Hannah Kahangi

As a Retail Manager for 10 years at the Safaricom Retail stores, I have gained immense experience in managing retail shops. I have been able to build up a strong foundation of customer service skills winning accolades in Kitengela Shop as the best Customer Service shop two years in a raw 2018/19. Revenue Generation performance of 110% average value of 10M-11M per month. 

The  skills acquired during my tenure are as below:

• Customer Satisfaction guided by the NPS score matrix
• Revenue Generation within and without the 4 walls
• Leadership skills and staff motivation

Stock and cash Management 

Retail Center Manager- Safaricom PLC  07/2004 to 08/2021

SKILLS: Customer Management, People Management, Store Management, Revenue and P&L Management, Customer complaint handling and Churn.

Retail shops worked I&M, Kimathi, Moi Avenue, JKIA, Sarit, Westgate, Galleria, Junction and Kitengela. KPI’s entailed:

• Customer Service: Drive NPS (Net Promoter Score) through resolution of customer request/ complaints. Targeting score of 70 and above. A happy customer will promote the service and hence drive loyalty and reduce retention.
• Revenue Generation: Propel 4G phones, 4G routers, 4G new connection including E-sim,  and virtual/ physical airtime within the 4 walls. External engagement with Corporate institutions to drive revenue sales.
• People Management: Enhance Team work to achieve the expected targets. Motivate the team to drive unity, cohesion and energy. Coaching team to sharpen product and service skills.
• Financials: Maintain Operational costs(within budgets), Ensuring store is profitable and return on ROI is met. Stock procurement management through availability of devises for customers to purchase and ensuring nil stock variances through regular and impromptu stock take.
• Data Revenue: Customer education and ultimate purchase of Data propositions to meet expected set targets. Driving the Data Agenda through customer segmentation.

Retail Roll Out Manager- Safaricom PLC

SKILLS: Project Management, Stakeholder management and Business Case Approvals.  

Oversaw construction and maintenance of Retail shop across the country. Main KPI’s: 

• Deployment Process and Procedures including site survey, site preparation, equipment implementation, site documentation, integration and acceptance. Working had in hand with the consultants.
• Construction and Maintenance: Align financial year budgets for expansion and shop renovations through Business Case approval. Seek government approvals/ licenses for construction to commence. Review BOQs and ensure budgets are within the expected scope. Regular Site visits to oversee stakeholders hold their inches in achieving set deadlines for projects. Schedule renovations for shops with engagements of the facility team.
• Renewal and negotiate rent leases with the landlords working in conjunction with the Legal Team. Maintaining cordial relationship with the property managers for smooth operations of the shops.
• People Management: Enhance team work to deliver projects timely. Networking with internal and external stakeholders. Strengthen partner relationships ie Project Managers

Retail Care Desk Manager- Safaricom PLC  

SKILLS: Customer Management, People Management, Store Management, Revenue and P&L Management, Customer complaint handling and Churn.

Managed and rolled out Retail Care desks through our Consumer Distribution Channel. Grew them from 20 to 75 outlets to create additional customer care touch point across Kenya. KPI’s included:

• Customer Service: Deliver Excellent customer service and appreciate diverse cultures to promote brand loyalty through NPS and eliminate churn.
• People Management: Shift and leave management to avail staff to serve customers. Team cohesion through team building, conference calls to bring the team together as being scattered across the country.
• Data Revenue: Grow data by educating customers on available bundle options. Meet set targets issued by Retail Sales Operations. 

Bachelor of Commerce in Business Administration and Marketing, Daystar University, completed in June 15 2002

Pangani Girls’ High School completed in November 16th 1994.

Karen C Primary School completed November 16th 1990.

Linkedin courses to enhance skills and knowledge.