Kelly Juma

A results-driven Business Development professional with 6+ years of experience in the Fast Moving
Consumer Goods industry. Proven expertise in streamlining onboarding processes, gathering valuable
customer feedback, and identifying untapped market opportunities. Skilled in maintaining accurate inventory,
optimizing store aesthetics, and managing online platforms for increased sales. Known for cultivating strong
partnerships, resolving complaints creatively, and achieving sales targets. Adept at improving customer
loyalty and driving revenue growth.

Business Development Officer and Supervisor Dec 2017 - April 2023
Various Short-Term Projects | Nairobi, Kenya
Successfully secured multiple short-term assignments with Miniso Lifestyle Kenya and Kenchic Butchery-Hurlingham
● Managed Kenchic storefront, delivering exceptional customer service and streamlining the onboarding process, resulting in 20% increase in customer satisfaction ratings and 30% reduction in onboarding time for new customers.
● Gathered valuable data, feedback, and ideas from customers, contributing to the improvement of Miniso Lifestyle Kenya’s product and service offerings, while efficiently dispatching orders to end customers with 95% on-time delivery rate, ensuring timely delivery.
● Conducted market research to identify untapped opportunities for new products/services within target markets, leading to the successful launch of three new product lines and 15% increase in revenue.
● Ensured that stores were well cleaned and maintained, including setting up displays and cleaning store and products, while effectively managing inventory to eliminate wastage, coordinate deliveries,
and maintain accurate inventory numbers, resulting in improved store aesthetics and a reduction in inventory discrepancies by 25%.
● Managed online selling platforms like Glovo, Jumia, Quicksort, and WhatsApp community, while designing and implementing effective promotions to increase sales, resulting in 30% growth in online revenue and 15% increase in customer engagement.
● Managed daily cash reconciliation at Kenchic, receivables follow-up, and credit payment tracking using QuickBooks Online, while handling the banking of supplier cheques and bill payments, and effectively notifying customers about upcoming promotions and product offers through bulk SMS, resulting in improved cash flow management, timely payments, and increased customer engagement.
Customer Relations Officer, Content Manager and Merchandiser Feb 2012 - Jun 2017
Various Short Projects | Nairobi, Kenya
Successfully secured multiple short-term assignments with Smartbuy Kenya Limited, Dakika Online Limited, Unilever Kenya, and Impulse Promotions.
● Implemented efficient inventory and payment record-keeping systems, reducing discrepancies by 50% and improving overall operational efficiency, while maintaining a safe and secure environment for the storefront with zero instances of theft or security breaches.
● Cultivated strong and positive relationships with surrounding stores and dukas, driving increased foot traffic to the storefront and fostering collaborative partnerships.
● Engaged in marketing activities, including social media campaigns and promotional events, resulting in 15% increase in customer loyalty.
● Managed outbound and inbound customer service calls with a creative approach to resolving complaints, maintaining a high customer satisfaction rate of 90%.
● Created and managed on-site product inventory, ensuring the availability of products with accurate descriptions, resulting in improved customer experience and 20% increase in online sales conversion rate.
● Achieved sales targets for different products, while increasing consumer awareness of the brand and promoting after-sales services, resulting in 15% increase in overall product sales and enhanced customer satisfaction.

EDUCATION
Diploma in Business Management | Nairobi Aviation College (2010 - 2012)
Kenya Certificate of Secondary Education | St. Luke’s Boys High School (2006 - 2009)