Maryanne W.

✨ Newly Added🎓 Academy Graduate

Head of Operations & Customer Success Manager

Kenya12+ years experienceAvailable now$10,000/mo

Compare at US rates $30,000/mo?

Notable Highlight

Built a loyalty program that grew to 100,000+ members, driving 80% of sales. Led 500+ account migrations to HubSpot while maintaining 95% client retention across a KES 500M+ portfolio.

Experience Summary

Customer Success Manager with 12+ years managing complex client relationships, retention, and cross-functional delivery across East Africa. Demonstrated expertise in CRM systems, customer journey design, loyalty programs, and scaling operations across multiple retail and service locations. Translated customer insights into measurable retention and revenue outcomes.

Key Achievements

Approximately 8 years of experience with an American-owned French franchise, supporting and growing the Kenyan market.
Approximately 2 years focused on special projects and operational initiatives.
Led or supported a major project to migrate clients from manual processes to online systems.
Developed experience across customer success, operations, systems implementation, and process improvement.
Built or supported an e-commerce website during COVID, including related logistics, payments, and wholesale channels.
Used HubSpot across ticketing, customer surveys, scheduling, contracting, data segmentation, and revenue tracking.
Holds trainer-level HubSpot knowledge and supported users and teams working within the platform.
Experience with customer retention and churn control, particularly relevant to customer success-focused positions.
Worked with CRM and ERP/business management systems, including Salesforce, Micros, Zoho, and QuickBooks.
Worked within an American-owned business environment, gaining exposure to US-linked business operations.
Integrated multiple modern AI tools into professional workflow, including Claude, Gemini, Microsoft Copilot, Granola, and HubSpot's AI module.

Skills

HubSpot CRMSalesforceZoho CRMCustomer onboardingClient retentionCustomer journey managementCRM data managementCustomer segmentationAccount managementEscalation managementNPS and CSAT measurementPerformance dashboardsLearning Management SystemsE-commerce operationsGoogle WorkspaceMicrosoft OfficeAsanaClaudeMicrosoft Copilot

Work Experience

Head of Operations & Customer Success Manager

a previous company · Kenya · Jul 2023 - Present

Maintain 95% client retention by resolving feedback and escalations immediately, acting as senior escalation point across a portfolio exceeding KES 500 million annually.
Deliver an 84% CSAT score and 7.5 NPS across three countries, with a 72-hour ticket resolution turnaround.
Lead migration of 500+ client accounts from manual communication to HubSpot CRM, partnering with HubSpot specialists to redesign the customer journey; serve as internal HubSpot trainer for the organization.
Lead managers, supervisors, and technical specialists, embedding customer-first accountability and coaching teams to resolve issues and deliver against retention targets.
Build customer experience frameworks, service-quality programmes, and performance dashboards that give leadership visibility into satisfaction, risk, and retention trends.
Own workforce planning, contractor engagement, and budget/margin discipline across diverse client accounts.

Customer Service & Operations Manager

YRFKF · Kenya · Jan 2018 - Jun 2023

Grow year-on-year sales by over 20% from 2016 to 2019.
Grow the loyalty CRM database to 100,000+ clients, driving 80% of total sales from loyalty members through customer segmentation, purchase-history retargeting, events, and newsletters.
Serve as the primary link with the YR brand in Paris, France, managing brand engagement and compliance to align local retail operations with global brand standards.
Direct the COVID-19 e-commerce pivot from fully manual sales: launch the company website for online ordering and a WhatsApp visual sales catalogue for shade-dependent products such as makeup, and work with the website developer on front-end, back-end, and checkout/payments, delivering a profitable year.
Open and maintain wholesale/online retail channels with Carrefour, Chandarana, MyDawa, and Jumia.
Direct customer service operations and staffing, training, and scheduling across multiple retail locations, strengthening service standards and brand reputation.

Franchisee Learning Manager

LE · Kenya · Sep 2016 - Dec 2017

Design and implement a centralized Learning Management System across five international franchise brands (Subway, Pizza Hut, YR, Mango, Etam), standardizing onboarding and customer-facing training.
Partner with franchise leadership to close capability gaps and build learning content on customer experience, service standards, and operational excellence.
Lead training and readiness certification for new store launches across the franchise portfolio.

Management Trainee

SH · Kenya · Jan 2013 - Aug 2016

Coordinate cross-functional teams across accommodation, F&B, and events to deliver consistent guest experiences and drive loyalty.
Manage customer feedback and service recovery, strengthening stakeholder relationships and brand reputation.
Train and coach frontline teams on service standards and customer engagement.