Madfit/ Customer Success Manager

MADFIT Maddie is a fitness influencer with over 2 million followers on Instagram and 10 million followers on YouTube in her community. The aim of the community is to help men and women achieve their fitness goals. The Madfit App includes all of Maddie's workout to help her community achieve their fitness goal. The Madfit App has over 500k monthly subscribers. Maddie launched her fitness equipment brand in March 2024, which includes Fitness Mat, Resistance Band Set, Drink Bottle and Jump Rope. The fitness apparel will be launching during the Black Friday Sales. Check them out here: store@madfit.co THE PROJECT: My role in the organization is to ensure customer satisfaction by ensuring that customer complaint are dealt with promptly and professionally. STRATEGY PROCESS I started by carrying out the root cause analysis to find out the reason for the major complaint of the customers. After the analysis, I found the cause of the complaint is the 3PL fulfillment center where we fulfill orders from. We mostly had complaints about missing orders, delayed orders and wrong Items been delivered. The first thing I did was to transition to stock from the fulfillment center to another reliable fulfillment center, which took about a month. Also did a route optimization to get a fulfillment centers in strategic locations to ease the flow of products to the customers thereby reducing the delay in customers receiving their orders and a 80% significant drop in customer complaint.

I was able to achieve all of these in one month from the start of the project.