I'm Pauline Warui
Pauline Warui – The Mentor Welcome to Designed for Impact, a mentorship experience created by Pauline Warui — leadership strategist, executive coach, and entrepreneur. With over two decades of experience in corporate and entrepreneurial leadership across Africa, Pauline helps individuals and leaders unlock purpose, lead with clarity, and build meaningful impact. This mentorship space blends strategy with soul, offering tools, insights, and conversations that strengthen your mindset, leadership, and authenticity. You already carry greatness within you — here, you'll learn to see it, shape it, and share it with the world.
Pauline Warui has expertise in driving organizational growth, enhancing customer experiences, and delivering tangible
business results across various industries..
A trailblazing leader, visionary and strategist
Pauline has worked for various corporates in Kenya and across Africa starting with Capital Pagers. She started as a salesperson and thereafter rose to a managerial level managing various functions. She later joined KenCell Communications where she managed the Customer Support and After-Sales team rising to the role of Customer Care Manager.Thereafter, she joined the Oil and Energy sector at Chevron Global where she managed the Customer Experience function for East Africa and Egypt.
Pauline later moved on to Safaricom PLC where she took up the role of Customer Management Director. She played a key role in overseeing the setting up of Safaricom Contact Centre; the biggest of its kind in East and Central Africa with 700 seating capacity, a customer base of over 20 million, and 1600 staff.
Pauline is currently the CEO of East Africa Customer Care Centre which has trained various companies in Sales, Brand and Reputational Management, Customer Experience, and Entrepreneurship. She is also a director at Kline Insurance Agency where she is in charge of the commercial portfolio and the Vice- Chair of the Commonwealth Business Women’s Network (Kenya).
Areas of Expertise
Leading the customer experience and transformation
Pauline Warui played a pivotal role in Safaricom Limited's growth from 9 million to 22 million subscribers, marking a significant increase in market share and customer base. By championing the setup of the largest contact center in East and Central Africa, she enhanced customer service capabilities, leading to a tenfold increase in performance. Her leadership contributed to Safaricom becoming a pacesetter in customer experience and revenue generation within the region, showcasing their ability to drive tangible results in a highly competitive market.
Championing commercial strategy and training
At companies like Britam, Liquid Telecom Kenya, and KPLC, Pauline Warui spearheaded commercial strategy initiatives aimed at boosting sales and improving customer satisfaction. By training staff across these organizations, She instilled a customer-centric culture and equipped employees with the skills needed to deliver exceptional service, resulting in enhanced customer experiences and increased loyalty
Training and consulting for various organizations
Through training initiatives at TechnoBrain BPO, Sportpesa, and Platinum Credit Limited, Pauline Warui empowered teams to achieve operational excellence and drive revenue growth. Her consultancy services helped these organizations optimize their processes, improve efficiency, and better serve their customers, ultimately leading to improved performance metrics.
General management
As the General Manager of the XABA platform at Seven Seas Technologies, Pauline Warui oversaw its development from conceptualization to monetization. Her entrepreneurial mindset and leadership skills were instrumental in successfully launching and managing the platform, which aimed to register blue-collar workers across Africa, demonstrating her ability to drive innovation and execute strategic initiatives.
Setting up customer experience platforms and contact centers
Pauline Warui was instrumental in setting up customer experience platforms and contact centers from scratch for companies like Jamii Telecommunications and National Hospital Insurance Fund. This involved designing and implementing technology solutions, establishing human resource frameworks, defining business processes, and ensuring seamless operations, highlighting her expertise in project management and organizational transformation.
Leading transformation initiatives and talent management efforts
Pauline Warui led transformation initiatives at Safaricom Limited, resulting in a significant improvement in the customer delight index and the transformation of customer operations into a profit center. Her talent management efforts contributed to high staff engagement levels and improved operational efficiency, showcasing her ability to drive organizational change and foster a positive work culture.