Peter Maina

Experience

• 

  Chezaent LTD

  Jun 2021 - Jan 2023

  Head of marketing and customer experience

  Job Title: Head of Marketing and Customer ExperienceCompany: Cheza Entertainment LtdLocation: Nairobi, KenyaDuration: July 2021 - January 2022As the Head of Marketing and Customer Experience at Cheza Entertainment Ltd, I was responsible for developing and implementing marketing strategies and campaigns to drive brand awareness and customer acquisition. My role involved conducting market research and analyzing customer data to identify trends and preferences, and using insights to optimize product offerings and customer experience.I led a team of five marketing and customer service staff, providing coaching and guidance to improve team performance and achieve KPIs. Collaboration with cross-functional teams, including sales, product, and design, to launch new products and features that met customer needs and preferences was a crucial part of my role.I oversaw customer support operations, ensuring high-quality and timely responses to customer inquiries and complaints. Additionally, I designed and implemented customer loyalty and retention programs, resulting in a 30% decrease in churn rate.Maintaining relationships with key stakeholders, including media partners, influencers, and vendors, was also a key part of my role. I managed the marketing budget, allocated resources effectively, and tracked expenses to ensure ROI.Overall, my role as Head of Marketing and Customer Experience at Cheza Entertainment Ltd was to drive growth and success through effective marketing and customer experience strategies. Show less

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  Family Bank Ltd

  Jan 2023 - now

  As a Digital Channels Officer at Family Bank Ltd, Kikuyu branch, I am responsible for enhancing the Bank's digital channels to ensure seamless customer experience. My role involves developing and implementing digital strategies to improve the Bank's overall customer experience, monitoring the Bank's digital channels to ensure they are functioning correctly and efficiently, and ensuring that all digital channels are up to date with current information, including product offerings, promotions, and customer communications.I analyze data from digital channels to identify customer behavior trends and make recommendations to improve the Bank's digital services. Additionally, I create and manage content for the Bank's digital channels, including social media, email marketing, and the Bank's website.Collaboration with other departments to ensure that digital initiatives are aligned with the Bank's overall strategy is also a key responsibility in my role. I also monitor and respond to customer inquiries and complaints on the Bank's digital channels promptly and professionally, and work closely with the IT department to ensure that the Bank's digital channels are secure and comply with all regulatory requirements.Providing training and support to Bank staff on the use of digital channels and staying up to date with industry trends and best practices in digital banking is also part of my job. Overall, I am dedicated to delivering high-quality service to our customers through digital channels and contributing to the growth and success of Family Bank Ltd. Show less

  • Senior Digital Channels Officer

    Jul 2024 - now

  • Digital channel officer

    Jan 2023 - Jul 2024

  • Digital channels officer

    Jan 2023 - Jul 2024