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