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  • Posted: Apr 24, 2024
    Deadline: May 1, 2024
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.
    Read more about this company


    Digital Channels Tech Lead

    • The Digital Channels Tech Lead is responsible for overseeing the development, deployment, and maintenance of digital channels through which customers interact with IT services, products, and platforms.
    • The role focuses on optimizing digital channels to enhance user experience, drive engagement, and achieve organizational objectives.
    • The Digital Channels Tech Lead in IT plays a critical role in driving digital transformation, enhancing user engagement, and delivering value through digital channels.
    • They combine strategic thinking, technical expertise, and user-centered design principles to create compelling digital experiences that meet user needs and support organizational objectives.
    • This role is responsible for the stability of all Digital Channels platforms through building and maintaining robust Portals, ChatBots and Apps ecosystems for Safaricom customers.


    Digital Channels Strategy

    • Develop and execute a comprehensive digital channels strategy aligned with organizational goals and user needs. This involves identifying target audiences, defining channel objectives, and prioritizing initiatives to improve digital engagement and drive business outcomes. 

    Channel Development and Enhancement

    • Lead the development, enhancement, and optimization of digital channels, including websites, mobile applications, portals, social media platforms, chatbots, and other digital touchpoints.
    • Collaborate with cross-functional teams to define requirements, design user interfaces, and implement features that enhance usability and functionality. 

    User Experience (UX) Design

    •  Ensure that digital channels provide intuitive, seamless, and engaging user experiences. 
    • Work closely with UX/UI designers to conduct user research, create wireframes and prototypes, and iterate designs based on user feedback and usability testing. 

    Content Management

    • Oversee the creation, curation, and management of digital content across various channels. 
    • Develop content strategies, maintain editorial calendars, and ensure consistency in messaging, branding, and tone across all digital touchpoints. 

    Technology Integration and Platform Management

    •  Collaborate with IT teams to integrate digital channels with backend systems, databases, and third-party platforms. 
    • Select, implement, and manage digital channel management platforms, content management systems (CMS), customer relationship management (CRM) systems, and marketing automation tools. 

    Performance Monitoring and Analytics

    • Define key performance indicators (KPIs) and metrics to measure the effectiveness and performance of digital channels. 
    • Utilize analytics tools and data analysis techniques to track user engagement, conversion rates, customer behavior, and other relevant metrics.
    • Generate reports, analyze trends, and identify opportunities for optimization and improvement. 

    Optimization and Testing

    • Conduct A/B testing, multivariate testing, and usability testing to optimize digital channels for maximum effectiveness and user satisfaction. Iterate designs, features, and content based on test results and user feedback to continuously improve performance and user experience. 

    Compliance and Security

    • Ensure that digital channels comply with relevant laws, regulations, and industry standards related to data privacy, security, accessibility, and digital rights management. 
    • Implement measures to protect user data, secure transactions, and mitigate cybersecurity risks. 

    Stakeholder Management and Collaboration 

    • Collaborate with internal stakeholders, including marketing, sales, customer service, IT, and business units, to align digital channel initiatives with organizational objectives and priorities.
    • Communicate progress, share insights, and solicit feedback to foster collaboration and support cross-functional alignment. 

    Continuous Improvement and Innovation

    •  Stay abreast of emerging trends, technologies, and best practices in digital marketing, user experience design, and technology platforms. 
    • Explore opportunities for innovation, experiment with new tools and techniques, and lead initiatives to drive continuous improvement and innovation in digital channel delivery.

    IT Operations and Support

    •  Responsible for managing operations and service uptime of all platforms within Retail, Franchise and Field 
    • Responsible for N-1 patch management for Apps, Portals and ChatBots
    • Responsible for setting up SRE processes within the Digital Channels domain


    • Bachelor’s degree in engineering/technology/computer science or relevant field along with technical qualifications, or equivalent qualification(s). 
    • At least Five (5) to Seven (7) years’ knowledge and experience in the relevant field. 
    • Extensive experience in Digital Marketing, UX Design, Content Management Systems, and Data Analysis.
    • Extensive experience in Tech strategic planning, IT delivery, organization design and development. 
    • Solid technical background, with hands-on experience in automated; agile environments delivering infrastructure; monitoring and tooling. 
    • Possess high professional and ethical standards. 
    • Be a strategic thinker with an analytical mind.

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    Monitoring Evaluation Reporting and Learning Officer


    • Reporting to the Monitoring, Evaluation Reporting and Learning (MERL) Manager, working across both the Safaricom and MPESA Foundations, the role holder is responsible for implementation of the strategies, advocacy of the strategic pillars, thought leadership within the pillar, stakeholder engagement, Monitoring and evaluation. The role is fixed term contract (1 year), renewable for 2 years based on performance.


    Project/programme Management: Support the MERL Manager to: 

    • Develop different programmes and projects based on the Foundations’ strategy and or investment frameworks.
    • Provide end to end Management of Foundations projects and programmes cutting across all philanthropy and strategic programmes/projects according to the Foundations’ project/programme identification guidelines.
    • Manage Foundation partners’ work plans to ensure alignment with financial disbursements – reviews, reporting, dashboards.
    • Provide end to end Management of respective strategic pillar programmes – development, partnerships, implementation, budgets, M&E and reporting.
    • Provide technical advisory and programmatic support to the Foundation’s projects and programmes.
    • Develop and implement knowledge sharing culture among the Foundations’ partners in the Foundations’ strategic areas of focus related to national, regional, and international priorities.
    • Lead the delivery of the respective region’s CSI engagement for impactful projects/programmes.
    • Manage research on programmes/projects to include contextual research on topical areas related to the Foundations’ strategies to ensure that investments remain aligned to local and global priorities.

    Communications: Support the MERL Manager to: 

    • Provide overall positioning of the Foundations’ mission as a caring partner, including stakeholder engagement, public relations, internal and external communications (in collaboration with the Corporate Communications department)

    Partnerships and special projects - Support the MERL Manager to: 

    • Manage the ISO 26000 engagement within the Foundations for continuous improvement – audits, trainings.
    • Represent the Foundations in key meetings and forums.


    • Bachelor’s degree from a recognized university preferably in Monitoring and Evaluation, Social Sciences, Sociology, with 4 years’ experience  
    • Four years of M&E/project/programme management experience and working experience in a busy environment
    • Excellent understanding of development partnerships, fund-raising, donor strategies, functions and international relations. 
    • Certification/post graduate diploma in project management, Philanthropy project management, Monitoring & Evaluation by a recognized professional body will be an added advantage

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    Foundations Operations Officer


    • Reporting to the Foundations operations Manager, the role will ensure smooth and timely operations of the Foundations as per pre-agreed SLAs. Working with the Operations Manager, the role will support Foundations’ Boards of Trustees’ documentation management, Foundations’ administration, Partners management and documentation, Community engagement, employee engagement, brand positioning, regional engagement while adhering to ISO 26000 guidelines relevant to the role. The role is fixed term contract (1 year), renewable for 2 years, based on performance.


    Support the Manager, Foundations Operations in: 

    Foundations Operations 

    • Foundations’ proposal review and reporting process to ensure quicker turn round. 
    • Correspondence management 
    • Board papers’ ad minutes management according to SLAs 
    • Management of Foundations’ filing/document management system 

    Employee Engagement 

    • Updating and operationalisation of the employee engagement framework 
    • Manage the employee engagement programme – e.g. Secondment, Shiriki Heroes, mentorship and coaching, community engagement, reporting
    • Document, report and share results and learnings of employee engagement on monthly and quarterly basis 

    Brand positioning 

    • Timely liaison with the agencies, business partners and staff on events- briefing, planning, execution for both internal and external events for the Foundation 
    • Manage the monthly, quarterly, and annual analysis and reporting on events to inform planning and execution of subsequent events.
    • Maintain all Foundations’ brand assets – audits and updating.

    Documentation of the Board of Trustees’ Meetings

    • Manage timely documentation for the Foundations’ Board of trustees– Board packs, minutes, and related documents as per SLAs
    • Coordinate delivery of the recommendations/action points from the Foundations’ Board meetings. 

    Partner Management and Documentation 

    • Coordinate Foundations’ quality proposal reviews and summaries for the Trustees within the stated SLAs
    • Provide monthly proposal review analytics based on the numbers, themes etc 
    • Manage programmes/projects documentation for easy retrieval – proposals, queries, feedback communication, reports, photos, videos, success stories etc 
    • Manage the updating of the Foundations’ projects/programmes’ tracker. 


    • Bachelor’s degree in a business related field e.g. Development Studies, Economics, Marketing, Communications, Sociology 
    • 3-5  years of experience in a busy community facing environment   
    • Ability to set priorities and to lead planning processes; 
    • Ability to execute tasks with eye on details 
    • Ability to think critically, objectively and strategically.
    • Excellent analysis and report writing skills 
    • Excellent communication and interpersonal skills 
    • Excellent writing skills coupled with eye on details 
    • Excellent adherence to strict timelines 
    • Excellent group/team organisation skills
    • Excellent adherence to strict timelines 
    • Excellent group/team organisation skills 

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    Business Manager - Sustainable Business, Social Impact & MPESA Foundation


    Reporting to the Director - Sustainable Bus, Social Impact & MPESA Foundation   the position holder: 

    • is an advisor to the Director on strategic initiatives, performance improvement of the organization, and assisting the Director in achieving business results. Lead the elements of strategic planning & implementation within the company by providing solutions to businessissues & challenges.
    • Develops and maintains effective working relationships with the Foundations’   Board,and external partners.
    • Provides ongoing support to the director on all Foundation related boards and prepares the boardpack
    • Prepares Business reports for all the ESG boards 
    • Provides ongoing support to the Director on general department issues, informing the Director of system-wide matters needing attention to enable the Director to focus on more strategic challenges and better optimize use of time.
    • Researchs, benchmarks, publishesacccurate and information for decision making as well as providingthought leadership on changes taking place withinthe industry.
    • Plays a key role in providing insights and analytics on Business  performance.
    • Supports the business in the strategic projects rollout and ensures trackingof progress, using information integrated from varied systems and sources.
    • Is responsible for leading& coordinating all administrative tasks within the Director’s office and ensures the efficient running of the Director's office.
    • Communicates and coordinates internal and externalinformation from the Director’s office to the Business Unit directors and partners.
    • Prepares agenda, researches and document information for meetings involving issues and projects deemed necessary by the Director; proactively ensures successful execution of above.


    Strategy Formulation & Alignment

    • Lead the strategic mapping process for the division.
    • Research on new methodology on Strategic Management to match to business needs.

    Strategy Execution

    • Facilitate the roll-out of the strategy. Work with divisional leads to ensure implementation of best practice
    • Champion the process improvement within the businessto attain strategic     objectives
    • Partners in delivery of strategic programs across divisions for turnarounds by tracking & monitoring the roll out
    • Monthly reporting on progressof implementation of agreed strategyaction plans.

    Projects Management

    • Take leadership in strategic projects/initiatives in relating to overall company strategy.
    • Oversee the formulation, implementation, and review of Safaricom Strategic projects.
    • Oversee justifications and due diligence for all business acquisitions and key projects undertaken by the business.
    • Lead the Integration of acquired businesses.

    Products Gate and Governance

    • Drive the Governance and Gate process for all products and Services.

    Business Intelligence & Thought Leadership

    • Consistently monitoring operating environment activities of strategic interest and provide thought leadership on changes taking place in the industry.
    • Research on new areas of business that Safaricom can gain strategic advantage over its competitors
    • Seek intelligence on competitor strategyfrom industry experts,Telecom analysts and other media whilst maintaining highest ethicalstandards.

    Costs Containment

    • Review and advice the Director on overall company cost management initiatives.
    • Prepare the department’s budget and forecasts in line with the companypolicy and manage the department’s Expenditure.

    People Management

    • Oversee the team
    • Work and manage in a matrix structure Coaching, mentoring, and delegating when need be.


    • A Bachelor’s degree
    • Project Management certification Prince II or PMP and / or Six Sigma Yellow or Green Belt.
    • Have 5-8  years work experience in the Telecom/ICT space of FMCG; 3 of which must be in senior Management
    • Minimum 5 years’ experience in project management and information technology
    • Minimum 5 years leadership experience in a cross-functional or matrix organization.
    • Requires strong experience in business and solution development, project/program management, and project delivery in a technology space.
    • Experience developing complex, multi-year project plans to meet business objectives within budget
    • Very Strong understanding of the project management and testing life cycle
    • Ability to interacteffectively with variouslevels within the organization
    • Proven experience in risk management and change management
    • Proficient in project management software
    • Excellent verbal and written communication skills
    • Ability to effectively communicate and present to all levels ofthe organization includingEXCO
    • Solid understanding of project management methodology to identify and communicate issues,risks and dependencies across a large-scale program

    Method of Application

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