About
Strategic operations and execution leader with 6+ years of experience driving cross-functional delivery, organisational alignment, stakeholder engagement, and executive support in fast-paced environments.
Proven ability to translate strategy into execution, manage complex initiatives, enforce accountability, and serve as a trusted thought partner to senior leadership. Strong background in operations, customer experience, marketing, partnerships, and reporting.
What I'm looking for
I am seeking a fast-paced, growth-oriented role that offers flexible working arrangements, competitive compensation, and opportunities for continuous learning. I enjoy collaborating with diverse, high-performing teams and value organizations that support employee well-being through benefits such as medical insurance and paid time off, while providing meaningful opportunities to make an impact.
Experience
Customer Experience & Marketing Manager
TIBU Health Wellness Clinics
Apr 2023 – Present
● Act as a central execution and coordination lead between leadership, operations, marketing, and frontline teams.
● Preparation of executive reports, transforming operational and performance data into clear, actionable insights to support strategic decision-making.
● Translate organisational priorities into execution plans, timelines, ownership structures, and reporting frameworks.
● Lead organisation-wide reporting including weekly and monthly performance reports for senior leadership and board review.
● Oversee digital marketing strategy, content creation, and brand communications across platforms.
● Serve as liaison between staff and senior management, ensuring clarity of priorities and smooth information flow.
● Review and quality-check reports, communications, and deliverables before escalation to executive leadership.
● Lead partner-facing communication and support preparation of stakeholder updates and presentations.
Digital MarketingReportingContent CreationSOPsBilling WorkflowsOKRs
Customer Support Agent
TIBU Health Virtual Care
Apr 2021 – Apr 2023
● Supported frontline service delivery, escalation management, and incident reporting.
● Contributed to development of customer support policies and documentation.
● Maintained accurate records and ensured timely issue resolution.
Escalation ManagementIncident ReportingCustomer Support
Communications & Digital Marketing Fellow
Impact Africa Network
Jul 2019 – Dec 2020
● Created digital content, newsletters, and coordinated podcast production.
● Supported strategic communications and community engagement initiatives.
Digital ContentNewsletter CreationPodcast CoordinationDonor ResearchFundraising StrategyMarket Research
Education
Moi University
Bachelor of Science · Communication & Public Relations
2014 – 2019
Skills
Market ResearchFundraisingInsurance ClaimsBilling WorkflowsOperational ImprovementsOKRsSOPsCustomer ExperienceReportingContent CreationDigital MarketingPresentationCommunicationsProcess ImprovementQuality ControlStakeholder ManagementOrganisational AlignmentExecutive SupportStrategy to Execution
Languages
English (Native or bilingual proficiency)Swahili (Native or bilingual proficiency)
