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Hellen jobs

@hellenjobs

Sales and Customer Success team lead driving KPI-led retention and commercial growth through CRM optimisation and coaching.

Kenya

Message

What I'm looking for

I’m looking to lead KPI-driven sales and customer success work—using CRM insights, coaching, and process improvement to strengthen retention, reduce friction, and turn customer goals into measurable team outcomes.

I am a results-driven Sales and Customer Success leader with 5+ years of experience across B2C, B2B, and hospitality environments. I drive retention and commercial growth through KPI-led coaching, CRM optimisation, and process improvement, even when goals are ambiguous and timelines are fast-moving.

I lead customer-facing operations across phone, chat, and email with a 24-hour SLA, delivering a 30% improvement in customer retention and a 20% reduction in inbound complaint volume. I also bring formal leadership and cross-functional experience—using CRM insights for performance reviews, onboarding customers to accelerate time-to-value, and improving service delivery workflows to scale impact.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Advisor & Sales

Current

Deylin Ultimate Spring

Jan 2022 - Present (4 years 6 months)

Lead customer-facing operations across phone, chat, and email, resolving issues within a 24-hour SLA. Improved customer retention by 30% and reduced inbound complaint volume by 20% through proactive issue prevention and process improvements.

Chat Email SLA Management Customer Retention Process Improvement Root Cause Analysis Performance Reviews

Sales Consultant & Customer Service

Montana Boutique

Jan 2021 - Nov 2021 (10 months)

Provided chat and in-person customer service while maintaining a 95% customer satisfaction rating. Improved response times by 25% through engagement scripts and follow-up protocols, and used customer feedback to drive product and service improvements.

Customer Service Response Time Improvement

Business Development & Client Relations

Manchester Outfitters

Oct 2017 - Sep 2019 (1 year 11 months)

Directed client account management and retention strategies, increasing repeat business by 25%. Led customer success training and coordinated with marketing and technical teams to design loyalty programmes and customer feedback loops.

Client Retention Account Management Repeat Business Growth Customer Success Training Workshop Facilitation Cross Functional Collaboration

Sales Supervisor & Customer Relations

Promo Kings Ltd

Jun 2016 - Aug 2017 (1 year 2 months)

Streamlined client support channels to reduce customer dissatisfaction by 90% and boosted repeat business by 50% through personalized after-sales engagement. Developed escalation processes to speed resolutions and support team members with CRM adoption and customer communication best practices.

Customer Support Operations After Sales Support Relationship Management Escalation Management Team Accountability Customer Communications

Sales Executive & Customer Liaison

Color Creations Limited

Oct 2015 - May 2016 (7 months)

Converted 80% of leads into active long-term accounts using consultative selling and tailored onboarding. Managed multi-channel client communications and facilitated client onboarding and product training to support long-term satisfaction.

Consultative Selling Lead Conversion Client Onboarding Product Training Client Communication Account Relationship Management Customer Liaison

Education

Degrees, certifications, and relevant coursework

Meru University of Science and Technology

Bachelor of Commerce, Finance

2012 - 2015

Earned a Bachelor of Commerce with a Finance option from Meru University of Science and Technology (2012–2015), including coursework in customer relationship management and marketing principles.