Lucy Kiruthu

Management Consultant and Trainer

Lucy KiruthuLucy Kiruthu is a management consultant and trainer on a mission to inspire positive change in business and society. She utilizes her practical skills and vast experiences in management to support organizations and individuals scale new heights. Since 2000, Lucy Kiruthu has gathered experience that cuts across a variety of industries including Retail, Financial Services, Hospitality, FMCG, Airline Services, and Public Service among others. She is competent in general management, strategic management and leading change and is passionate about service excellence, leadership and enterprise development. In her book titled Customer Service at Its Best, Lucy shares 202 thoughts that make a difference in how we serve our customers.

Lucy has a Masters Degree in Business Administration (MBA) – Strategic Management from Park University – MO-USA (2004) and is currently a student at United States International University (USIU) pursuing a Doctorate in Business Administration (DBA). She has also extensively trained on leadership, customer service and quality management systems including ISO 9001. Lucy is a thought-leader in customer service and is a customer service columnist in the Daily Nation Smart Company and a seasoned writer with Management Magazine among other publications. Lucy is a board member at the Institute of Customer Service – Kenya and also chairs the advisory board at Synthesys Systems a growing enterprise she has supported since 2009. In addition, Lucy has been an adjunct business studies lecturer at Moi University Nairobi campus since 2010.

Since going into management consultancy in 2009 Lucy Kiruthu has supported and continues to support several organizations among them Britam Insurance, Stima Sacco, Synthesys Systems, CFC Life, TripleOK Law, UAP Insurance and Automobile Association of Kenya. She has also facilitated numerous customer service seminars both in Kenya and Uganda. Before going into consultancy, she headed Passenger Services at Kenya Airways. In her earlier career, Lucy was with G4S Security services, during which period she led a mind-shift in customer focus. As the customer Care Manager at Simba Colt Motors her change initiatives led to a more forward looking organization. In addition, Lucy worked with Wal-Mart stores – USA for 3 years as a Customer Service Associate. Before then Lucy was at Brookside dairy where she was in charge of product research and development and successfully saw the introduction of flavoured milks.

On the social front, Lucy has taken up a number of responsibilities which include board membership in various institutions including Kagumo Teachers College, is a co-founder and chair of the WPSAF foundation that supports her former primary school and has played a key role in TAG, a group of professionals that has been inspiring positive change in Tetu – Nyeri County since 2001.