Thato Refilwe Karing'u

• Leading sales generation efforts through an agent army, drive the marketing of our enterprise and corporate products, and champion the growth of all other Mukuru products. Play a pivotal role in managing marketing collateral in-country, boosting brand awareness, and increasing transaction volumes for our diverse product offerings.
  
  Identifying and exploring new opportunities for business expansion and customer acquisition within assigned region.
  
  Monitoring and analyzing sales data to track progress towards targets and identifying areas for improvement.
  Customer Engagement
  •
  Understanding customer needs and providing tailored solutions using our range of products and services.
  •
  Conducting product demonstrations and presentations to educate customers and generating interest via various types of sales activity initiatives.
  •
  Addressing customer inquiries and resolving any issues promptly and effectively.
  Sales Team Support & Leadership
  •
  Supervising and mentoring a team of sales agents and supervisors, providing guidance, training, and support.
  •
  Developing fit-for-purpose incentive plans to keep agents performing.
  •
  Conducting regular team meetings to review performance, sharing updates, and discussing strategies.
  •
  Motivating and empowering team members to achieve their sales targets and personal development goals.
  •
  Collaborating with HR to address any personnel issues and ensuring a positive working environment.
  Agent Recruitment & Onboarding
  •
  Facilitating the onboarding process for new agents, including training on products, systems, and company policies.
  •
  Providing ongoing coaching and mentorship to new agents to ensure their success in the field.
  •
  Monitoring individual and team performance against established targets and key performance indicators (KPIs).
  •
  Analyzing sales data to identify trends, strengths, and weaknesses within the team.
  Marketing & Promotional Activities
  •
  Collaborating with the marketing team to plan and execute local marketing campaigns and promotions.
  •
  Managing inventory of marketing materials and ensure adequate distribution to sales agents and locations.
  •
  Coordinating local events or workshops to promote our products and generate leads.
  Compliance & Operations
  •
  Regulatory Adherence:
  Ensuring all sales and onboarding practices comply with local financial and data protection laws (e.g., FICA, FIA, and local Central Bank requirements).
  •
  Query Resolution:
  Assisting customers and agents with escalated transaction or account queries to ensure smooth operations

1. HUMAN RESOURCE MANAGEMENT

• Oversee recruitment, onboarding, and management of Human Resources.
• Ensure compliance with Botswana’s labor laws, personal information protection regulations, and other applicable legal requirements.
• Develop and implement HR policies and procedures to support operational efficiency.

2. CUSTOMER RELATIONS MANAGEMENT (CRM)

• Assign and supervise Human Resources to manage relationships with customers and suppliers effectively.
• Ensure consistent and high-quality service delivery to maintain customer satisfaction and foster strong supplier partnerships.

3. MARKETING AND BUSINESS GROWTH

• Develop and execute marketing strategies to drive brand awareness and revenue growth.
• Identify and pursue new business opportunities to expand the company’s market presence.
• Monitor and analyze market trends to align strategies with business objectives.

• Generating sales and meeting sales targets
• Maintaining good relationships with clients
• Budgeting and financial management
• Writing weekly and monthly reports
• Social media marketing content creation and management
• Preparing quotations for clients •
• Manage all marketing strategies and campaigns by working with vendors, insurance agents, sales agents and other marketing team members •
• Support insurance sales and brand awareness goals through events and other marketing initiatives, that foster new relationships and engage already existing members of the target audience groups •
• Test, report on and optimize content marketing campaigns, digital sponsorships, paid media, events and to ensure a positive cost-per lead ratio that drives Marketing Qualified leads •
• Graphics Designing
• Proactively monitor emerging trends within the insurance and marketing industry, fagging relevant reports to managers, as needed •
• Explaining pros and cons of all insurance packages to prospective clients
• Prepare tailored insurance offers for their specific needs
• Track marketing campaigns, events, e-marketing and subscriber lists, and other necessary information in CRM systems •
• Revisiting old clients' policies and checking if they need an update.
• Outlined marketing strategies and developed collateral in close collaboration with product management personnel
• 
  

• Delivered top-tier customer service and support
• Implemented cross-selling and up-selling techniques to drive sales
• Managed CRM databases, ensuring customer retention and satisfaction
• Developed scripts and training programs to enhance service delivery
• Assisted in onboarding new employees by providing training on call center protocols
• Processed customer orders and handled contract approvals and terminations
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Responded to customer requests for products, services, and company information.
• Managed approximately 100 incoming calls, per day from customers

• Managed daily business operations, including financial planning and stock control
• Trained and mentored sales teams to boost performance
• Created and executed marketing strategies to enhance profitability
• Conducted financial forecasting to ensure business stability and growth
• Implemented new inventory management systems to optimize stock levels
• Negotiated supplier contracts, reducing operational costs
• Developed and arranged promotional material and in-store displays
• Ensured compliance with health and safety regulations
• Responded to customer complaints and concerns professionally
• Implemented operational strategies and effectively built customer and employee loyalty.

• Develop a growth strategy focused both on financial gain and customer satisfaction through meeting sales and marketing targets
• Responsible for product development, brand positioning, client relationship
• Oversee and manage a human resources performance appraisal system that drives high performance for subordinates
• Implementing new sales plans and advertising.
• Provided administrative support to management, resulting in improved efficiency in daily operations
• Managed daily operations such as cashiering, stocking, and merchandising to ensure smooth store operations
• Developed strong relationships with vendors and suppliers to ensure timely deliveries and accurate inventory data.
• Oversaw facility maintenance activities, scheduling repairs as needed to keep equipment operating at peak efficiency.
• Controlled inventory transactions to reconcile ordering processes with demand forecasts.
• Managed more than 6 vendor or suppliers relationships

• Promoting the company's existing brands and introducing new products to the market
• Analyzed sales and marketing data for improved strategies.
• Conducted market research to identify new business opportunities and stay ahead of industry trends.
• Improved brand visibility with well-executed promotional campaigns and engaging social media content.
• Analyzing budgets, preparing annual budget plans, scheduling expenditures, and ensuring that the sales team meets their quotas and goals
• Researching and developing marketing opportunities and plans, understanding consumer requirements, identifying market trends, and suggesting system improvements to achieve the company's marketing goals
• Recruiting, training, scheduling, coaching, and managing marketing and sales teams to meet sales and marketing human resource objectives
• Maintaining relationships with important clients by making regular visits, understanding their needs, and anticipating new marketing opportunities
• Developed a comprehensive marketing strategy that increased brand awareness and drove sales
• Established and maintained relationships with key clients, resulting in increased customer loyalty