Open to opportunities

Grace Wanjiku

@gracewanjiku5

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Customer Experience leader driving service excellence, team performance, and operational improvement.

Kenya

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What I'm looking for

I seek a role where I can lead customer service teams, improve processes through KPI-driven insights, collaborate across operations, and grow in people and operations management.

I am an accomplished Customer Experience Team Lead with three years of leadership experience at Jumia Kenya, where I managed a team of customer service agents and consistently drove performance and customer satisfaction.

I combine hands-on customer service leadership with HR support skills—coaching, performance reviews, conflict resolution, and participation in recruitment—to build high-performing teams and improve operational metrics.

As Founder and Operations Manager of Deepsip Mineral Water, I led production, sales, distribution, branding and finance, gaining entrepreneurial experience in sales strategy, supplier relations and inventory management.

I am highly organized, business-driven and motivated to deliver exceptional results through process improvements, KPI-driven reporting and collaborative problem solving across logistics, marketplace and vendor teams.

Experience

Work history, roles, and key accomplishments

Founder & Operations Manager

Deepsip Mineral Water

Jan 2023 - Dec 2024 (1 year 11 months)

Founded and managed Deepsip Mineral Water (2023–2024), overseeing production, sales, distribution, branding and finances, and led a small team to maintain quality control and customer satisfaction.

Operations Management Sales Strategy Branding Inventory Management Supplier Relations Quality Control Distribution

Customer Service Team Lead

Jumia Kenya

Jan 2020 - Dec 2023 (3 years 11 months)

Led and supervised a team of 3 customer service agents (2020–2023), implemented coaching and performance reviews, resolved escalations and improved customer satisfaction while delivering KPI-driven process improvements.

Team Leadership Customer Service Coaching Escalation Management KPIs CRM Systems Vendor Operations Process Improvement

Sales & Operations Support

Jumia Kenya

Supported vendor onboarding, product listing, fulfilment and returns, resolved vendor and customer issues and assisted in planning major campaigns to improve marketplace efficiency and campaign execution.

Vendor Onboarding Marketplace Operations Product Listing Fulfilment Returns Planning Reporting