Business Development Officer at a Reputable Company

1. Our client, a medium tier Regulated Non-Withdrawable Deposit Taking Savings and Credit Cooperative Society (SACCO) based in Nairobi, is seeking a leader to fill the position of Business Development Officer to grow membership, lead marketing and raise the standard of member service.

Job Profile and Purpose

1. Reporting to the Chief Executive Officer, this position is directly accountable for recruitment of members, growth in deposits and loan uptake. The role plans and runs marketing, recruits members, ensures retention of members, and spearheads customer service initiatives. 

Key responsibilities

Marketing and business development

1. Develop and implement the annual marketing and business development plan and budget, aligned to the strategic plan.
2. Identify new market segments, employer groups and partnerships to grow membership and the deposit base.
3. Promote Sacco products (savings, loans, Premier Savers and other schemes) through campaigns, member forums, events and digital channels.
4. Manage the Sacco's brand, website and social media content and member communication materials.
5. Conduct market research and competitor analysis, and recommend new or improved products.
6. Monitor product performance and campaign return on investment.

Member recruitment and retention

1. Recruit new members through employer visits, workplace sensitization, referrals and outreach to member stations.
2. Ensure complete and compliant onboarding, including KYC documentation and registration.
3. Run member retention programmes and follow up on dormant and exiting members.
4. Build relationships with employers and payroll offices to secure check-off arrangements and remittances.
5. Coordinate member education and financial literacy sessions.

Customer service

1. Lead the customer service function and set service standards and turnaround times.
2. Handle member enquiries, complaints and escalations, and track them to resolution.
3. Run member satisfaction surveys and act on feedback.
4. Train frontline staff on products, service etiquette and complaint handling.
5. Support adoption of digital channels (mobile banking, member portal and the core banking system).

Reporting, compliance and administration

1. Prepare monthly and quarterly business development reports for management and the Board.
2. Maintain accurate member and prospect records in the core banking system.
3. Ensure marketing and service activities comply with SASRA guidelines, data protection law and Sacco policies.
4. Support preparation for the AGM, delegates meetings and other member events.
5. Perform any other duties assigned by the CEO.

Qualifications, experience and competencies

Minimum requirements (must have)

1. Bachelor's degree in marketing, Business Administration, Commerce, Economics or a related field from a recognized university.
2. At least 4 years' experience in marketing, sales or business development, with at least 2 years in a Sacco, bank, microfinance institution or insurance company.
3. Proven record of meeting member/customer recruitment and deposit or sales targets.
4. Proficiency in MS Office and working knowledge of a core banking system and CRM tools.
5. Compliance with Chapter Six of the Constitution of Kenya (integrity): valid certificates of good conduct (DCI), HELB clearance, KRA tax compliance, CRB clearance and EACC clearance.
6. Sacco Societies Act, SASRA regulations, Co-operative Societies Act and the Data Protection Act.
7. Sacco products: BOSA and FOSA savings, credit products, share capital.

Added advantage

1. Professional marketing qualification, e.g. Diploma/Professional Certificate from the Chartered Institute of Marketing (CIM) or the Marketing Society of Kenya (MSK) will be an added advantage.
2. Master's degree in Marketing, Business Administration (Marketing/Strategy) or a related field.
3. Membership in good standing of MSK, CIM or a related professional body.
4. Experience in a deposit-taking Sacco regulated by SASRA, or with employer-based (check-off) membership.
5. Certificate in Customer Service or digital marketing.

Competencies

1. Strong sales, negotiation and relationship-building skills.
2. Excellent communication and presentation skills in English and Kiswahili.
3. Customer focus and complaint-handling skills.
4. Planning, analytical and reporting skills.
5. Digital and social media marketing skills.
6. Team leadership and ability to train others.
7. High integrity, self-drive and willingness to travel to member stations.