Safaricom Chief Customer Officer Sylvia Mulige could be one of the senior Safaricom staffers targeted for a sack if recent moves by CEO Peter Ndegwa are anything to go by.
Days after Business Times reported that some senior staffers could be out to sabotage the CEO Peter Ndegwa, the man at the helm has created a new post that will strip Ms Mulinge of her roles.
Mr Ndegwa has created the post of Director for Customer Obsession and appointed Lucille Aveva into it.
The Director of Customer Obsession will perform roles that were previously performed by Chief Customer Officer, reporting directly to the CEO.
In this case, the post of Chief Customer Officer could be just ceremonial or declared redundant, which in turn will render Ms Mulinge jobless.
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.said Mr Ndegwa in a letter to staffers.
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.added Ndegwa.
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 identifiedhe said.
She joins Safaricom from Eselle Group Consulting Company, which she founded and has led since 2016.
Aveva previously worked for 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.
Three years ago, Mulinge was appointed Vodacom MD in Tanzania but was denied a work permit by the Magufuli government on grounds that there are Tanzanians who could do the job.
Vodacom appointed a new Managing Director in her place, Hisham Hendi, after several months of stalemate with the Tanzanian government.
It was rumoured that Mulinge had not satisfied all the requirements for a work permit from Tanzania following several cases of graft allegations.