Member Care Manager at Stratostaff

DUTIES AND RESPONSIBILITIES   

• Cultivating a Member-Centric Culture
• Foster a deep-rooted commitment to understanding and prioritizing member needs.
• Train staff to adopt a proactive mindset focused on exceeding member expectations.
• Establish feedback to continuously capture, analyze, and act on member insights to refine services.
• Enhancing Member Engagement and Interaction
• Implement a structured member engagement strategy with touchpoints across digital and physical channels.
• Personalize interactions by leveraging member data to provide tailored financial solutions and services.
• Establish regular communication through newsletters, webinars, forums, and personalized check-ins.
• Strengthening Member Relationships and Loyalty
• Build long-term connections with members through trust, transparency, and personalized service.
• Offer loyalty and reward programs to recognize and appreciate members' continued participation.
• Organize networking opportunities that allow members to interact, share experiences, and grow within the Sacco community.
• Optimizing Internal Communication for Member Support
• Develop efficient internal communication workflows to ensure seamless coordination in resolving member cases.
• Use systems to track, monitor, and resolve member issues efficiently.
• Encourage interdepartmental collaboration to provide holistic solutions to member concerns.
• Delivering Exceptional Customer Care
• Implement a best-in-class ‘customer care journey’ to ensure swift responses and high satisfaction levels.
• Train frontline staff to handle inquiries professionally and empathetically.
• Utilize multiple service channels, including digital platforms, call centers, and in-person support, to ensure accessibility.
• Leading Innovation to Enhance Member Value
• Invest in technology-driven solutions such as digital banking, self-service portals, and AI-driven support.
• Regularly introduce new products and services that align with evolving member needs.
• Encourage a culture of continuous innovation through staff-driven and member-driven ideas.
• Creating Engaging and Fun Member Experiences
• Organize financial literacy events, social gatherings, and interactive activities to keep members engaged.
• Develop engagement strategies, such as contests, game, incentives, and community challenges.
• Foster a friendly and dynamic environment that makes members feel valued and excited about being part of the Sacco.
• Building a Thriving Membership Community
• Create an exclusive space where members can interact, share ideas, and support one another.
• Encourage members to be brand ambassadors by rewarding referrals and active participation through initiatives like “Mlete Ndani.”
• Ensuring Member Security, Trust, and Assurance
• Maintain high standards of financial security, data protection, and ethical service delivery.
• Provide clear and transparent communication regarding products, policies, and financial matters.
• Offer insurance, financial advisory, and risk mitigation services to safeguard members' interests.
• Fostering Member Happiness, Satisfaction, and Retention
• Continuously monitor and improve the member experience through satisfaction surveys and engagement metrics.
• Implement personalized recognition programs to celebrate members' milestones and contributions.

Requirements

MINIMUM REQUIREMENTS

• Bachelor’s degree in business administration, Customer Service, Marketing, or a related field.
• Minimum of 8 years of experience in member/customer service, with at least 3 years in a leadership role within a fast-paced organization.
• Experience in the financial services sector is an added advantage.
• Strong understanding of customer relationship management (CRM) systems and digital engagement strategies.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to develop and implement member engagement strategies