Ruby Chuku, ACIM.

Experience

• 

  DealDey Limited

  Oct 2011 - May 2012

  Customer Service Representative

  • Answered customers’ questions and addressed problems and complaints in person, via phone and email• Offered exceptional customer service to differentiate and promote the company brand.• Built and maintained effective relationships with co-workers and senior management.• Responded to queries on social media (Twitter, facebook)• Promoted company brand and products on social media• Confirmed and processed customer transactions daily• Merchandising (part-time)Provided weekly reports on sales and other customer related transactions to supervisor and finance department• Assigned business requests to the sales team• Performed Personal Assistant Roles to Sales VP Show less

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  Konga Online Shopping Ltd

  Jun 2012 - May 2016

  • Coordinating and providing explicit direction for the resolution teams in the Customer Experience Department; K-express Resolution Team (serving as an intermediary between the customer support team and the proprietary logistic partners, Marketplace Dispute Resolution (responsible for mediation between buyers and sellers regarding purchases from third-party stores) and the primary resolution team (dealing with products purchased from Konga store directly).• Developed and implemented process for managing dispute relative to third-party products purchased by customers• Reviewing service, processes and policies with the aim of improving customer experience• Overseeing resolution of reported customer queries in a timely manner and with an acceptable quality of service• Initiating and executing strategies for customer retention• Collaborating with other departments to ensure that processes and strategies align relative to the business' overall objectives • Analyzing complaints and resolution reports and providing recommendations on improvements in relevant areas Show less I built this team from scratch, making provisions for all the systems, processes and people needed to be able to handle the customer service/experience arm of the business. Key responsibilities included;Setting up and subsequently managing the Customer Service UnitOrganizing training programs for the Customer Experience teamCreating Schedules for the Customer Experience TeamCreating and Developing Standard Operating Procedures for the Customer Experience TeamHarmonizing cross-organizational policies as it relates to customer service Providing solutions and directing resolution to customer complaints and incidentsIdentifying and defining the needs of the CET to increase efficiency and productivityAnalysing statistical or other data to determine the level of customer service provided by the companyMeeting with other managers to discuss possible improvements to customer experience;Provide data on customer service metrics to other heads of department as and when needed Show less

  • Head, Dispute Resolution

    Mar 2015 - May 2016

  • Customer Experience Manager

    Jun 2012 - Feb 2015
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  Konga Online Shopping Ltd

  Jan 2017 - Nov 2017

  Responsible for managing all marketing activities relative to the desktop. From themed campaign development to determining value propositions through data. My major objectives are to drive traffic, optimize conversions, increase activity rate through engagement and acquire new buyers. Some major tools used here are;• Google Adwords• Facebook Ads Manager• Social Media platforms• Google AnalyticsKey responsibilities include;• Developing weekly value propositions using data to drive revenue and new buyer conversions• Working with the digital team to create and review digital ads (search, display & remarketing) with the major aim of optimizing spend and conversions.• Tracking and reporting performance and contribution from the desktop web to the overall marketing objectives relative to customer numbers and revenue.• Developing overall marketing strategy aimed at growing performance and contribution from the desktop web channel, incorporating other relevant units including the commercial department, customer value management, digital marketing, social media and public relations, creative design and technology. • Providing technology requirements aimed at improving marketing performances for review and then following up to ensure completion.• Reviewing and analyzing data with the customer insight team to subsequently support decision making.• Providing reports and marketing updates to other operations managers and directors. Show less Generally responsible for marketing and growing activities and engagement on the Mobile App. This involved the development and execution of a marketing strategy in line with the overall business objective. My goal was to increase the install base while actively engaging the existing users in order to drive purchases.Some major tools used here include:• Google Adwords• AppsFlyer• Push Notifications• Facebook Ads Manager• Social Media platforms• Google Analytics.Key responsibilities include;• Monitoring and reporting transactional activities on the mobile app to track performance in terms of installs, order value contribution, customer active rate, session and conversions, etc.• Creating, monitoring and tracking marketing campaigns, campaign performance, conversion and customer trends• Collaborating with the relevant departments (commercial, creative, digital and customer value management) to align messaging with overall marketing strategies• Create and manage weekly calendars for all mobile app campaigns across all communication channels (email, SMS, social media (paid and unpaid), Google Ads, Mobile Advertising networks, in-app push notifications).• Escalate business and marketing requirements for mobile app messaging and analytics platforms through the technology team• Monitor the technical performance of the app and work extensively with the technical team to ensure the app features are functional and also gather requirements for new features to be developed.• Monitor latest trends in the mobile apps space Show less

  • Head, Desktop Channel Marketing

    Aug 2017 - Nov 2017

  • Head of Mobile App Marketing

    Jan 2017 - Jul 2017
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  KingMakers

  Nov 2017 - Aug 2021

  Responsibile for Go-to-market strategy for all new products and offers scheduled for Nigeria, Kenya and Ethiopia, working closely with Product Management and other teams across the portfolio of exciting gaming products. Was also responsible for conducting inbound opportunity analysis and creating solid outbound GTM campaigns to drive product adoption and retention.Key Achievements• Over 200% increase in activity rate on sub-product, achieved through the successful launch of a product education campaign• More than 10 GTM plans created within 8 weeks for both the Nigeria and Kenya brands• Set up and launched the Triple Cash Back campaign to drive customer activation on the back of the brand relaunch. Improved new customer retention by 10% in the first month- Introduced pre-KYC verification - an initiative that promoted customer trust and increased deposit values. Show less While heading the product department and managing product marketing, I continued to oversee brand and performance marketing for BetKing Nigeria. This included CRM, media strategy and planning, brand communication, marketing strategy and overseeing execution in line with corporate objectives and key results.Key Achievements• Brand relaunch in August 2021 with over 60% increase in sign up numbers within the first week of the brand relaunch• Successful completion of brand research project and defining the cadence for quarterly brand research activities• Overall score of about 75% in Objective and Key Results achieved in Q1 and Q2. • Launch of a pseudo new customer offer in the absence of a welcome bonus. This increased new customer engagement from an average of 30% to over 55% in June and July. Show less As Head of Products, I focus on people, systems, and processes and am responsible for the articulation and execution of the product roadmap. This means owning the overall experience of the users, identifying key areas of development/improvement and transforming them into an actionable plan that considers the business and stakeholder needs.Key Achievements- Set up the Product department from scratch including people resources, tools, processes and operations structure.- Executed the launch of the Kings Virtual Leagues and achieved an average monthly growth rate of 25% in the first year.- Defined the blueprint for subsequent product development, management and improvementKey Responsibilities• Formulation and execution of the product vision in line with the business strategy• Definition of the product department objectives, key results and the measurement of “world-class” products• Provide guidance and leadership to the product managers and owners in the development of a product strategy and breaking work into roadmaps.• Communicate the product vision to all stakeholders – internal and external (where applicable)• Collaborate with Commercial, Customer Experience, Marketing, Developers, Quality Assurance Engineers and Business Analysts to plan and develop product improvements.• Manage the relationship between the business and the product vendors• Develop scalable processes and policies for the optimal performance of the department.• Conduct periodic market intelligence and competitive analysis research to identify areas of change, improvement and opportunity.• Continuously listen for customer feedback in order to identify potential gaps or new product ideas that will improve customer experience and business growth.• Product performance tracking and reporting• Developing a product knowledge and support framework Show less Responsible for driving business communication through internal and external channels in order to achieve business goals which include but are not restricted to brand equity, customer acquisition (agent and online user), customer retention and value extraction.Key Responsibilities• Brand Management: Liaising with executive team to define corporate identity and subsequent management• Initiate and conduct campaigns across all approved channels• Design and produce or conduct the design and production of all communication content and materials• Produce marketing and promotional materials• Search engine optimization• Marketing report and analysis (Weekly and Monthly)• Creating content for the website from banners to information about the brand. Pages will also be optimized for search• Oversee content and website elements for desktop and mobile• Co-ordinate and optimize digital ads through strategic channels• Monitor and manage all digital and social media engagement. This includes social listens, trend alerts, etc.• Developing internal communications for circulation within the business and driving engagement that impacts the brand positively• Conduct Public relations activities and HOD serves as spokesperson for the brand where necessary.• Oversee email marketing through segmentation, content generation, tracking and analysis• Oversee the management of affiliate marketing• Provide marketing materials online for re-distribution by agents and affiliates• Conducting customer and market research for better understanding of the market and optimization of activities.• Managing all vendors who provide marketing support; Brand Management / Creative agency, Public relations, Media Buying, Digital Buying, Social Media, etc.• Manage news website: content creation, tracking and analysis• Tracking and reporting all key metrics • Liaise with other departments in line with marketing activities Show less

  • Head of Product Marketing

    Jun 2021 - Aug 2021

  • [Interim] Head of Marketing

    Jan 2020 - Aug 2021

  • Head Of Products

    Jan 2019 - Jun 2021

  • Head of Marketing & Customer Experience

    Nov 2017 - Dec 2018
• 

  Growe

  Sept 2021 - Mar 2023

  Responsible for the Nigeria business P&L with the main focus on relaunching and scaling. Completed restructuring of operations in line with overall corporate visionDeveloped strategy for growth despite product limitationsLaunched new payment initiative that saved the business millions of dollars in business costsLaunched new payment channels - reaching an approval ratio of +90%Reduced cost per acquisition by 47% in between quarters Grew sports monthly active users by 250% within 2 quarters and casino active users by 130%Took advantage of the 2022 world cup & Signed up new brand ambassador aimed at boosting brand image - achieved near 5 million impressions in the first few weeks of unveil. Recorded 43% growth in deposits and 100%+ growth in GGR following brand activationIntroduced permanent promotions on sports to improve customer experience. Show less Responsible for the development and implementation of the Company’s business marketing strategy and marketing plan in the Africa region - Nigeria, Tanzania, Ghana. Areas of focus included (but was not limited to) brand management, communications, social media, CRM, affiliate marketing, digital media buy, research and development, customer experience and product development. Developed performance marketing and brand entry strategy within the first month of engagementMapped out marketing road map including customer support and product expectations - the result was a fully articulated and documented product requirement document - broken down by features and indicating expected impact on key business metricsSpearheaded 2021 migration of product and business structure in GhanaWorked with product and technology team to migrate product from previous provider to proprietary platform - this involved building product from scratch - providing insights based on research, prioritizing features, recommending roadmap based on business plans, documenting BRDsOverseeing product Go-To-Market planning and executionsPivoted local sponsorship with Mbeya City football club of the Tanzania Premier league. Sports turnover doubled in the first month of launchPiloted onboarding of new brand ambassador in TanzaniaPost-product migration in May 2022, achieved average monthly growth of 200+% in the first 3 monthsScaled marketing acquisition activities through reduction of CPA by 47% Show less

  • Head of Business Parimatch NG

    Oct 2022 - Mar 2023

  • Marketing Director, Parimatch Africa

    Sept 2021 - Sept 2022
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  Paradym

  May 2024 - now

  Head of Products