Lorraine Mlenga

- Champion the formulation and implementation of group strategy, aligning business objectives with digital transformation initiatives. - Spearhead the data and digital journey, enhancing operational efficiency and customer engagement. - Oversight of the marketing function, ensuring brand consistency with the business strategy.

Set up an entirely new Customer Experience department to be incorporated as part of the Group Marketing function. - Centralised customer contact points including Call Centre and social media platforms to provide a consistent and seamless service to customers across the Group - Enhanced customer experience activities resulted in a 12% improvement in the Group's customer satisfaction index.

NICO Holdings is a leading financial services organization with interests in general and life insurance, pension administration, banking, asset managers, properties and information technology. Key Achievements: • The role was created at the corporate office to replicate the successful brand transformation strategy implemented at NBS Bank to the NICO corporate brand and to filter this to the other subsidiaries within the NICO group of companies. • Set up a Group Marketing and Customer Experience department to provide centralized services to the subsidiary companies. Centralization of marketing procurement across the Group resulted in 45% savings on the marketing budget. •Part of a team that developed a group synergies model as a key strategy for business development and client retention.

A subsidiary of NICO Holdings, NBS Bank is a fully-fledged commercial bank providing a wide range of financial services to individuals, SMEs, large corporations and public institutions. Key Achievements: • Championed the brand transformation of the Bank by facilitating synergistic implementation of the business, marketing and people strategies. • Revived and re-positioned the NBS brand in the market, which contributed to an increase in market share from 6% in 2017 to 12% in 2018. • Implemented segmented marketing tactics that contributed to growth in deposits of 58% between August 2017 and December 2018.

ABC offers brand development, advertising, media management and PR services. Client industries include telecommunications, banking and finance and Government institutions Key Achievements: - Leadership and general management of the business - Won competitive contracts to be “Agency of Choice” for several Malawian companies, mainly in the telecommunications and financial services sectors. - Successfully launched and managed ABC, overseeing a team of 15 and grew the business from 1 client in 2010 to 8 contract clients in 2016. - Contracted as “Lead Commercial Consultant” for Rubiem Technologies (Zimbabwe) and led commercial teams on projects in Zimbabwe, South Sudan and Namibia.

Responsibilities: - Developing and implementing value adding Communication Strategies for MTL products and services. - Developing and executing MTL’s media strategy across all media channels. - Leading and monitoring of MTL’s brand guidelines and key messages. - Setting, monitoring and forecasting MTL’s communication budget. Key Achievements - Led the transformation of the MTL brand, which resulted in positive brand perceptions among targeted audiences. - Developed appropriate market segmentation and categorisation of products and services, which in turn led to sales efficiency. - Led the organisation-wide, participatory development of MTL’s current brand guidelines.

- Setting up and managing the strategic planning function. - Developing marketing and communications strategies for key clients, which included: Barclays Bank, NetOne & Firstel, Aon, Unilever, Innscor.. - Managing the activities of the department to ensure fulfilment of the department’s overall mandate to develop brand expressions that are profitable to both the client and the agency. - Sourcing and interpreting relevant market information to units within the agency to ensure relevant agency output. - Managing the unit to deliver effective management of risk, ensure cost containment and development of subordinate skills and competencies. Key Achievements: - Turned the Strategic Planning department into a profitable unit and developed a new billing system that ensured a consistent flow of income for the agency and enabled clients to effectively and efficiently budget for marketing and communications activities. - Generated business from 6 new clients, which resulted in the minimisation of the risk that results from the loss a major client. - Ensured that 85% of the agency’s clients were among the top 5 brands in their respective categories.

Key Responsibilities - Forming partnerships and developing networks to assist in implementing the BOOST program in Zimbabwe. - Positioning the organization for expansion and providing flexibility to extend products and services to include income-generating projects and activities. - Producing relevant marketing and communications material including brochures, banners, newsletters and media campaigns, designed to create awareness of and support for the organisation and its activities. - Compiling quarterly and annual reports on the progress of the Program for submission to donors and other stakeholders. Key Achievements: - Facilitated partnerships between BOOST and other local and international institutions that enabled BOOST to spread its program to a wider audience while at the same time generating income. - Program development and re-positioning that resulted in funding from Rockefeller Foundation, Kellogg Foundation and Coca Cola. - Mobilised local corporate support for the program. This was necessitated by the withdrawal of major donors from Zimbabwe.