Grace Nyambura

I'm Grace Nyambura Njoroge, an experienced and results-driven Customer Success Representative with a passion for building lasting relationships and delivering exceptional service. Throughout my career, I've honed my skills in consultative selling, account management, and resolving customer concerns.

In my role as a Campaign/Customer Success Lead at AIfluence Inc, I took the initiative to cultivate new business connections, resulting in a remarkable 30% increase in customer acquisition. Acting as a liaison between customers and the in-house Production team, I ensured seamless communication and timely order completion for 500+ orders. My expertise in consultancy led to a significant 25% improvement in order completion rates.

As a Campaign/Customer Success Manager at the same company, I built strong relationships with customers, contributing to a 40% increase in repeat sales and generating a 15% increase in customer loyalty. Addressing post-sales concerns through a ticketing system, I successfully resolved 95% of issues within 24 hours.

Moreover, my experience as a Performance Marketing Manager at Proto Energy Limited allowed me to develop and execute successful marketing campaigns, reaching millions of customers and directing them to retail outlets.

I hold a Master's in Corporate Strategic Communication and Digital Media from the United States International University and a Bachelor's in Economics and Political Science from the Catholic University of Eastern Africa. I'm equipped with certifications in Digital Marketing and Digital Sales from Google.

With my detail-oriented, solution-oriented, and proactive approach, I am ready to bring my skills and expertise to contribute to the success of Citibank N.A. in Kenya, fostering strong relationships with clients and driving revenue growth.

Campaign / Customer Success Lead (AIfluence Inc):

• Cultivated new business connections, resulting in a 30% increase in customer acquisition.
• Provided comprehensive relationship management support to corporate clients, ensuring successful day-to-day cash management, vendor finance, foreign exchange, and equity derivatives transactions.
• Collaborated with payment vendors to identify revenue growth opportunities and enhance customers' financial and advisory experience.
• Led cross-functional teams for successful marketing initiatives, achieving an annual ROAS of 7x in 8 global campaigns.

Campaign / Customer Success Manager (AIfluence Inc):

• Built strong customer relationships, leading to a 40% increase in repeat sales and a 15% increase in customer loyalty.
• Addressed post-sales concerns through a ticketing system, resolving 95% of issues within 24 hours.
• Mitigated risks through thorough assessments and analyzed transactional and corporate risks.
• Conducted strategic and financial analyses, identifying market trends and industry best practices.

Performance Marketing Manager (Proto Energy Limited):

• Developed and executed the brand portfolio's annual sales and marketing calendar, driving growth through ATL and BTL programs.
• Utilized local consumer insights to execute marketing campaigns, monitoring key business indicators for opportunities and risks.
• Conducted regular performance evaluations, providing training and mentorship to enhance team productivity and engagement.

Brand Manager (Brainwave Communications Limited):

• Ensured swift delivery of campaign deliverables by liaising between production, design, and customer teams.
• Built strong customer relationships, generating a 15% increase in customer base and 23% in repeat sales.
• Managed the annual brand budget and established strong relationships with external partners to drive brand awareness.
• Executed successful marketing campaigns for product launches, resulting in increased sales and market share.

Account Manager (Brand Design and Development - Brand2D):

• Managed end-to-end execution of marketing projects, collaborating with cross-functional teams.
• Conducted market research to inform brand positioning and messaging.
• Monitored brand performance metrics and executed marketing initiatives within budget and timeline constraints.

Masters in Corporate Strategic Communication and Digital Media
United States International University 

Bachelor of Economics and Political Science
Catholic University of Eastern Africa