Membership Manager at Kenya Association of Manufacturers

Job Purpose:

• To provide oversight and strategic direction for member’s recruitment, retention, services & customer experience. The position implements a core pillar of the KAM strategy that focuses on membership management, stakeholder management and governance with expected outcomes as follows: -

Key Objectives

• Membership recruitment and retention
• Membership services
• Customer experience
• Timely and accurate reports

Duties & Responsibilities

• Drive membership retention and recruitment, to ensure a vibrant and active network.
• Formulation, management, implementation and monitoring of membership management strategies, plans and policies.
• Provide oversight on members account management and Customer response System and Membership networking and feedback events.
• Develop and implement member satisfaction initiatives and strategies and provide an annual member satisfaction report.
• In collaboration with regional chapter operations, sectors, board working committee on Membership Affairs, provide advice on functionality and sustainability.
• In collaboration with Regional Chapters provide guidance on budget management, fundraising, income generation and expenditure for the Membership section.
• Establish service needs of members and design activities and programs to meet these needs.
• Coordinate with other managers, monitor the implementation of the Business strategic plan and
• Identifying performance gaps, instituting reviews and ensuring that membership retention and recruitment objectives are met in a timely manner.
• Perform any other duties as may be assigned by the CEO from time to time;

Requirements and Personal Attributes:

• Commerce (Marketing, Sales), Public Relations or Business Development /Management, economics, project management or its equivalent.
• At least 7 years’ experience in matters related to customer relations. Previous work experience with a Business Membership Organization is an added advantage.
• At least 3 years’ experience in a supervisory role.
• Training in management is an added advantage.
• Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.
• Great service attitude towards customer satisfaction
• Effective organizational skills and ability to multitask.
• Excellent communication and people skills
• Excellent relationship management and networking skills
• Demonstrate ability to handle pressure and perform duties well to completion
• Demonstrate ability as a team player, working to achieve own and team targets
• Keen attention to detail
• Apt in negotiating and persuading