Laura Muhumuza

· Lead and mentor a team of client service professionals to ensure exceptional service delivery and client satisfaction.
· Develop and maintain strong relationships with key clients, serving as the primary point of contact for all client communications and inquiries.
· Collaborate closely with the creative, production, and operations teams to ensure seamless execution of client projects from conception to completion.
· Drive business growth by identifying new opportunities for upselling and cross-selling additional services to existing clients.
· Develop and implement strategies to enhance client retention and loyalty.
· Monitor industry trends and competitor activities to identify new business opportunities and stay ahead of market changes.
· Oversee the development of client proposals, presentations, and other client-facing materials.
· Track and analyze key performance metrics to measure the success of client service initiatives and identify areas for improvement.

• Client Management
  • Effectively initiate, foster and manage relationships with clients through client follow ups,
  regular visits and consistent digital communication.
  • Monitor client satisfaction, understand and apply data-driven insights to influence strategies to
  drive the achievement of business goals.
  • Ensure timely and appropriate resolution of client escalations.
  • Communicate regularly with internal staff regarding client needs and requests, contractual
  obligations and work procedure changes to optimize customer satisfaction.
  • Draft precise reports after events to share with management and clients.
  • Build relationships with key client personnel.
  • Create business plans to address clients' business needs.
  Team Management
  • Help sales & production team up-sell or cross-sell Buzz Events services.
  • Develop, communicate and evaluate your team's performance management against set goals.
  • Collaborate with internal teams (e.g. operations, finance, senior management) to address
  customers' needs.
  • Prepare manpower plans for the department in consultation with management.
  Events Management
  • Brand management: manage brand items, identify and train brand ambassadors, maintain client
  branding items.
  • Event execution: set up, manage the field staff, manage the service providers and cross

Manage a sound client relationship; handling and attending all client
· meetings; preparing minutes and reports.
· Interpreting client briefs and delivering this information to the Buzz team to undertake the assignment as expected. This means calling status meetings with the team as regularly as possible to ensure cohesion at all stages.
· Preparing client reports on a weekly, monthly and quarterly basis.
· Ensure clients' event and activities and assignments are well documented.
· Ensure team understands and executes clients' instructions, activities and events effectively.
· Supervise clients' events to ensure their branding and event set up has been adhered to by the Buzz team responsible. Give-aways for the event have been secured and distributed as expected.
· Draw monthly client plans for events and activities and share with the team.

• Devised processes to boost long-term business success and increase profit levels.
• Researched trends and current innovations to determine competition and develop competitive pricing points.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Demonstrated product presentations to prospective customers to showcase features, benefits and value.
• Designed business plan to define concept, short-term and long-term goals and strategies.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Interacted well with customers to build connections and nurture relationships.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.