Senior Customer Success and Growth Architect
Resume:
JANE MUNEE KIVILA
Customer Service, Marketing & Business Development Professional
Email: ***********@*****.*** Phone: +254-***-***-***
Professional Summary
Customer Service, Marketing & Business Development Professional With 15+ Years Of Experience building client relationship & account management, Driving Revenue Growth, Expanding Market Share, and Strengthening Brand Visibility Across East Africa. Skilled In Strategic Planning, Supporting Senior Management In Operational Administrative,Digital Marketing, Customer Engagement, B2B Sales, Product Launches, Competitive Market Analysis. Proven Ability To Lead Cross-Functional Teams.
Core Competencies
Customer Relationship Management, Business Development, Office Operations & Administrative Coordination, Internal & External Communication Coordination, Staff Contact Database Management,Report Preparation, Sales Strategy, Digital Marketing, Brand Management, Market Research, Product Launch, Team Leadership, Budgeting, Negotiation, Project Coordination, Customer Loyalty Programs, B2B Sales, Market Expansion
Professional Experience
Business Development Manager (KIGALI) – Twyford Rwanda (Martin Hardware Ltd)
Nov 2023 – Oct 2025
Identified and pursued new business opportunities to drive revenue growth and market expansion.
Led market and competitive tender analysis to inform pricing strategies, negotiations and improve win rates in competitive bids to close deals.
Spearheaded integrated marketing campaigns across radio, TV, and social media platforms to support brand growth and revenue objectives, which led the company to achieve a 10% growth in market share.
Improved sales & Marketing performance by setting targets, monitoring pipelines, and tracking KPIs.
Drove an 8% increase in sales revenue by designing and implementing incentive-based programs that motivated distributors and sales teams.
Led the introduction of new product lines, including door locks, bathtubs, and laminated plywood, to drive revenue growth and market expansion.
Led a team of more than 40+ in Marketing, Sales personnel &Procurement department.
Regional Marketing Manager (KENYA) – Keda Ceramics Co.Ltd (TWYFORD) / Sunda International
Mar 2022 – Oct 2023
Led market entry, expansion, and growth initiatives across assigned territories in the country.
Developed and executed regional marketing strategies aligned with global and corporate objectives.
Managed nationwide brand visibility and showroom roll-out projects, increasing market penetration.
Analyzed regional market trends, customer insights, and competitor activity to inform strategy.
Partnered closely with sales, business development, distributors, and country managers to support revenue growth.
Implemented SEO and digital strategies, driving higher online engagement.
Oversaw a national tiler loyalty program, enhancing customer retention and engagement.
Tracked campaign performance using KPIs, dashboards, and reports; optimize based on insights.
Coordinated regional events, trade shows, and industry activation's.
Led a team of 60+ marketing and sales personnel to execute campaigns and initiatives.
Achieved a 90% customer satisfaction rating through improved service and marketing execution.
Assistant Marketing Manager – Keda Ceramics Co. Ltd (TWYFORD) / Sunda International
Jun 2020 – Feb 2022
Executed monthly marketing plans and regional campaigns to strengthen brand visibility and prepared marketing reports and analyzed data to support decision-making.
Assisted in planning and implementing brand awareness, product launches, and promotional activities.
Coordinated with sales, design, agencies, and external vendors to ensure timely delivery of marketing materials.
Tracked campaign performance, Support budget planning, monitor marketing spend, and ensure cost-effective execution.
Helped manage customer engagement initiatives, loyalty programs, and CRM activities.
Managed marketing team and internship pipeline, developing high-performing talent.
Conducted market surveys, customer analysis and competitor bench-marking analysis to inform marketing strategies.
Awarded Employee of the Year (2021) for outstanding performance and contributions.
Customer Care Supervisor – Keda Ceramics Co. Ltd (TWYFORD) / Sunda International
Dec 2016 – May 2020
Managed regional orders and export logistics for Rwanda, Burundi, Congo, and South Sudan.
Managed daily customer service operations, ensuring timely resolution of client issues.
Generated customer service reports and provide insights for management review.
Trained, coach new staff on customer service, sales processes, and product knowledge to improve skills and service quality.
Achieved 110% of export sales target (2018).
Earlier Experience
•Senior Customer Care – Sunda International (May 2013–November 2016)
•Sales Admin & Customer Care – Top Down Trading Ltd, UK (April 2009–Dec 2012)
•Imports/Exports Clerk – Steel Structures Ltd (October 2007– July 2008)
•Assistant Imports Secretary – Pwani Oil Products Ltd (April 2006–August 2007)
Certifications & Awards
•Outstanding Trainer – Sunda International (2022)
•Employee of the Year – Sunda International (2021)
•Dubai Big 5 Exhibition Participant - Sunda International (2018)
•Customer Service Training – Sunda International (2018)
•Most advanced Employee - Sunda International ( 2015)
•ESOL International Certificate English (Spoken & written)– City & Guilds London Institute (2013)
•Money Management Skills Certificate- Top Down Trading Co. Ltd, London, UK (2011)
•In-house Customer Service Skills Training Certificate- Pwani Oil Products ltd (2007)
REFEREES
CATHERINE TWINOMUGISHA
General Manager
TWYFORD RWANDA- MARTIN HARDWARE LTD
******.***@*****.***
CHRISTINE ASEKA
Overseas Marketing Manager
KEDA CERAMICS CO. LTD (TWYFORD)
**************@***********.***
BERYL ATEMO
Human Resource Business Partner- Manager
SUNDA INTERNATIONAL LTD
**********@*****.***
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