Follow Us on Google
By Samson Adewale
Dekolo Esinjolomi Esther, a distinguished customer experience and operations strategist, was honoured with the Strategic Leadership Award by the Chartered Institute of Information and Strategy Management (CIISM) in December 2021. The award was presented at the institute’s annual National Strategy and Innovation Conference held in Lagos.
The award recognized Dekolo’s exceptional leadership in customer experience management, operational excellence, and business process transformation across multiple sectors including real estate, financial services, and cooperative management.
At the time, Dekolo was serving as Corporate Communications Officer and Real Estate & Loan Advisor at Chevron Employee Multipurpose Cooperative Society (CEMCS), where she was credited with developing and executing high-impact communication strategies for real estate projects valued at over ₦3 billion, streamlining loan processing systems, and leading digital transformation efforts that increased member self-service adoption by over 70%.
In her acceptance speech, Dekolo dedicated the award to young professionals pushing boundaries in strategic execution and service innovation.
“This award is a validation of what intentional leadership, clarity of vision, and process-driven thinking can achieve,” she said. “Strategic leadership is about connecting people to purpose and aligning systems to deliver consistent value.”
Dekolo emphasized the importance of blending customer-centricity with technology and data to drive sustainable growth, especially in Nigeria’s dynamic service environment.
“Leaders today must think beyond operations—they must design experiences, solve for scale, and lead with empathy,” she added.
Speaking at the event, CIISM President, Dr. Chinedu Eze, described Dekolo as a transformational leader whose work exemplifies the institute’s mission to recognize professionals who shape strategy through innovation, integrity, and measurable impact.
“Dekolo Esinjolomi has proven that real leadership happens in how processes are transformed, how teams are inspired, and how customers feel the difference,” he said.
By 2021, Dekolo had already accumulated over a decade of experience, with notable achievements such as managing multi-billion-naira real estate and loan portfolios, reducing customer service response time by 50%, and improving customer satisfaction ratings across all roles to over 95%.
She holds an MBA in Strategic Management and Financial Services from Ajayi Crowther University, a B.Ed. in Economics from the University of Ibadan, and multiple certifications in customer experience, project management, and financial intelligence. Her work continues to impact both private and cooperative institutions, where she advocates for excellence in communication, governance, and member-focused operations.
With this award, Dekolo joins a growing list of recognized leaders championing innovation and strategy across Nigeria’s business landscape.
