAST AFRICAN BREWERIES LIMITED (EABL)
06.2012 - 03.2014
- Proactively and profitably managed and developed the assigned territory distributor in Bungoma by realigning the Route to Market and weekend activations, achieving 102% on NSV.
- Key achievements:
- Proactively and profitably managed and developed the assigned territory distributor in Bungoma by realigning the Route to Market and weekend activations, achieving 102% on NSV.
- Developed and implemented systems for distributor, resulting in 9% sales revenue growth in 2013; created market promotions in strategic outlets to drive sales.
- Coached and developed distributor sales crew on Diageo’s selling methods, contributing to overall goal and target achievement.
- Key Responsibilities:
- Ensured all EABL product portfolios were available in all outlets; implemented organizational strategy as per cycle briefs; provided daily performance reports of the assigned territory and requested tailor-made assistance.
- Collected contentious products and forwarded them to quality team for analysis and replacement, addressing trade quality issues in assigned territory.
- Develop plans and strategies for expansion and address business growth opportunities across the region. Oversee relationships and business partnerships with business partners.
Trade Developer
East African Breweries Limited
01.2011 - 06.2012
Retail Sales Representative – Key Accounts
Blue Ring Products Limited
03.2006 - 12.2010
Sales Representative
Blue Ring Products Limited
08.2000 - 02.2006
Education
Certification - Strategic Management & Leadership
The Kenya Institute of Management
01-2023
Bachelor of Business Administration - undefined
Limkokwing University/Graffin’s College
01-2010
Diploma - Sales, Marketing, and Management
Graffin’s College
01-1999
Skills
Customer Relationship Management
Customer experience
Sales strategy
Sales leadership
Distributor, Channel & Key Account Management
Stakeholder management
Market strategy
Data analytics
Workforce optimization
Regulatory Compliance
Team leadership
Certification
Harvard Manage Mentor, Online Courses Certification – One More Skill, Safaricom PLC; 2024.
Timeline
Care Center; Manager, Consumer Care/Financial Services
SAFARICOM PLC
04.2023 - Current
Agent and Dealer Support Lead, Partner Care - L300
SAFARICOM PLC
09.2022 - 04.2023
Area Sales Manager, Laikipia and Meru regions
SAFARICOM PLC
10.2018 - 08.2022
Area Business Development Manager, Kisumu & Thika EB
EAST AFRICAN BREWERIES LIMITED (EABL)
04.2014 - 01.2018
Customer Relationship Representative; Bungoma
EAST AFRICAN BREWERIES LIMITED (EABL)
06.2012 - 03.2014
Trade Developer
East African Breweries Limited
01.2011 - 06.2012
Retail Sales Representative – Key Accounts
Blue Ring Products Limited
03.2006 - 12.2010
Sales Representative
Blue Ring Products Limited
08.2000 - 02.2006
Bachelor of Business Administration - undefined
Limkokwing University/Graffin’s College
Diploma - Sales, Marketing, and Management
Graffin’s College
Certification - Strategic Management & Leadership
The Kenya Institute of Management