Membership Officer at Kenya Association of Manufacturers

Job Purpose:

To provide support tthe membership department in creating member experience by providing customer experience services tKAM members and coming with strategies that will improve the retention rate in KAM and deliver intelligence through customer feedback and interactions.

Key objectives

• Membership recruitment and retention
• Database and membership Information management
• Timely and accurate reports

Duties and Responsibilities

The specific duties and responsibilities will include, but not limited tthe following:-

• Identifying and addressing process gaps and establishing policies that produce high quality member experience.
• Utilize CRM tools tcoordinate and monitor member experience.
• Manage end tend member account creation process and updating members records and contacts.
• Ensuring customer’s complaints and issues are promptly and effectively resolved and timeously.
• Analyze member data tcreate insight on trends and improve member satisfaction.
• Prepare and submit timely comprehensive reports on member detailing positive areas as well as areas of concerns.
• Customer Data Management for effective and targeted services
• Perform any other duties as may be assigned by the CEfrom time ttime;

Qualifications /Requirements:

• Degree in Commerce (Marketing, sales), Public Relations or Business Development /Management or their equivalent.
• Minimum of 5 years’ experience working in a customer facing role (in person/remote)
• Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.
• Great service attitude towards customer satisfaction
• Demonstrate ability thandle pressure and perform duties well tcompletion
• Demonstrate ability tbe a team player, working tachieve own and team targets
• Keen attention tdetail
• Apt in negotiating and persuading