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Cecilia Achieng

@ceciliachieng

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I lead commercial performance, governance, and workforce operations across large retail and franchise networks.

Kenya

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What I'm looking for

Senior transformation &advisory professional seeking remote opportunities across business transformation, CX, operating models, process governance, workforce strategy & AI transformation. Open to consulting, strategic advisory & fractional engagements where I diagnose complex problems, design practical solutions & translate strategy into measurable execution

At Safaricom PLC, I lead retail experience strategy, commercial accountability, governance, and workforce operations across 52 direct stores and a franchise channel serving approximately 24,000 customers daily.

I've progressed from Customer Care Representative through CRM, workforce analysis and management, standards and process management, and product ownership to my current mandate. As Risk Management Champion for Sales & Distribution, I design control frameworks, strengthen audit readiness, manage vendor and outsourcing relationships, and recruit, develop, and retain a 1,500+ frontline workforce.

Alongside Safaricom, I direct customer experience for Pegasus Properties' portfolio and run Chavah Consulting with full commercial and operational accountability. I also bring a design sensibility through independent architectural passion projects and commercial environment design.

Experience

Work history, roles, and key accomplishments

Current

Founder & Principal

Current

Chavah Consulting Ltd

May 2026 - Present (5 months)

Founded and lead an independent consulting practice focused on business transformation, CX strategy, process governance, workforce planning and AI-enabled transformation, with responsibility for strategy, client advisory, commercial development and delivery.

Consulting Customer Experience Process Governance Business Management

Current

Retail Experience Lead

Current

Safaricom PLC

Jun 2025 - Present (1 year 4 months)

Carries full commercial accountability for retail experience strategy across 52 direct stores and the franchise channel, serving ~24,000 customers daily. Holds a Risk Management Champion mandate for the Sales & Distribution cluster, designing and enforcing governance, audit-readiness, and control frameworks across the network.

P&L management Retail Operations Governance Risk Management Vendor Management Workforce Planning Customer Experience Process Improvement Business Continuity Planning

Workforce Planning Lead

Safaricom PLC

Sep 2022 - May 2025 (2 years 8 months)

Restructuring 2nd line support which removed approx. USD 19k of monthly overtime while improving escalation response.

Manager, Retail Experience Strategy

Safaricom PLC

Sep 2016 - Aug 2022 (5 years 11 months)

Held a USD 2.5Mn annual channel experience budget covering store standards, and end to end customer journeys.
Delivered a queue management system at 78% below initial cost and cut service SLA from 168hrs to 48hrs across 3rd party financial services processes

Manager, Standards and Processes

Safaricom PLC

Aug 2015 - Aug 2016 (1 year)

Designed process architecture and controls standards for the channel.
Co-authored KYC policy applied to 8,000 staff with above 98% adherence sustained for 3years.

Process Improvement Automation Audit Governance Controls Testing Business Process Management