Safaricom Chief Executive Officer (CEO) Bob Collymore has announced the exit of two top executives at the firm; Mr. Peter Arina, general manager consumer business and Ms Pauline Warui, director of customer management citing the Telco’s disconnection from customers.
Arina worked at the company for 11 years and is credited with building its distribution network while Warui has seven years behind her at the firm.
“These changes have been necessitated by an appreciation that we as a business have become disconnected from our customers’ needs at various levels.
“We therefore have to repurpose ourselves towards delivering a truly differentiated value proposition for our customers that is based on superior customer insights, operational excellence in our market execution and the delivery of great products and services,” Mr Collymore said in e-mail statement sent to the company employees.
The Daily Nation reports that the two positions have since been filled internally with Ms Sylvia Mulinge taking over as general manager in charge of consumer business while Ms Rita Okuthe takes over the position of general manager, enterprise business unit.
Ms Janet Atika, who is currently in charge of the company’s retail network, will now take over the customer management team.
Collymore however lauded the two for their contribution to the company and particularly Arina for his contribution in the non-voice revenues, which are seen as Safaricom’s next growth front.
“These changes are necessary for us to be truly reflective of the demands of our customers and to prepare ourselves for the heightened competitive environment,” Mr. Collymore told employees.
Other personell changes include Mr James Mutetei appointment to head of consumer sales department, Victor Ngumo head of retail and Mr. Arjun Singh Dhillon head of SME and channels, reporting to the general manager, enterprise business.
The changes come against a backdrop of growing customer unease that often spills over into social media with the current phase being in concern over the bundles Tarriffs which have been changed.