Customer Operations & Conversion Manager at Vellmont Advisory Ltd

Job Summary

• Thousands of prospective property buyers and renters discover NestVest Properties via TikTok, Instagram, Facebook and WhatsApp. We are seeking an experienced team leader to own the end‑to‑end customer enquiry journey: ensuring every serious customer enquiry receives fast responses, suitable property recommendations, confirmed viewings and proper hand‑over to sales and leasing teams for deal closure.
• You will build and lead our customer operations team from the ground up. Social media generates incoming enquiries; your team converts these into qualified property viewings, while the sales and leasing managers handle negotiation and closing. You will monitor stalled cases and intervene to keep customer journeys on track after handover.

Key Responsibilities

Lead the Customer Operations Team

• Recruit, onboard, train, coach and conduct performance reviews for the customer operations team.
• Establish formal standards for response SLA, lead qualification, prioritisation, follow‑up workflows and cross‑team hand‑over processes.
• Manage staff duty coverage rosters including evening and weekend working hours; personally handle high‑priority and stalled customer cases.

Convert Incoming Customer Enquiries

• Oversee enquiry queues across TikTok, Facebook, Instagram, WhatsApp Business, company website and phone channels.
• Match customer requirements to verified available properties with correct pricing and payment terms.
• Arrange confirmed property viewings including virtual video viewings for diaspora‑based buyers.
• Own reply templates and conversation guidance documents; conduct weekly reviews of real‑world customer interaction records.
• Provide actionable feedback to the social‑media team on content and campaigns that generate genuine qualified customer demand.

Manage CRM Data Quality & Processes

• Maintain complete customer records including customer needs, budget, lead source, assigned owner, opportunity stage, next‑action steps and deadlines.
• Eliminate duplicate records, missed follow‑ups, unallocated enquiries and incomplete hand‑overs within the CRM system.
• Collaborate with the technology team on enquiry capture, routing and performance reporting. Ensure full compliance with the Kenya Data Protection Act, 2019 for all customer personal data.

Cross‑team Hand‑over & Case Follow‑through

• Agree documented lead‑qualification and hand‑over criteria jointly with Sales and Leasing Managers.
• Ensure every transferred enquiry is formally accepted, assigned and contacted promptly, with one clear opportunity owner at every process stage.
• Escalate stalled customer cases and coordinate corrective actions with the responsible business manager.

Performance Measurement & Continuous Improvement

• Identify customer drop‑off points across the journey and implement corrective improvements.
• Prepare daily and weekly performance reports covering incoming enquiries, qualified leads, hand‑overs, completed viewings and deal‑related metrics. Split reporting for sales (property purchase) and rental streams and break results down by lead source / platform.

Required Qualifications & Experience

• Minimum 4 years’ working experience in customer operations, inside sales, lead management or sales‑operations roles.
• Minimum 2 years’ experience supervising or managing a team of staff.
• Proven track‑record converting high‑volume incoming enquiries from social‑media direct messages and WhatsApp Business.
• Hands‑on practical CRM experience: sales pipeline management, lead‑assignment rules, data‑quality governance and performance reporting.
• Experience creating operational procedures, delivering staff training and auditing real customer conversations.
• Strong analytical skills and organisational ability; excellent written and spoken English.

Desirable / Advantageous Qualifications

• Fluent Swahili; working familiarity with Sheng.
• Real‑estate industry background or experience in high‑value consultative sales.
• Experience supporting remote diaspora‑based customers.
• Demonstrated measurable improvements for KPIs such as response times, viewing volumes or lead‑to‑deal conversion rates.

Your First 30 Days

• Week 1: Roll‑out customer‑service duty rosters, CRM ownership rules, lead‑prioritisation logic and formal hand‑over SOPs; begin supporting live incoming customer enquiries.
• Map full end‑to‑end customer journey across all marketing channels and identify key customer drop‑off points.
• Agree documented service standards with Sales and Leasing teams; implement regular CRM data‑quality checks, customer‑conversation reviews and baseline performance reporting.
• Complete assessment of existing team capability and submit a formal 90‑day functional improvement plan to the Managing Director.

Key Performance Measures

First‑response time | Follow‑up completion rate | CRM record accuracy | Timely accepted hand‑overs | Confirmed & attended property viewings | Reduction in stalled enquiries | Contribution to completed property transactions | Team output and service quality