Requests
0
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Moniepoint GroupVP, Customer Success - Moniepoint GB
Jun. 2024 - May. 2025London Area, United KingdomExCo member, tasked with building the global FX Customer Success Function at Africa's latest Fintech Unicorn.
Strategically delivered seamless, compliant, multi-market support spanning West Africa, East Africa, Europe, and the US.
Conducted Multi-Market Customer Research, designed Cross Border Customer Journeys, and oversaw Moniepoint's custom CRM deployment.
Led Product development for Customer Self Help tools including Intelligent Chat Support, In-App ticket management, contextual FAQ library, to achieve a 95% self serviced experience Drove alignment between customer experience and revenue functions across multiple regions.
Honoured among Top 40 Under 40 Men in Business Daily (2023).
Moniepoint GroupCountry Head, Customer Success
Nov. 2023 - Jun. 2024Nairobi County, Kenya
Absa Bank KenyaHead of Customer Experience
Nov. 2021 - Nov. 2023Nairobi, KenyaFrom leading the bank's Digital Customer engagement strategy, to a wider Customer Experience mandate (processes, platforms, and customer-centric culture). Developed and implemented a digital-first customer value optimisation strategy that resulted in: USD 10M in monthly cross-sell & up-sell value.
1.5x growth in the mortgage book.
Doubling of bancassurance monthly customer growth rate
Doubling of active retail current accounts.
50% growth in Asset Based Finance monthly volume
Unthinkable (Kenya)Lead - Community, Ventures & Partnerships
Apr. 2020Nairobi, KenyaCurated a community for founders & co-founders of growth stage SMEs who exchange knowledge and business to drive 10x Organisational growth. The community boasts over 3,000 members & and a combined USD 8M+ of Annual turnover. Facilitated USD 500K in annual business exchange and supported members to secure USD 250K in funding.
Unthinkable (Kenya)Lead, Community & Partnerships
Apr. 2020Nairobi, KenyaBuilt a curated community for founders & co-founders of growth stage SMEs who exchange knowledge and business to drive 10x Organisational growth. The community boasts over 3,000 members & and a combined USD 10M+ of Annual turnover.
Absa Bank KenyaAVP, Digital & Innovations
Jan. 2017 - Nov. 2023Nairobi, KenyaSecured Board Approval, and built Absa's innovation pipeline framework & design lab from the ground up. Managed a portfolio of over 40 agile squads, spanning process re-engineering, digital financial services, branch digital experience & new product development Key achievements: Unlocking of a USD 6M supplier lending Annual loan book
Rolled out 1st & 2nd fastest growing Products ever Successful Pilot of Absa Group's Digital Sales Platform, covering 10 African Markets
Secured Board approval for a digital bank strategy for Youth segment
Overhaul of New Product Governance Process from a Multi-year process to 90 days
Delivered two Fintech Partnerships in SME Lending, unlocking USD 4M in new value
Ideation, Build & Operationalisation of Abby, Kenya's first transactional Chatbot Recognition: Employee of the Year (Innovation), 2019
Young Banker of the Year (Think Business Magazine, 2019).
Top 25 Men in Digital in Kenya (SOMA, 2019)
Farm Capital AfricaFounding Partner
Apr. 2014 - Jun. 2018Nairobi, KenyaA social impact investment company that sought to link small scale farmers to sources of capital & agribusiness support.
Kenya Commercial BankDigital Brand Manager
Mar. 2014 - Dec. 2016Nairobi, KenyaEstablished and grew the bank’s digital marketing unit into a strategic acquisition and innovation driver. ● Transformed digital marketing from a siloed function into an Award winning customer acquisition channel that delivered 30% of new customers annually. ● Re-designed and relaunched the KCB App, growing usage from under 500 active users to 300,000+ within 18 months, enabling USD 7.7M in monthly transactions. ● Rolled out Kenya’s first online account-opening platform (50,000+ accounts opened in year one), later featured as a Google case study. ● Expanded KCB’s social media community to 1M+ within 2 years, earning multiple awards for best practice in social media marketing.
After 6 LabsCo-founder & CTO
Mar. 2013 - Apr. 2014Nairobi, KenyaLaunched a digital innovation lab with USD 20K in angel financing, building solutions for finance, education, retail, FMCG, and social good. ● Built a crowdfunding platform for an agriculture startup, helping raise USD 100K and winning 2nd Prize at the Innovation Prize for Africa. ● Developed the Smart Series E-Learning Suite for Makini Schools. ● Partnered with Intel and Kenya Tourism Board on an online conference management platform. ● Designed Augmented Reality experiences for several Coca-Cola Marketing campaigns.
After 6 LabsCo-founder & Innovation Lead
Mar. 2013 - Apr. 2014Nairobi, KenyaI was part of the founding team at this digital innovation house, built to develop, deploy and showcase solutions in e-learning, e-commerce, social media, mobile applications & games.
Scanad KenyaAssociate Account Director
Feb. 2012 - Apr. 2013Nairobi, KenyaManaged business development and client portfolios, providing digital marketing strategy, media planning, and campaign execution. Secured and managed accounts worth USD 2M+ annually, including Kenya's top blue chip companies such as East African Breweries, Barclays Kenya, Coca Cola, Nestle EAR, DT Dobie, Equity Bank and Lafarge.
Creative Y&RHead of Digital
Mar. 2011 - Feb. 2012Nairobi, KenyaProgressed from software developer to leading the integrated digital media unit. ● Grew business revenue by 20% (USD 150K annually). ● Delivered integrated campaigns and managed accounts across industries including Real Insurance, Interconsumer Products, Tile & Carpet, Zen Garden, and EABL.
Creative Y&RWeb Application Programmer
Jun. 2009 - Mar. 2011Nairobi, CompanyA creative & digital agency that offered custom online marketing, web hosting, web design and development services.
Intch is a Professional Networking App for the Future of WorkSee more people like Alex on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1792444 people
24
Imaging technologist
21
Customer Experience Manager
17
Operations Manager @ Beaudivas Haircrafts Ltd
213354 people
24
Imaging technologist
17
Operations Manager @ Beaudivas Haircrafts Ltd
17
MANAGEMENT CONSULTANT AND BUSINESS CONSULTANT @ Perfometer Agribusiness Limited