Safaricom has appointed Lucille Aveva as Director, Customer Obsession.
The post which has been created by Chief Executive Officer Peter Ndegwa will see Ms Aveva carry out some of the works that fall under Chief Customer Officer, a post currently held by Sylvia Mulige.
Ms Aveva will also report diretly to the CEO Peter Ndegwa.
The Safaricom Killer Director Sylvia Mulinge has been mentioned in many scandals. A drunk-driving Sylvia killed Mary Etale on the Southern bypass. Mulige has also been accused of ripping off inventors, and she was also mentioned in the electronic fare payments scam where nearly S1 billion was lost.
The paperwork for the electronic fare payment system was never found after the project collapsed. A firm, Fibre Space Limited was issued with a tender without a Request for Proposal ever being floated. Sylvia was then the head of Safaricom Business Unit.
Ms Mulinge has often been describing the CEO as ‘an outsider’, and is believed to have been behind the various schemes to sabotage the CEO.
The rant by COTU leader Francis Atwoli over restructuring at Safaricom is alleged to have been sponsored by her.
The chief editor of this site received the below information.
Dear Colleagues,
In line with our mission to establish a customer-obsessed, digital first organisation by the end of FY22 in order to be a purpose-led Technology Company by 2025. It has become necessary to streamline our efforts towards continuously adding value to the experience of our customer.
It is with this intent that I have created the role of Director – Customer Obsession, who will use various touchpoints and platforms to collect feedback regularly and prioritize customer needs in every business goal with the primary focus of retaining and delighting our customers.
I am therefore pleased to announce the appointment of Lucille Aveva as Director – Customer Obsession. effective 1st May 2021 Reporting to the Chief Executive Officer and joining EXCO. Lucille will be responsible for leading our ongoing Customer Obsession program and coordinating implementation of the various initiatives identified She joins us from Eselle Group Consulting Company. which she founded and has led since 2016.
Lucille brings on-board over 20 years of experience across various roles in the hospitality, banking and telecommunication sectors. Her career begun at Sheraton Tanzania before she joined Barclays Bank in 2001, where she held several leadership roles across Tanzania and Kenya. In 2006, she moved to Celtel as the Customer Service Director and led the company’s customer efforts as it transitioned to Zain, then Airtel.
On leaving the Telecommunications sector in 2013. Lucille joined Regus for a year as Head of Commercial. East and Southern Africa in 2015. she joined Standard Chartered Bank as Head of Strategic Partners and Alliances. Africa. where she was until she founded Eselle Group.
Lucille holds a degree in Hospitality and Hotel Management and an MBA in Telecommunications Management.
Please join me in welcoming Lucille to Safaricom and wishing her all the best in her new role.
Regards,
Peter Ndegwa.
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