Aftersales Service Manager – Kenya - realme Service Company - Kenya
(2025-01)
- Lead nationwide aftersales operations, ensuring an exceptional customer experience across the entire post-purchase journey.
- Build and maintain strong, long-term customer relationships by proactively addressing inquiries, complaints, returns, and warranty claims.
- Oversee daily service operations including repair centers, service partners, and logistics workflows to ensure timely and professional resolution.
- Collaborate with sales, operations, quality assurance, and product teams to resolve recurring issues and enhance service delivery.
- Manage spare parts inventory and repair logistics to optimize turnaround time and service network efficiency.
- Track and analyze KPIs including CSAT, NPS, first-time fix rate, turnaround time (TAT), and customer retention to drive continuous improvement.
- Develop and implement standardized service processes to improve quality, reduce costs, and minimize customer churn.
- Lead, train, and motivate aftersales teams, setting performance targets and maintaining high professional standards.
- Identify upselling and cross-selling opportunities (extended warranties, accessories) and capture customer feedback to inform product and marketing strategies.
Regional Manager – Nairobi - Carlcare Service Center - Nairobi
(2024-06 - 2024-12)
- Oversaw operations across all Nairobi branches, ensuring compliance with company standards, KPIs, and customer service excellence.
- Implemented data-driven spare parts planning and logistics controls, improving turnaround time and cost efficiency.
- Led cross-functional teams through coaching, performance management, and skills development to drive productivity.
- Analyzed regional performance reports to guide strategic decisions and continuous improvement initiatives.
Branch Manager - Carlcare Service Center
(2022-10 - 2024-05)
- Managed end-to-end branch operations including workflow planning, quality control, and team supervision.
- Improved customer retention and service revenue by enhancing service delivery processes.
- Monitored KPIs, implemented corrective actions, and ensured adherence to operational policies.
Territory Sales Executive (TSE) - Airtel Kenya
(2020-07 - 2022-09)
- Consistently achieved 120%+ of volume and distribution targets across assigned territory.
- Executed trade marketing initiatives that improved market coverage, visibility, and sell-through.
- Managed key distributor and retail accounts, optimizing stock availability and outlet performance.
- Conducted market intelligence and competitor analysis to support strategic planning.
Financial Advisor - Britam Insurance
(2018-06 - 2019-08)
- Surpassed individual sales targets by 25%, maintaining strong client retention rates.
- Built and managed a referral-based client acquisition network to expand market reach.
- Advised clients on insurance and financial products aligned with their needs and goals.
