JULLIE GATHIRU
Customer Experience / Account Manager
Nairobi
Summary
Dedicated and results-driven professional with extensive experience in client relations, account management, and sales leadership, eager to contribute expertise to a dynamic team. A strong passion for building enduring client relationships and driving sales success aligns seamlessly with organizational goals. Committed to leveraging skills to exceed targets and foster lasting partnerships, ensuring mutual growth and success. Excited about the opportunity to make a meaningful impact within a forward-thinking company.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Customer Experience Manager
Pyypl Kenya Limited
06.2023 - 05.2025
- Cultivated strong client relationships, boosting retention by 30%.
- Achieved 25% sales growth through targeted client engagement strategies.
- Streamlined communication processes, enhancing client satisfaction scores.
- Developed tailored solutions, increasing upsell opportunities by 40%.
- Conducted regular feedback sessions, driving continuous improvement initiatives.
- Resolved client issues swiftly, reducing churn rate by 15%.
- Generated insightful reports, guiding strategic decisions and client outreach.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Established cross-functional teams for improved communication between departments and better customer experiences.
Account Manager
Jumia Kenya Ltd
11.2021 - 12.2022
- Drove 30% revenue growth through strategic client relationship management.
- Achieved 95% client retention rate by delivering exceptional service.
- Identified upsell opportunities, increasing the average deal size by 20%.
- Implemented CRM tools, improving efficiency by 40% in tracking.
- Developed tailored proposals, winning 15 new B2B accounts in one year.
- Analyzed market trends, positioning services to outperform competitors.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Senior Sales Executive
Standard Group PLC
03.2021 - 11.2021
- Developed key client relationships, boosting retention by 30%
- Conducted market analysis, identifying new opportunities for growth
- Trained and mentored junior sales staff, improving team performance
- Presented at industry conferences, elevating brand visibility and trust
- Collaborated with marketing to launch campaigns, driving lead generation
Sales and Accounts Executive
G4S Kenya Limited
08.2015 - 07.2020
- Exceeded sales targets by 30% through strategic client engagement.
- Conducted market analysis to identify new business opportunities.
- Led cross-functional teams to enhance customer satisfaction scores.
- Utilized CRM tools to streamline sales processes and reporting.
- Boosted client satisfaction by 25% by developing and maintaining key relationships through effective communication.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
Sales Team Leader
Track and Trace Limited
07.2014 - 07.2015
Education
MBA - Marketing
University of Nairobi
Nairobi12-2016
Bachelor of Commerce - Marketing
University of Nairobi
Nairobi01.2012
Skills
Conflict resolution
Team leadership
Customer experience mapping
Collaborative teamwork across functions
Client relationship building
Business development
Client relationship management
Sales development
Training programs
Engagement strategy development
Account management
Customer service
References
Reference available upon request
Timeline
Customer Experience Manager
Pyypl Kenya Limited
06.2023 - 05.2025
Account Manager
Jumia Kenya Ltd
11.2021 - 12.2022
Senior Sales Executive
Standard Group PLC
03.2021 - 11.2021
Sales and Accounts Executive
G4S Kenya Limited
08.2015 - 07.2020
Sales Team Leader
Track and Trace Limited
07.2014 - 07.2015
MBA - Marketing
University of Nairobi
Bachelor of Commerce - Marketing
University of Nairobi