Workout
GRACE CHAUTA
Blantyre,Malawi
Summary
21 years of experience in Relationship Building and Key Account Management, Marketing Management, Business development, sales development, vendor sourcing and contracts management, project management and customer service development in the banking, telecommunication, transport, and logistics industries. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
18
18
years of professional experience
1
1
Language
Work History
Country Manager
FedEx Express
11.2016
- Successfully organized the set-up of Malawi FedEx Office after franchise operations in 2016 for FedEx to be a direct serve operation in Malawi
- Migrated all franchise owned customers to be part of the new FedEx operations and increased company visibility through creation of customer self-service tools
- Launched customer automation, allowing customers to prepare airwaybills online without use of manual paperwork
- Launched DWS- A system for collection booking which shows how many pickups have been booked, collected, or missed per day to improve customer experience
- Automated billing system and the dunning process to allow customers have access to invoices online anytime without having a manual invoice delivered to them to expedite payment processes and reduce debt
- Implemented dollarized billing in 2024 to manage unstable currency fluctuations to avert exchange rate losses
- Increased customer based from142 customers to 2901 customers in three years through multiple campaigns and rigorous opportunity pipeline management
- Increases Key accounts revenue by 74% through personalized relationships with all top 20 customers
- Increased monthly billing from $33,128 per month to $119,600 per month after 13 months of FedEx Malawi becoming a direct serve country
- Onboarded all vendors with compliant contract as per United States and Malawi procurement regulations
- Successfully passed all regulatory audits resulting in automatic renewal of operating licenses.
Head of High Value, Postpaid Collections and KYC
Airtel PLC
01.2014 - 11.2016
- Launched Ding to allow purchase of airtime online- first of its kind in Malawi
- Reduced high value churn by 11% in six month and reduced HV Base by 23% within a year
- Introduced Zodiak/Airtel 6pm radio program for customers to phone in for any queries or inquires
- Led the service camps to service high end customers at the doorstep and used it as revenue generating and customer recruitment platform
- Introduced premier engagement incentives and rolled out premier suite in all Airtel shops
- Launched and managed all premier suites across the country with dedicated premier agents to service the high-end customers
- Involved in Call Centre vendor contract negotiations and set up a dedicated high value customer call centre line
- Launched Zulekha, City Mall, Head Office shops and managed all premier agents in shops and call centres
- Launched high value competitions such as “See you in Brazil”, Samsung Phone Launches to increase revenue and reduce churn.
Commercial Manager
DHL International
09.2008 - 12.2013
- Led entire commercial department- sales, customer service and marketing for the entire tenure
- Developed business through acquisitions and customer retention and increased revenue year on year
- Screened potential business and opportunities pipeline management and key accounts management
- Won management of Airtel warehouses contract which was billing Euro 35,000 per month
- Management of customer queries, complaints and ensuring closure of these cases with 72hrs
- Developed commercial policies, procedures and processes to ensure service delivery consistency
- Maintained an exceptional service standard were achieved or exceeded service delivery target of 95% every month
- Managed of third-party vendors to ensure compliance and increased compliance score to 98%.
Sales and Marketing Manager
ANYPOL- Go Africa Online
09.2005 - 09.2008
- Launched online directory in Malawi in 2005
- Sold 90% of the advertising space in the telephone directory
- Led a team of all sales executives and Lilongwe operations teams
- Negotiated all agreements for online and manual directories.
Customer Consultant
Standard Bank PLC
01.1999 - 09.2003
- Opening and closing of bank accounts
- Attending to branch phone and letter complaints
- Balance inquiry management
- Issuance of check books and other bank stationary
- Clearance of check at the Reserve Bank
- Management of the inquiries section at Capital City branch.
Education
Masters - Business Administration
Eastern and Southern African Management Institute ( ESAMI)
Arusha, TanzaniaBachelors - Marketing Management
Edinburgh Napier University
Scotland, UKPostgraduate Diploma - Marketing
Kaplan Business School
Manchester, United Kingdom 04.2001 -
Advanced Diploma in Marketing - Marketing
Kaplan Business School
Manchester, UK 04.2001 -
Skills
Collaboration
Awardsrecognitionsvolunteerwork
- Bravo Zulu 2017
- Purple Promise award 2019
References
- Ms. Gladys Simonda, Operations Director, FedEx Express Limited, +260966761837/+260967855515, gladys.simonda@fedex.com, Plot 1321, Enock Kavu Road, Rhodepark, Lusaka, Zambia
- Mrs. Sibusiso Twea Nyasulu, Customer Experience Director, Airtel PLC, +265999989091, Sibusiso.nyasulu@mw.airtel.com, Airtel House, P O Box 57, Lilongwe, Malawi
- Mr. Malango Mlanjira, Country Director, ESAMI, +265991278800/+2651770258, emlanjira@esami.org, Development house, City Centre, Lilongwe, Malawi
- Ms. Hanna Munlo, Director of Administration, Nurses Council of Malawi, +265995748222, hanna.munlo@nmcm.org.mw, Lilongwe, Malawi
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of 14 members in the development of an e-directory.
- Supervised team of 46 staff members at FedEx and 82 at Airtel PLC.
Affiliations
Charted Institute of Marketing- UK
Institute of Marketers in Malawi
Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Company CultureCareer advancementTeam Building / Company RetreatsFlexible work hoursPersonal development programsInterests
Reading
Timeline
Country Manager
FedEx Express
11.2016
Head of High Value, Postpaid Collections and KYC
Airtel PLC
01.2014 - 11.2016
Commercial Manager
DHL International
09.2008 - 12.2013
Sales and Marketing Manager
ANYPOL- Go Africa Online
09.2005 - 09.2008
Postgraduate Diploma - Marketing
Kaplan Business School
04.2001 -
Advanced Diploma in Marketing - Marketing
Kaplan Business School
04.2001 -
Customer Consultant
Standard Bank PLC
01.1999 - 09.2003
Masters - Business Administration
Eastern and Southern African Management Institute ( ESAMI)
Bachelors - Marketing Management
Edinburgh Napier University
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