Chinelo Ngene

Chinelo Ngene https://www.linkedin.com/in/chinelo-ngene/ PROFESSIONAL SUMMARY Results-driven professional with over 14 years of experience in customer onboarding and marketing/brand communications. Proven track record as a Customer Onboarding Specialist in the fintech industry, excelling in client integration, training, support, and handling escalations to ensure smooth transitions and high customer satisfaction. Experienced Marketing/Brand Communications Manager with expertise in developing and executing comprehensive marketing strategies, enhancing brand visibility, and driving engagement across multiple channels. Adept at leveraging strong interpersonal and analytical skills to foster client relationships, optimize processes, and deliver impactful marketing campaigns. WORK EXPERIENCE CUSTOMER SUCCESS MANAGERJanuary 2025 -- Present Mission Inbox • Chicago (Remote) • Developed and executed scalable customer success strategies to improve customer retention, satisfaction, and overall lifetime value across SaaS and service-based accounts. • Managed end-to-end onboarding processes for new clients, reducing time-to-value and accelerating product adoption. • Drove account renewals and expansion opportunities by aligning customer goals with product capabilities, leading to increased upsell revenue and long-term contract extensions. • Monitored customer health scores and usage analytics to identify churn risks and proactively implemented engagement plans, resulting in a 25% improvement in retention. MANAGER, CLIENT SUCCESS & OPERATIONSSep 2023 – Dec 2024 Agencia Gutiérrez & Socios • San Francisco (Remote) • Client Relations Management: Led relationship strategies, increasing client satisfaction by 25% through proactive communication and issue resolution. • Operational Leadership: Managed a team of 20, improving service efficiency by 30% and overseeing client onboarding, service delivery, and account management. • Strategic Growth Initiatives: Expanded client relationships, achieving 15% growth in upsells and new services. GROUP HEAD; CUSTOMER SERVICE, MARKETING & PRODUCT MANAGEMENT Nov 2017 – March 2025 Page Financials • Lagos, Nigeria Customer Success & Service Excellence • Led a 20-member customer service team, achieving a 95% customer satisfaction rate and improving client retention by 30% year-over-year. • Designed and implemented a client onboarding program, reducing churn by 15% within the first six months of launch. • Automated customer service workflows, reducing average response times by 40% and handling 30% more inquiries without increasing headcount. Marketing Strategy & Execution • Directed marketing campaigns that increased brand visibility by 35% and contributed to a 20% rise in customer acquisition. • Launched 3+ successful products, driving $2M+ in additional annual revenue. • Conducted targeted market research, improving campaign ROI by 25% through personalized content strategies. HEAD, MARKETING AND BRAND COMMUNICATIONSJun 2016 - Nov 2017 Total Health Trust Limited – A Member Of Liberty Group • Lagos, Nigeria • Developed strategic Communication and Branding Strategies, resulting in a 25% increase in brand recognition. • Redesigned website, increasing new website visits by 40% and inbound leads. • Conducted ongoing evaluation of marketing KPIs, achieving a 15% increase in marketing effectiveness. HEAD OF MARKETING & COMMUNICATIONSApr 2015 - May 2016 Mahindra Comviva, Zoto • Lagos, Nigeria • Managed 6-figure budgets that generated revenue and growth throughout all major social channels including Facebook, Twitter and Instagram. • Redesigned outdated Zoto mobile app leading to over 100% increase in app downloads. • Organized and implemented organic and paid marketing campaigns that generated over 200k active app users consistently over a 6-month period. HEAD OF MARKETING & PUBLIC RELATIONSNov 2013 - Apr 2015 Jovago.Com (Jumia) • Lagos, Nigeria • Amplified social media presence by over 100%, enhancing engagement and brand visibility. • Orchestrated partnerships and events, resulting in a 50% booking surge. • Led development and execution of local marketing strategy, enhancing market penetration. ONLINE CONTENT SUPERVISORFeb 2012 - Oct 2013 Wakanow.Com • Lagos, Nigeria • Managed projects end-to-end, demonstrating strong leadership skills and attention to detail. • Generated targeted advertising on the website, driving increased local engagement through advertising agencies. • Created and distributed both internal and external company communications effectively. • Independently managed dynamic social media presence across platforms, fostering broader brand engagement. Staff Writer/Digital Media ManagerOct 2009 - Feb 2012 TW Magazine • Lagos, Nigeria • Managed online presence, delivering concise and informative content. • Drove subscription growth through effective campaigns. • Established official company presence on social platforms, facilitating customer engagement. • Conducted news coverage, interviews, and authored engaging articles and reports. • Sourced current happenings online for magazine content, showcasing research and content curation skills EDUCATION Google Adwords Certification2016 - Present Google Academy Mobile Advertising Certification2016 - Present Google Academy CAM Diploma in Public Relations2015 - Present Chartered Institute of Public Relations • United Kingdom Certificate in Marketing the Hospitality Brand through New Media: Social, Mobile & Search Sep 2013 - Oct 2013 Cornell University • Ithaca, New York, United States MSc in Corporate Communication & Public AffairsSep 2013 - Jul 2016 The Robert Gordon University • Aberdeen, United Kingdom Certificate in Foundations of Business StrategyJul 2013 - Aug 2013 University of Virginia - Darden Graduate School of Business Administration • Virginia, United States BA in Mass CommunicationMar 2004 - Oct 2007 Abia State University • Uturu, Nigeria SKILLS • Growth HackingAdvertising • Brand ManagementE-Commerce Set-up • Integrated Marketing CommunicationCampaign Planning & Execution • Public & Media RelationsProduct Development • Market Penetration and RetentionAgency Relations and Management • Budgeting and Resource AllocationDigital Marketing • SEOWebsite Management • Content MarketingBusiness Development • Customer ServiceProject Management • User Acceptance Testing VOLUNTEER WORK Media Partnerships and Conference CommunicationsFeb 2024 - Present Women in Management and Business and Public Service (WIMBIZ) • Lagos, Nigeria AWARDS AND HONOURS Top 100 Career Women in Nigeria2022