Manager, Marketing, Member & Customer Experience

This senior role is crucial for driving the National Social Security Fund's brand visibility, enhancing member engagement, and ensuring a consistently superior customer experience across all touchpoints. The National Social Security Fund is a friendly service organization which exists for the public good, offering social protection to all Kenyan workers in the formal and informal sectors by registering members, receiving contributions, managing funds of the scheme, processing and ultimately paying out benefits.

Duties and Responsibilities

Specific duties and responsibilities for the Manager, Marketing, Member & Customer Experience will entail:

• Ensuring brand building activities are carried out through extensive member education using media, road shows, and sponsorships.
• Carrying out Customer Service initiatives to ensure customer satisfaction.
• Documenting Customer journey maps, ensuring alignment with process maps.
• Managing improvements identified through customer journey mapping processes through to implementation.
• Using industry knowledge and customer drivers to research and develop key points of view and make recommendations on how to enhance propositional business, process, and technical capabilities.
• Ensuring the development and implementation of customer service standards that guarantee a consistent superior service to customers.
• Designing and implementing robust customer engagement, feedback, and resolution mechanisms.
• Ensuring the development and implementation of service measurement tools aimed at the operational improvement of customer service delivery at all touch points.
• Ensuring that public opinion surveys are gathered on a regular basis regarding the service of the Fund and utilizing the feedback for continuous service improvement.
• Ensuring proper and periodic conduct of unexpected visits to branches (mystery shopping) to assess the prevailing customer service delivery against pre-set standards.
• Defining and understanding customer experience dimensions in order for the Fund to achieve long-term success by setting/revising appropriate standards continuously.
• Establishing and ensuring the proper implementation of a customer segmentation system.
• Making appropriate internal and external correspondences with respect to Customer Service Management.
• In cooperation with concerned work units, planning and organizing the Fund’s conferences, meetings, and ceremonies targeted to enhance the Fund’s customer service and relations.
• Participating in business process re-engineering projects to review work processes, assess turnaround time, and resource requirements in order to identify and eliminate redundancy of processes and resources.

Requirements for Appointment

For appointment to this grade, an officer must possess the following qualifications and experience:

• Bachelor’s Degree in Marketing, Business Administration or a related field from a recognized institution.
• Master’s Degree in Marketing, Business Administration or a related field from a recognized institution.
• Completion of a Leadership course from a recognized institution.
• Professional qualification in Marketing, Business Administration or a related field from a recognized institution.
• Membership to a relevant and accredited professional body such as the Marketing Society of Kenya (MSK), and currently be in good standing.
• A cumulative service period of fifteen (15) years, three (3) of which must be at the grade of Assistant Manager, Marketing, Member & Customer Experience or a comparable position.
• Proficiency in computer applications.