Member Affairs Manager at CDL Human Resource

Key Responsibilities

• Member Recruitment & Onboarding: Develop and execute strategies to grow the membership base targeting private hospitals, nursing homes, outpatient and stand-alone dental, renal dialysis and specialized facilities. Manage the end-to-end onboarding process for new members.
• Retention & Engagement: Design and implement member retention programs. Act as the first point of contact for member grievances, ensuring timely resolution and high satisfaction levels.
• Advocacy Support: Collect and synthesize member feedback on issues including but not limited to regulatory, commercial, legal and tax to inform our client’s lobbying and advocacy efforts with the relevant stakeholders.
• Chapter Coordination: Oversee the activities of regional branches to ensure alignment with the national office and provide localized support to members.
• Value-Added Services: Identify and negotiate partnerships (e.g., with equipment suppliers or insurance firms) that provide exclusive benefits and discounts to our client’s members.
• Event Management: Lead the planning and execution of the Annual General Meeting (AGM), convention, regional workshops and Continuing Medical Education (CME) sessions, among others.
• Communication: Manage the membership database and oversee the distribution of newsletters, policy updates, and industry alerts to the membership.

Skills and Competencies

Core Competencies

• Stakeholder Management: Ability to navigate relationships with diverse hospital owners, medical superintendents, and government officials.
• Strategic Thinking: Ability to analyze healthcare trends and translate them into actionable member benefits.
• Negotiation: Skill in negotiating corporate partnerships and resolving disputes between members or with third parties.
• Communication: Proficient in both written and oral communication. Confident in presenting at high-level forums and leading member town halls.

Technical Skills

• CRM Proficiency: Experience using Customer Relationship Management (CRM) software to track member interactions and dues.
• Policy Analysis: Basic understanding of the Kenyan Healthcare Regulatory framework (Health Act, KMPDC Act, SHIF regulations) and other relevant legal and commercial frameworks with direct/indirect bearing on hospital operations.
• Data Analytics: Ability to generate and interpret membership growth and churn reports.
• Networking: Ability to network and grow relationships that are useful in advancing the interests of the association.

Requirements

Academic Qualifications & Experience

• Degree: Bachelor’s Degree in Healthcare Management, Business Administration, Public Relations, or Social Sciences.
• Post-Graduate: A Master’s degree in Public Health (MPH) or Strategic Management is highly desirable.
• Professional Membership: Active membership in a relevant professional body (e.g., Health Systems Management Association - HeSMA).
• Experience: At least 5–7 years of experience in a membership-based organization, ideally within the healthcare or professional services sector, with at least 3 years in a management role.