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Kimberly Daley

@kimberlydaley

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I build scalable customer onboarding, support, and ecommerce programs across Caribbean markets.

Jamaica

Message

What I'm looking for

I'm looking to lead customer onboarding, platform adoption, customer experience, ecommerce, or martech programs where I can build repeatable processes, develop teams, improve service performance, and drive measurable growth across markets.

At Flow, I led onboarding and training for a four-module Sprinklr CRM rollout across three operating companies, delivering over $1.5M in productivity value.

I rebuilt ad-agency access and approval workflows into a documented process, while improving customer response times from 24+ hours to 30 minutes and reaching a 90% response rate.

I launched ecommerce in Jamaica, growing digital sales 16% in its first year, and directed a five-market SEO program that stabilized organic paid orders at 40%. I also grew digital leads 20% across priority markets and improved brand sentiment 171%.

I've coached new teams into repeatable ways of working—from scaling a support team from 4 to 28 to building hiring-campaign processes at Sutherland. Through Daley Connects and multimedia production work, I also support Jamaican SMEs and events with communications, content strategy, and production.

Experience

Work history, roles, and key accomplishments

Current

Founder

Current

Daley Connects

Jan 2025 - Present (1 year 9 months)

Founded a consultancy serving Jamaican SMEs, developing branded communications, tone of voice, and content strategy for clients including Reap Farms and Hourglass Projects.

Consulting Brand Communications Tone of Voice Content Strategy SME

Current

Videographer & Multimedia Producer

Current

TTN Media Limited

Jan 2025 - Present (1 year 9 months)

Delivered on-site videography and multimedia production for events including AGMs, graduations, and multi-day conferences, managing end-to-end production logistics.

Videography Multimedia Production Event Coverage Production and Logistics

Current

Co-Founder & Communications Lead

Current

Chapter 62 Community Lending Library

Jan 2024 - Present (2 years 9 months)

Co-founded a free community lending library and manages community outreach, Instagram presence, and event communications using Libraka for collection and member management.

Community Outreach Instagram Management Event Communications Libraka

Current

Media Team Member

Current

The Grace Workshop Ministries Ltd.

Jan 2019 - Present (7 years 9 months)

Manages social media communications and coordinates the media team's workflow and task allocation. Currently leading digital production for the church's quarterly newsletter.

Social Media Management Workflow Coordination Digital Production Newsletters

Senior Talent Attraction Manager

Sutherland Global Jamaica

Mar 2025 - Jan 2026 (10 months)

Coached a newly formed team into a consistent hiring process and ran Meta Advertising campaigns and hiring events, maintaining a $0.40 cost-per-lead. Partnered cross-functionally to align plans with operational capacity and tracked pipeline KPIs.

Coaching team development Meta Ads Hiring Events CPL (Cost Per Lead)KPI Tracking Cross Functional Partnership Pipeline Management

Senior Digital Marketing Manager

Cable & Wireless Communications (Flow)

Oct 2020 - Feb 2025 (4 years 4 months)

Led onboarding and training for a Sprinklr CRM rollout across three operating companies, delivering over $1.5M in productivity value. Rebuilt the paid media module end-to-end, coached a team from 4 to 28, and cut response times from 24+ hours to 30 minutes.

Sprinklr CRM Implementation Customer Onboarding Technical Troubleshooting Process Design Coaching team development NPS SLA Management Ecommerce SEO Budget Management ROI Analysis GA4 Meta Business Suite Google Ads

Brand Manager – North Caribbean (Concurrent Role)

Cable & Wireless Communications (Flow)

Jun 2024 - Oct 2024 (4 months)

Led cross-functional teams to plan and execute the 2024 Regional Summer Campaign across 7 North Caribbean islands. Managed the multi-territory 'Dis Is Wi' ICC Sponsorship Campaign and provided brand direction to local marketing managers.

Cross functional Coordination Campaign Management Stakeholder Management Brand Direction Content Delivery Regional Expansion

Regional Social Media Manager

Cable & Wireless Communications (Flow)

Jun 2014 - Sep 2020 (6 years 3 months)

Coached and developed interns and team members, led a team of 7 social care agents, and grew year-over-year social media engagement 50% through targeted content strategy across 10+ Caribbean islands.

Social Media Management Team Leadership Coaching Content Strategy Community Management Crisis Communications SLA Adherence

Senior Social Business Specialist

Cable & Wireless Communications (Flow)

Jun 2014 - Jun 2016 (2 years)

Led the company's first regional social media team across 10 islands, managing content and moderation before, during, and after the LIME/Flow merger. Managed content and real-time coverage for the company's exclusive Olympics broadcast license.

Social Media Management Content Moderation Post Merger Integration Event Coverage Agency Relations