Yinka Isioye

• Report directly to the CEO and Board, leading Customer Experience, Brand & Marketing Communications (BMC), Commercial Transformation, Digital Strategy, Product Innovation, Retail Operations, and Strategic Partnerships & Emerging Market roll out. • Developed and executed the LTP 5-Year Marketing Strategy and S&OP framework, aligning commercial and operational growth objectives. • Managed NGN5B+ marketing budgets and P&L, driving NGN24B+ in revenue growth with margins exceeding 40% YoY. • Restructured Marketing around 4 strategic pillars: Acquisition, Retention, VAS, and Brand, while introducing a Marketing Operations framework to optimize campaign ROI and attribution. • Governed CRM, lead generation, and omnichannel acquisition across SEO, ATL/TTL/BTL, telesales, digital, and retail channels. • Led performance marketing and media buying across OOH, Google, LinkedIn, Meta, Instagram, Facebook, and TikTok. • Developed Marketing & Telesales Analytics Dashboards, improving lead-to-conversion performance by 37% YoY. • Aligned Marketing and CVM functions to reduce churn, improve ARPU, and increase LTV using dynamic NBO/NBE strategies. • Led Pricing Strategy and Revenue Growth Management (RGM) initiatives using trade marketing insights. • Directed NGN2.5B+ digital transformation and NPD initiatives across CRM, ERP, mobile apps, analytics, automation, and led an AI support Project. built FiberOne’s Digital Marketplace and Loyalty Management System while securing strategic commercial partnerships, including a USD30M satellite partnership opportunity. • Led GEO (AI SEO), Marketing optimization, promotions, retail expansion, and the rollout of six Experience Centers using a “Serve-to-Sell” framework to drive upsell and cross-sell revenue. • built FOB CJM, launched the Retention, PMO, Analytics units, while leading the Customer Operations and CX strategy for the Network. •Led the CX Ops, while driving Network NPS from -65 to +1 and reduced churn by 30% YoY

• Reported directly to the CFO, CEO, and EXCOM members, leading the annual Medium-Term Planning (MTP) and operational planning processes. Directed cross-functional alignment across core areas (Commercial, Supply Chain, Manufacturing), driving performance optimization and ensuring consistent execution of key initiatives. • Spearheaded digital transformation efforts, integrating AI, machine learning, and advanced data analytics into planning, forecasting, and operational processes. Successfully launched N55B ($3.3M USD) digital transformation to enhance supply chain efficiency and convert legacy data into a data lake for AI initiatives. • Led integrated business planning (S&OP) cycles to align demand forecasting, supply chain, and financial planning, delivering over N75B ($5M USD) in EBIT performance. Drove the adoption of business models leveraging market intelligence, digital transformation, and operational data to gain a competitive edge in the market. • Re-engineered supply chain and procurement processes, reallocating working capital to reduce operational costs. Led optimization initiatives such as Route Optimization, Payload Optimisation, and Warehouse COG contributing to a 20% reduction in CO2 emissions and savings of over N10B ($6.7M USD) annually in distribution costs and sales margins. • Improved forecast accuracy by over 60% within S&OP, delivering 500MMT supplies annually and achieving over N70B ($4.7M USD) EBIT performance. • Collaborated with the CFO to drive operational risk forecasting, saving over N10B ($6.7M USD) annually. Developed and managed strategic partnerships and executed high-impact projects such as the N120B ($80M USD) truck acquisition financing models and Teaming up with logistics teams for operational enhancements.

• Reporting & End-to-End Logistics Leadership: Reported to the Head of Customer Service, Lafarge Africa (Nigeria and South Africa), overseeing the end-to-end logistics order fulfillment process, from payment, ordering, and scheduling to shipping, driving operational excellence and customer satisfaction. • Led a high-performing team of 3 managers and over 20 order processing and delivery monitoring personnel across the country, ensuring seamless execution of logistics operations. • Spearheaded the re-engineering of logistics processes through data-driven decision-making, leveraging advanced analytics, AI, and automation to optimize efficiency, accuracy, and service delivery. • Implemented SOPs and re-engineered workflows using Lean and Six Sigma methodologies, significantly reducing errors, improving order accuracy, and streamlining logistics operations. • Successfully processed over N240 Billion Naira ($160,000 USD) in payments annually while managing order backlogs and preventing price erosion through strategic planning. • Designed and implemented the OTIF (On-Time In Full), OTO (On-Time Ordering), OTL (On-Time Loading), and OTS (On-Time Shipping) framework, improving market supply and truck turnaround times by 15%, resulting in distribution cost savings of 3 Billion Naira ($2 Million USD) YoY. • Led the Centralised Scheduling Project across Nigeria, transitioning scheduling from regional to a centralised E-system, improving OTD performance and achieving savings of over N500 Million Naira ($334,000 USD) within 6 months while reducing operational fraud. • Developed the first OTD Dashboard using big data and analytics, providing logistics, commercial, and industrial teams with real-time visibility through the LOGIC (Logistics Intelligence Center). • Played a key role in the development of ClickIT, the first customer-facing/management app in the cement sector, which won the West Africa Innovation Awards in the Cement sector category.

• Managed the consumer operations and service delivery for AshakaCEM across the North Region, covering over 12 states in Nigeria, ensuring seamless execution and enhanced service standards. • Partnered with the CEO on regional market visits to engage with key partners and customers, gathering competitive insights and defending market share in North East Nigeria, ensuring sustained growth and customer loyalty. • Spearheaded the redesign and integration of customer service operations, uniting Logistics, Commercial, and Industrial teams to create a streamlined, end-to-end customer journey that enhanced satisfaction and operational efficiency. • Implemented Lean, Six Sigma methodologies, and process automation to eliminate inefficiencies, increase service delivery levels, and boost team productivity across all customer service touchpoints. • Introduced the first Voice of the Customer (VOC) framework to the region, later adopted nationwide, driving the region's NPS score from negative to +50, the highest in the company's history, within two years. • Led the AshakaCEM CEO Executive MPR, driving the successful achievement of the 650MMT YoY target and delivering N20 Billion Naira ($13.3 Million USD) in revenues through effective tracking and performance management. • Contributed to the $30 Million USD SAP ERP transition project, helping Lafarge MEA migrate from Oracle to SAP, ensuring smooth execution across multiple regions. • Collaborated with teams across MEA (Middle East and Africa) to develop and implement the Logistics Excellence (LEX) project, driving efficiency and best practices in logistics operations across multiple markets. • Played a key role in the design, construction, and setup of the industry-first N200 Million Naira ($133,400 USD) Logistics Intelligence Center (LOGIC), aimed at monitoring truck safety, driver performance, and delivery efficiencies, positioning the company as a leader in logistics safety and operational monitoring.

• Consulted for a Dubai-based education consultancy supporting Hult International University’s expansion in Africa, providing strategic advisory on student recruitment, BPO frameworks, and operational efficiency. • Designed and implemented a BPO framework for contact center operations and event management, optimizing outreach, engagement, and enrollment strategies across key African markets. • Led the recruitment and enrollment strategy, successfully driving 37+ executive admissions in the first year, generating over $1.5 Million USD in MBA program revenue. • Developed and executed a contact center training program, equipping new hires with expertise in systems, applications, processes, and policy adherence to enhance operational effectiveness. • Sourced and managed partnerships with OEMs and system integration providers, leading the end-to-end setup of contact center infrastructure to enhance service delivery and scalability.

• Managed CX governance across 100+ outlets in 12 states, driving strong customer engagement and retail sales performance with a team of 60+ staff members. • Led retail expansion, overseeing recruitment, training, and onboarding of new outlets, ensuring successful certification and alignment with operational goals. • Developed and implemented customer-centric strategies using data insights to optimize retail customer experiences and operational efficiency. • Aligned retail KPIs with corporate objectives, enhancing team performance and driving increased customer satisfaction and results. • Designed and delivered omnichannel service training programs, driving sales growth, upselling, and continuous improvement across regions. • Worked with the Head of Retail South-South to transition and led the L&D aspect of the serve-to-sell project (GUEST) that converted Retail outlets from customer service-only outlets to service and sales outlets and within the first year generated over N10 Billion Naira ($6.7 Million USD) in retail sales across the Region. • Reduced churn by 6% and increased gross adds by 31% through the Mobile Number Portability (MNP) project. • Implemented monthly CX audits, boosting CSAT by 6% in the first three months, exceeding Milward Brown's benchmark of 85%. • Achieved above-90% CX audit performance consistently and drove 40% MoM upselling performance.

• Provided strategic consulting on call centre setup, recruitment, and training for SPANCO BPO (now ISON BPO), leveraging previous expertise to streamline operations and ensure operational efficiency. • Oversaw the design and execution of the New Hire Induction Project (NHIP), ensuring the effective training of over 40 recruits, and successfully managing multiple training batches. • Deployed trained personnel to handle Airtel Call Centre operations, enhancing customer query resolution efficiency and overall service delivery. • Managed the throughput of 40+ trainees within the review period, ensuring successful integration into key operational roles with minimal ramp-up time. • Ensured the efficient rollout and deployment of trained personnel, contributing to enhanced call centre performance and customer satisfaction.

At SPANCO BPO the major Contact center business process outsourcing (BPO) in Nigeria, I functioned as a process trainer where I handled training operations, including training need analysis, training delivery, coaching, mentoring and robust support for the Call center operations. As part of the pioneer team that recruited, set up and trained the over 1,500 trainees required for the new center at Ibadan, I participated in the New Hire Induction Project (NHIP) and ensured process compliance, project scope management, and delivered over a 100 throughput within the project life cycle.

At Airtel Nigeria (Previously ZAIN Nigeria) I worked within the Call Center operations attending to customer queries, and ensuring customer satisfaction and heightened customer experience levels as well as a member of the training unit within the call center teams where I displayed excellent team spirit and ensured timely dissemination from the main training and quality assurance teams to my team mates.

At ZAIN Nigeria (now Airtel Nigeria) I worked within the Call Center operations attending to customer queries, and ensuring customer satisfaction and heightened customer experience levels as well as a member of the training unit within the call center teams where I displayed excellent team spirit and ensured timely dissemination from the main training and quality assurance teams to my team mates. I was also seconded as one of the pioneer members of the Loyalty Management Scheme (LMS) and successfully managed High Networth Individuals (HNI) on the network, monitoring and ensuring their optimal satisfaction as well as reward levels within the scheme.

At the Nigeria Federal Road Safety Corps, I was appointed as the Unit HOD PRS within 6 months of been employed. To realize the mission and vision of the corps I managed a team of at least 6 officers and handled the Policy/Planning, research and statistics of the road traffic safety operations within the unit, where I successfully championed several strategies and initiatives such as the introduction of Accident scene sketches, conversion of manual records to electronic format for easy retrieval and management, HSE trainings etc. Other tasks include: • Road Safety Data analysis and research. • Planning and Policy formulation/Implementation. • Road Transport Safety Standardization Scheme (RTSSS) Officer. • Data Information Officer (DIO).

Having received a certification in Marketing and Strategy from IAES a new and first of it's kind telecoms training institute in Nigeria at that period, I was offered a part-time training role within the Organization. For the short period under review I conducted research and facilitated Telecoms Marketing and Strategy classes and successfully rolled out batches.