Otto.RentalsHead of Customer Experience & Growth
Apr. 2025 - Jul. 2025Nairobi County, Kenya● Built and deployed a lead automation system that reaches out to 50+ prospects, handles follow-ups, and significantly improved lead conversion efficiency. ● Utilized PostHog for behavioral analytics and funnel tracking, identifying drop-off points and driving UX improvements to increase retention. ● Launched SEO-driven traffic experiments and cross-domain partnerships to expand brand visibility and increase acquisition from high-intent sources. ● Authored help center articles and instructional content to reduce customer friction and empower self-service across the platform. ● Ensured marketplace booking fulfillment by coordinating with rental partners and support teams, maintaining a 98%+ completion rate. ● Led cross-functional growth campaigns on platforms like Reddit and search engines, increasing engagement and brand reach. ● Drove improvements to onboarding, messaging, and support workflows enhancing overall user satisfaction and partner retention.