Sylvia Mulinge’s Job: Leading telecommunications firm has appointed Sylvia Mulinge to the newly created position of Chief Customer Officer (CCO).

This appointment was made as Safaricom chief executive officer Bob Collymore made key changes to the Safaricom top executive team.

In her new position, Ms. Mulinge  will manage all aspects of Safaricom customer engagements and will oversee five business units. “Sylvia will be responsible for leading Safaricom’s customer obsession and will be in charge of consumer business, sales operations, customer care service, brand marketing & experience, digital and market development,” said Mr Collymore.

The appointment came hours after Safaricom announced a half year net profit of Sh. 31.5 billion. Apart from Ms. Mulinge’s appointment, Charles Wanjohi was confirmed as the director of the consumer business unit. This was the position that Ms. Mulinge held until she was appointed the managing director of Tanzania’s Vodacom. Her appointment, though, was never realized after the Tanzanian authorities denied her a work permit.

Mr. Collymore also created the role of Chief Business Development Officer to take charge of innovation and ensure that the Safaricom continues searching for new ways to do business. Mr. Collymore said that this new role will comprise of strategy and innovation, regional expansion and knowledge management including research and insights and big data.

According to Mr Collymore, the new managerial changes are expected to support the strategic pillars of putting customers first, as was launched three years ago. “In line with our strategy that guides us to deliver on our purpose, performance ambition and realities of our current and future operating environments, it has become necessary re-organise how we work to create a sharper focus on our customer and align teams strategically to drive better execution,” he said.

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