Manager, Marketing, Member & Customer Experience at National Social Security Fund (NSSF)

Duties and Responsibilities
Specific duties and Responsibilities 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 of how to make propositional business, process and technical capabilities;
• Ensuring Development and implementation of customer service standards that ensure a consistent superior service to customers;
• Designing and implementing customer engagement/feedback and resolution mechanisms;
• Ensuring Development and implementation of service measurement tools aimed at the operational improvement of customer service delivery at all touch points;
• Ensuring that public opinion survey is gathered on a regular basis on the service of the Fund and use the feedback for service improvement;
• Ensuring proper and periodic conduct of unexpected visit 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 have long-term success by setting/revising appropriate standards in a continuous manner;
• Establishing customer segmentation system and ensures its proper implementation;
• 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, ceremonies etc. that are targeted to enhance the Fund’s customer service and relation; and
• Participating in business process re-engineering projects to review work processes, assess turnaround time and resource requirement in order to identify and eliminate redundancy of processes and resources.

Requirements for Appointment
For appointment to this grade, an officer must have:

• Bachelor’s Degree in Marketing, Business Administration or related field from a recognized institution;
• Master’s Degree in Marketing, Business Administration or related field from a recognized institution;
• Leadership course from a recognized institution;
• Professional qualification in Marketing, Business Administration or related field from a recognized institution;
• Membership to a relevant and accredited professional body such as the Marketing Society of Kenya (MSK) and in good standing;
• 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; and
• Proficiency in computer applications.