Community Growth Officer

Role Overview

The Community Growth Officer will help eWATER’s water systems build lasting local support and turn customer registrations into regular use. Working in the field and alongside customer care, technical, scoping and marketing colleagues, the officer will use community relationships, customer feedback and performance data to improve uptake, revenue and service experience across new and established systems.

Key Responsibilities

• Plan and deliver community activities that encourage sustained water use, strengthen customer experience and support revenue growth.
• Guide community adoption after new systems launch, helping customers move from registration to ongoing use.
• Build constructive working relationships with customers, community leaders, chiefs, county officials and other local stakeholders.
• Identify concerns affecting community trust or service uptake, coordinate responses and follow through on agreed actions.
• Develop locally relevant initiatives that combine social value with commercial sustainability, including community enterprise opportunities and better service for schools, healthcare facilities and other institutions.
• Coordinate with customer care and technical teams to investigate customer issues and ensure appropriate follow-up.
• Support community-based personnel and organise customer communications, sensitisation and other local engagement activities.
• Review dashboards and field feedback to track water use, revenue, satisfaction, engagement and emerging risks; use findings to prioritise improvements and share lessons with colleagues.

Requirements & Qualifications

• Experience in community engagement, customer-facing service delivery or field-based programme management.
• Demonstrated ability to build relationships with communities, local leaders and public-sector stakeholders in Kenya.
• Experience coordinating projects, initiatives or field teams.
• Strong interpersonal, written and verbal communication, and problem-solving skills, including sound judgement in sensitive situations.
• Organised and self-directed, with the initiative to work independently and take responsibility for outcomes.
• Comfortable using data and performance measures to inform decisions, and able to learn new tools quickly.
• Fluent in spoken and written English and Swahili.
• High integrity, cultural sensitivity and a results-focused approach.
• Experience in community development or customer growth is an advantage, as is working with county governments or local leaders.