Available to hire
I’m Sophie Ibrahim, a customer-experience and brand strategist with 8+ years of experience helping organizations make better decisions using customer insights. I’ve led cross-functional teams, shaped product and operational decisions, and built scalable systems that strengthen customer relationships through education, wellness, and community-led brand positioning.
Most recently, I’ve been focused on brand strategy and customer experience leadership, using data and feedback to continuously refine messaging and engagement across digital channels. I bring a strategic, commercially minded approach—combining clear communication, process improvement, and customer-centric leadership to deliver measurable results and consistently improve satisfaction.
Skills
Experience Level
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Beginner
Beginner
Beginner
Beginner
Beginner
Beginner
Beginner
Beginner
Beginner
Beginner
Language
English
Fluent
Swahili
Fluent
French
Beginner
Spanish; Castilian
Beginner
Work Experience
Head of Customer Experience / Brand Strategist at The Skin Tribe (Skincare & Wellness)
January 1, 2026 - PresentDefine brand positioning through customer and competitor research. Develop content strategy centered on education, wellness, and community. Manage content and digital communications across social platforms using SEO, AEO and AI-assisted workflows to improve discoverability and audience engagement. Continuously refine messaging, content strategy, and overall customer experience using customer feedback and performance data.
Community Support Concept at Independent Initiative
May 1, 2024 - PresentDesigned and promoted a one-day fundraising initiative aimed at supporting teen mothers. Developed messaging and visual materials to communicate purpose and encourage participation. Leveraged community networks and digital channels to build awareness and engagement.
Brand Development at Twigasmode (D2C)
January 1, 2022 - May 1, 2024Managed content calendars and produced platform-specific posts across social channels. Actively engaged with the audience via direct messages and comments, strengthening loyalty. Increased Instagram engagement by 30% in six months through relatable and consistent content. Developed a consistent brand voice and monitored platform insights to guide content adjustments and expand reach.
Social Media Manager at Simusolar Ltd
January 1, 2022 - May 1, 2024Managed social media content and engagement for Simusolar's channels; Created content calendars and platform-specific posts; Collaborated with marketing to align with campaigns; Improved engagement and audience reach; Monitored analytics to optimize performance.
Social Media Manager at Twigasmode (Handmade Jewelry)
January 1, 2022 - May 1, 2024Managed content calendars and produced platform-specific posts across social channels. Actively engaged with the audience via direct messages and comments, strengthening loyalty. Increased Instagram engagement by 30% in six months through relatable and consistent content. Developed a consistent brand voice improving audience retention and trust. Monitored platform insights to guide content adjustments, improving campaign effectiveness. Identified and participated in relevant conversations to expand visibility and reach.
Head of Customer Experience at Simusolar Ltd (Agri-tech)
April 1, 2019 - October 31, 2025Led customer experience across Tanzania, managing a team of 16 and shaping the experience of 1,000+ customers. Improved customer satisfaction by redesigning communication and service processes and strengthening team capability, reducing escalations by 45% while maintaining NPS and CSAT above 70. Established customer insights as a strategic input for leadership to influence product, operations, and CX decisions, building scalable systems, standards, and coaching frameworks. Partnered with leadership on strategic initiatives including regional expansion and organizational culture and social impact programs.
Head of Customer Experience at Simusolar Ltd
January 1, 2019 - October 1, 2025Oversees customer experience strategy, ensuring clarity and responsiveness across touchpoints. Maintained NPS & CSAT above 60 through process improvements and proactive service delivery. Collaborated cross-functionally to resolve issues impacting customer experience and perception. Reduced escalations by 45% through targeted training and workflow improvements. Led and mentored a team of 10+ employees and integrated customer insights into messaging and product understanding.
Customer Service Representative at Simusolar Ltd
February 1, 2018 - April 30, 2019Developed a handmade jewelry brand from concept to market, shaping positioning, pricing, and customer experience. Tested product-market fit via artisan markets and customer feedback, refining the brand and offerings based on customer insights. Planned community initiatives, coordinated partners, campaign messaging, and event planning.
Customer Service Supervisor at Simusolar Ltd
February 1, 2018 - April 1, 2019Supervised day-to-day activities of the customer service team, ensuring timely responses and adherence to service procedures. Provided guidance and support to team members on complex customer cases and escalations. Monitored team performance and workload distribution to maintain service quality during peak periods. Conducted onboarding and coaching for new staff to improve consistency in customer interactions. Collaborated with internal departments to resolve service issues affecting customers.
Market Surveyor (Intern) at Nyanza Bottling Company (Coca-Cola)
January 1, 2017 - February 28, 2017Conducted retail research to support pricing, distribution, and product decisions through customer and market insights.
Customer Service Representative at Simusolar Ltd
January 1, 2017 - February 1, 2018Improved handling times through onboarding and workflow refinement. Maintained an 80% first-contact resolution rate. Managed 200+ interactions monthly and improved resolution speed by 25%.
Education
BA in International Relations at University of Dodoma
January 1, 2011 - January 1, 2014Advanced Certification in Digital Marketing at IIDE - The Digital School
January 1, 2023 - March 6, 2026Management Development Programme at African Management Institute
January 1, 2021 - January 1, 2021Empowering Managers Programme at Lindam Group Limited
January 1, 2020 - January 1, 2020 at University of Dodoma
January 1, 2014 - September 9, 2026 at African Management Institute
January 1, 2020 - September 9, 2026Qualifications
Empowering Managers Programme
January 1, 2020 - March 6, 2026Management Development Programme
January 1, 2021 - March 6, 2026Advanced Certification in Digital Marketing (IIDE - The Digital School)
January 1, 2023 - September 9, 2026African Management Institute (AMi) - Management Development Program
January 1, 2020 - September 9, 2026Industry Experience
Retail, Media & Entertainment, Professional Services, Software & Internet, Other, Education, Non-Profit Organization, Agriculture & Mining, Consumer Goods
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