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Work Background
Hiphonic Company LimitedSenior Consultant
Aug. 2023Nairobi County, Kenya · Hybrid
BayerCustomer Interaction Lead (East, West, and Central Africa)
May. 2021 - Dec. 2024Nairobi, KenyaPresently, I engage my services as a Customer Service Lead at Bayer East Africa where have played a crucial role in transforming client experiences, fine-tuning Customer Relationship Management, and consistently surpassing set targets. Key Contributions: ➲ Implemented a CRM System that resulted in best-in-class engagement and satisfaction levels. ➲ Executed the regional digital transformation blueprint, deploying the Salesforce CRM tool across Africa, enhancing the customer interaction team's efficiency. ➲ Led the establishment of legal entities in Ethiopia and Tanzania post-acquisition, ensuring compliance and facilitating seamless integration. ➲ Streamlined operational processes post-acquisition, driving successful integration of acquired legal entities. ➲ Implemented a change management strategy that led to a 15% increase in customer satisfaction KPI within 6 months. ➲ Successfully secured business licenses in EWCA, mitigating regulatory risks and ensuring operational continuity. ➲ Led teams of up to 30 personnel in delivering exceptional customer experiences and fostering strategic partnerships. Key Achievements: 🏆 Improved Perfect Order Score by 5% in 2021, indicating enhanced customer experience and operational efficiency. 🏆 Rolled out the New Customer Service Target Operating Model in East Africa within a tight timeline of 5 months, achieving Go-Live by the set date 6 months later. 🏆 Exceeded annual budget targets by 11% in EA Seed Business and 3% overall business in WCA, contributing to financial success. 🏆 Increased Voice of Employee Score by 6% in 2023, reflecting improved employee engagement and satisfaction. 🏆 Implemented USD pricing in EA, mitigating currency devaluation risks and achieving cost savings of Ksh. 20 million in Kenya within a one-month timeframe.
BayerCustomer Interactions Lead - EWCA
May. 2021 - Dec. 2024Nairobi County, KenyaSkills: Project Management · Digital Strategy · Customer Experience · Customer Relationship Management (CRM) · Change Management
Pals Agriculture LimitedAgronomist
Jun. 2020Hybrid
Bayer Crop ScienceRegional Manager
May. 2016 - Apr. 2021KenyaKey Contributions: ➲ Achieved exceptional business performance in a new region with a remarkable growth rate of 31% in 2020. ➲ Directed the development and execution of a strategic business plan, which transformed the company’s customer base. ➲ Revolutionized business activities at the regional level, presiding over Strategy Management, Business Development, and Marketing Management. ➲ Oversaw Bayer’s Corporate Governance initiatives, ensuring alignment with company objectives and government requirements, and directing all Government relations. ➲ Directed effective issue management and policy outcomes in Kenya, contributing to positive policy changes and earning the Bayer Sustainability Award 2021. ➲ Integrated corporate social engagement initiatives and global sustainability programs into external stakeholder engagement, revolutionizing the company's approach to sustainability. ➲ Fostered a culture of community participation and knowledge sharing, leading to continuous improvement and evidence-based decision-making. My Accomplishments: 🏆Presided over "Better Farms, Better Lives" initiative that improved the livelihoods of over 560,000 smallholder farmers and indirectly impacted over 2.8 million people across Africa.
Bayer Crop ScienceArea Sales Manager
Nov. 2013 - Apr. 2016North Rift - KenyaKey Contributions: ➲ Orchestrated an impressive 58% year-over-year revenue growth across regions from 2015 to 2016 by overseeing the creation of new accounts, reactivation of dormant ones, and forging strategic partnerships. ➲ Drove a 25% increase in sales turnover between 2014 and 2015 by promoting advanced agronomy practices among farmers. ⭐This was facilitated by strategic collaborations with industry giants like John Deere and TechnoServe. ➲ Implemented agricultural policy initiatives, collaborating with government bodies, industry stakeholders, and advocacy groups to shape regulatory frameworks. ➲ Elevated the profile of BAYER by representing the company at pivotal networking conferences and events. ➲ Led comprehensive stakeholder analysis and outreach endeavors, establishing mutually beneficial networks with Trade Associations, policymakers, NGOs, and key Ag-Stakeholders. ➲ Streamlined company operations by aligning logistics and supply chain tender specifications for strategic partnerships within the Government and Non-profit sectors. ➲ Prioritized and nurtured Crop Science Partnerships, fostering a culture of best practice sharing and facilitating mutually beneficial collaborations with organizations such as WFP, FTM, and GIZ. ➲ Analyzed monthly end-user area sales data and devised quarterly market share development plans, providing valuable insights to senior management. ➲ Played a key role in business reporting, forecasting, and contributed to strategic business planning initiatives, ensuring alignment with organizational objectives and market dynamics.
BayerRegional Sales Manager
Nov. 2013 - Apr. 2021Nairobi County, KenyaSkills: Corporate Social Responsibility · Sustainability Management · Commercial Operation · Government · Sales
SyngentaDemand Coodinator - Supply Chain Management
Apr. 2012 - Oct. 2013Sub-Sahara AfricaKey Contributions: ➲ Prioritized data management using Demand planning tools – SAP, APO, SCALA, SPS, WEB FEST, WEBBUSS aligned Supply chain objectives and plans to those of the business. ➲ Drove collaborative working on demand forecasting with KAM’s in the respective countries and mastered data maintenance in the systems for phase-outs and phase-ins. ➲ Coordinated order planning with Supply Centres in Kenya and other third-party suppliers to ensure stock availability for all countries. ➲ Planned, and ran the monthly Sales Operations Processes, scheduled and Chaired S&OP meetings, and incorporated the demands in the system. ➲ Planned and executed toll manufacturing and repacking activities all while liasing with KAM’s on changes in packaging concepts. ➲ Monitored and reviewed inventory levels for both finished goods and work in progress and ensure inventory targets are met. ➲ Accrued deep knowledge of agriculture in the countries dealt with all while using my extensive contacts and network in the greater Eastern and Southern Africa region and Burundi within the agricultural sector.
SyngentaCustomer Service Manager
Mar. 2011 - Mar. 2012Skills: Collaborative Leadership · B2C · D2C · Storytelling · Campaigns · Presentations
Bayer CropScienceCustomer Advisory Representative
Oct. 2009 - Feb. 2011Nairobi, Kenya
Bayer CropScienceAgronomist
Oct. 2009 - Feb. 2011Nairobi County, KenyaSkills: Public Speaking · Customer Service · Strategy · Collaborative Leadership · B2C · Rural Finance · Storytelling · PowerPoint · Communication · Campaigns · Outlook · Microsoft Office · Presentations · Sustainable Agriculture · Strategic Planning
SEEDS EAST AFRICARegional Manager - East Africa Seeds
May. 2009 - Aug. 2010
EAST AFRICA SEEDSAgronomist
May. 2009 - Aug. 2010Skills: Collaborative Leadership · Sustainability · B2C · Policy Development · Rural Finance · Project Planning · Storytelling · Communication · Campaigns · Product Marketing · Customer Relationship Management (CRM) · Private Sector Development · Agribusiness · Green Technology
Bayer Crop ScienceField Agronomist
May. 2008 - Aug. 2008
BayerField Agronomist
May. 2008 - Aug. 2008Skills: Collaborative Leadership · B2C · Rural Finance · Storytelling · Product Marketing · Agricultural Research · Team Leadership · Agribusiness · Green Technology
City Farming LimitedField Agronomist
May. 2007 - Jul. 2007Skills: Collaborative Leadership · B2C · Rural Finance · Storytelling · Product Marketing · Green Technology
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