Diana Mjojo

Experience

• 

  Google

  Feb 2012 - Dec 2012

  Associate Product Marketing Manager

  Focused on workshops and activations to grow Google+ adoption in South Africa

• 

  MediaVision

  Oct 2013 - Oct 2014

  Assistant Head of Social Media

  Led a team of digital executives on social media strategy and experimentation for the agency clients. I directly focused on the largest clients social media management.

• 

  The King James Group

  Oct 2014 - Aug 2016

  • Influencer Strategist

    Mar 2015 - Aug 2016

  • Account Manager

    Oct 2014 - Mar 2015
• 

  OLX Group

  Sept 2016 - Jan 2019

  • Develop regional strategy for a global platform relaunch.• Win a Bronze Loerie at the 2018 Loeries Awards.• Create a customer support communications strategy.

  • Communications Manager Sub-Saharan Africa

    Aug 2017 - Jan 2019

  • Social Media Manager

    Sept 2016 - Jul 2017
• 

  Uber

  Feb 2019 - Jul 2024

  • Manage an annual program budget focused on churn prevention inEMEA.• Increase customer satisfaction by 21% for top user pain point through cross-functional initiatives.• Develop a differentiated support strategy for high-value customers.• Establish comprehensive governance with senior stakeholders.• Centralize processes to reduce agent handle time and escalations. • Engage Microsoft and Meta in Uber's Women In Tech event.• Revitalize EMEA's well-being and disabilities employee resource group.• Develop inclusive training materials in collaboration with EMEA HR.• Manage volunteer team and partner with senior business leaders. • Define support strategy for UberGo, driving growth to 50% of trips without increase in support issues.• Improve operational efficiency by streamlining processes.• Reduce document rejection rate by 19% in East African markets.• Oversee daily customer support operations in Sub-Saharan African markets.• Manage databases and knowledge bases. Lead safety support operations in Sub-Saharan Africa.• Conduct interviews to understand safety needs, informing productpriorities.• Enhance processes to minimize regulatory, legal, and media risks.• Streamline Covid financial assistance claims process.

  • Senior Program Manager | Customer Experience EMEA, Uber Eats

    Jul 2022 - Jul 2024

  • Equality, Diversity and Inclusion Lead, EMEA

    Jun 2019 - Sept 2022

  • Senior Regional Community Operations Manager, Sub-Saharan Africa

    Aug 2020 - Aug 2022

  • Safety Community Operations Manager, Sub-Saharan Africa

    Feb 2019 - Jul 2020
• 

  Stolt-Nielsen Limited

  Jan 2025 - now

  Project Management Officer