Jacklyne Waweru

I’m a Customer Experience Manager with over 8 years of experience in hospitality and service-led environments, shaping thoughtful end-to-end guest journeys across B2C and B2B contexts. I’m known for understanding people and translating their needs into structured workflows across CRM, PMS, and booking systems—so interactions feel seamless and consistent.

In my current role, I lead customer experience and marketing across 4 hospitality properties, guiding guest journeys from first inquiry through post-stay follow-up. I design clear interaction flows, interpret varied guest requests (including incomplete information), and implement operational systems—including CRS, CRM, PMS, booking engines, and PR platforms—to support confident decision-making. I create service playbooks and guidelines that help teams deliver warm, consistent experiences without losing the personal touch, and I refine workflows using guest feedback and performance data—contributing to a 21 percent increase in direct bookings.

I bring strong operational rigor from earlier experience as a Key Account Manager, where I built repeatable engagement frameworks and maintained clear communication through proposals, follow-ups, and service adjustments. I’m also actively exploring how AI powered tools, automation, and structured conversation design can support more consistent communication and internal workflows—grounded in clarity, quality, and well-defined standards.