Summary
Overview
Work History
Education
Skills
Languages
References
Hobbies and Interests
Personal Information
Leadership Attributes
Timeline
Generic
STEPHEN KITUKU MUEMA

STEPHEN KITUKU MUEMA

TALA

Summary

Dynamic Senior Account Manager with proven expertise in client relationship management and contract negotiation at Smart Printers Ltd. Skilled in developing sales strategies that drive revenue growth and enhance customer satisfaction. Adept at utilizing CRM software to optimize campaign management and achieve business objectives, fostering long-term partnerships.

Overview

13
13
years of professional experience

Work History

Senior Account Manager and Head of Promo Business

Smart Printers Ltd
07.2024 - Current
  • Serve as the main point of contact in all matters print contract business and promotional items sourcing from China, South Africa, Dubai and local.
  • Build and strengthen client relationships to achieve long-term partnerships.
  • Maintain accurate client records, keeping track of any contract updates and renewals.
  • Work and train sales team on promo pitching and other internal teams to develop strategic marketing plans and ensure KPIs are being met.
  • Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients.
  • Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.

Account Manager – Kenya

Chrome Partners Limited
05.2021 - 06.2024
  • Manage multiple accounts; develop positive working relationships with all customer touch points.
  • Drive client retention, renewals, upsells and client satisfaction.
  • Work closely with Associate Account Managers and Ad Operations on day-to-day operational processes including campaign set-up, receipt of creative or tags, trafficking and optimization.
  • Work closely with Analytics and Ad Operations to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed.
  • Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the campaign.
  • Work closely with Finance on billing set up and invoicing.
  • Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues.
  • Adhere to established processes and workflows, as it relates to campaign set-up and pixel placement strategy, creative execution (including dynamic creative), ad trafficking and campaign management.
  • Provide input on new processes and workflows as needed.
  • Focus on ensuring we maintain superior customer service levels, operational excellence, and strategic insight.

Business Development Lead – Kenya

Probrand Group Africa
06.2018 - 04.2021
  • Develop business and marketing plans in coordination with the group head of business development to achieve revenue goals.
  • Assist in company’s branding and media communication activities such as press releases, advertisements, marketing collaterals, and web site.
  • Analyze the current and past budgets, expenses, sales, revenues and product deficiencies in order to provide recommendations for business growth and problem resolution.
  • Research the market for identifying new business opportunities on promo, outdoor and print.
  • Explain prospective clients about the advantages of the products or services offered by Probrand and follow up with them in order to close the business deals.
  • Develop business proposals for new and existing customers.
  • Develop creative strategies to retain the clients including interviewing them to take their feedback and incorporate it into the growth plan.
  • Prepare the annual marketing budget and track the expenses against the budget.
  • Develop in-depth knowledge about business development practices, marketing activities, prospective clients and industry trends.
  • Maintain a knowledge repository of clients, referrals, RFPs, prospects and presentations.
  • Develop strong customer relationships in order to generate high volume of prospective clients.
  • Manage customer calls and appointments effectively for new opportunities.
  • Participate in industry forums, client discussions, and conferences as a representative of the organization.
  • Determine cross-selling opportunities among different offices.
  • Supervise the client relationship management database and utilize it to manage customer contacts and mailing lists.
  • Hire, train and guide the marketing and business development associates which includes other promotional agencies.

Account Executive

Ramco Printing Works Limited
08.2015 - 05.2018
  • Establishing client service sales objectives by projecting expected sales volumes and profit for existing and new clients.
  • Accurately forecasting annual, quarterly and monthly revenue streams.
  • Developing specific action plans to achieve revenue targets, client growth, and client retention in both print and online platforms.
  • Actively performing sales activities and developing new accounts, negotiating space sales prices and discounts in consultation with the relevant parties.
  • Collaborating with the product heads to develop sober sales strategies to improve market share in all the product lines.i.e. offset printing, digital and promo items.
  • Maintaining professionalism and technical knowledge by establishing personal networks and participating in professional societies to unearth the various opportunities for the print business.
  • Undertaking business development activities in print from lead generation to deals closure in line with set targets.
  • Building and maintaining clients and associates relationships with Ramco group as a combined effort with the operations team with effective inter-departmental procedural work flow participation thereby contributing towards quality service delivery.
  • Enhancing profitability by ensuring that there is financial viability through maintaining and/or increasing profit margins.
  • Conducting sales margin analysis to ensure that the proposal makes business sense.
  • Develop propositions, presentations and reports, as required by the head of print.

Branch Sales and Service Officer

Standard Chartered Bank Kenya
04.2015 - 07.2015
  • Increase customer base through new to bank (ntb) customer acquisition and increased product per customer (ppc) ratio for existing to bank clients.
  • Activate new to bank clients, set up and educate clients on remote channel usage i.e. online, client centre, and hand over clients to priority or business banking team if required.
  • Based on client profile, map client potential and work towards up-streaming to priority and business client segments by increasing wallet share.
  • Manage & service primarily walk in clients, fulfilling transactional requirements.
  • Grow and improve customer’s value and profitability by engaging & deepening existing customer’s relationships.
  • Address walk-in client’s (any segment) any needs, serve client on initial request and broaden to next best conversation based on existing to bank analytics.
  • Direct and educate walk-in clients to use self-serve channels, and handle service requests via low- counters where requested by clients.
  • Actively and efficiently handling service recovery to sales opportunities.

Qualified New Business Officer

Standard Chartered Bank Kenya
05.2012 - 03.2015
  • Responsible for identifying and pursuing sales opportunities and converting sales referrals from branch sales pipeline into actual sales.
  • Implement sales strategy underpinning marketing efforts to acquire, expand and retain profitable relationships and grow the market share in accordance with branch sales targets.
  • Ensure monthly targets are achieved and performance report submitted to the line manager.
  • Actively participate in branch training on sales, service and controls.
  • Regular feedbacks to the team leader on sales concerns and recommend appropriate improvements.
  • Ensure an excellent customer experience during the account opening, documentation process as well as when offering any other service.
  • Actively participate and challenge the status quo, to improve on processes through documented service storming sessions.
  • Ensure that Customer Due Diligence is applied when selling products or opening accounts and proper completion of checklist.
  • Reporting any suspicious transactions or activities.
  • Ensure that I fully understand the CDD & Anti Money Laundering group policy.
  • Smooth on-boarding of new to bank clients.
  • Proper verification of customer instructions.

Education

Bachelors of commerce - Finance

KCA University
12.2015

Diploma - Sales and Marketing

Technical University of Kenya
12.2009

Certificate - Information Technology

MED Computer College
04.2008

Skills

  • Client relationship management
  • Contract negotiation
  • Sales strategy development
  • Market analysis
  • Campaign management
  • CRM software utilization

Languages

  • English
  • Swahili

References

  • Mrs. Angela Keli, Country Manager & Head of Finance, Rocket Africa – Kenya & East Africa, P.o Box 49494, Nairobi, 00100, 0717 401 745, angela@rocketafrica.com
  • Mr. Justus Nyabuya, Head of Sales, Chrome Partners – Kenya, P.o Box 6912, Nairobi, 00100, 0721 451 550, justus.nyabuya@chromepartners.co.ke
  • Mr. Brian Kamau Njenga, Branch Manager, Standard Chartered Bank - Kenya, P.o Box 32932, Nairobi, 00100, 0723 331 090, BrianKamau.Njenga@Sc.com

Hobbies and Interests

  • Engaging in charity work
  • Making new friends
  • Travelling
  • Watching and playing football
  • Working out & keeping fit

Personal Information

  • Gender: Male
  • Nationality: Kenyan
  • Religion: Christian

Leadership Attributes

  • Smart Printers Ltd – Head of Promo Business
  • Probrand Group Africa – Country Lead, Business Development
  • Qualified new business officer - Standard Chartered Bank, Kenya

Timeline

Senior Account Manager and Head of Promo Business

Smart Printers Ltd
07.2024 - Current

Account Manager – Kenya

Chrome Partners Limited
05.2021 - 06.2024

Business Development Lead – Kenya

Probrand Group Africa
06.2018 - 04.2021

Account Executive

Ramco Printing Works Limited
08.2015 - 05.2018

Branch Sales and Service Officer

Standard Chartered Bank Kenya
04.2015 - 07.2015

Qualified New Business Officer

Standard Chartered Bank Kenya
05.2012 - 03.2015

Bachelors of commerce - Finance

KCA University

Diploma - Sales and Marketing

Technical University of Kenya

Certificate - Information Technology

MED Computer College

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STEPHEN KITUKU MUEMA