Marketing & Customer Experience Manager

Role Overview

This leadership position sits at the intersection of marketing, brand stewardship, and customer experience. You will own the full arc of how the company presents itself to the market and how customers perceive every interaction, from first digital touchpoint to ongoing relationship. Day to day, you balance strategic planning with hands-on execution: guiding multi-channel campaigns, shaping corporate messaging, overseeing media and PR relationships, and aligning your team to deliver a seamless, high-quality customer journey that drives measurable business results.

Key Responsibilities

• Develop and drive comprehensive marketing and brand strategies that align with business growth objectives and reinforce a consistent, differentiated market presence.
• Lead the design and execution of digital marketing initiatives, including paid, owned, and earned channels, adapting tactics based on performance data and emerging platform trends.
• Direct corporate communications and public relations efforts, including drafting press materials, managing media inquiries, and proactively building relationships with journalists and industry influencers.
• Map and improve the end-to-end customer journey, identifying friction points and implementing solutions that elevate satisfaction, retention, and advocacy across all service touchpoints.
• Oversee content creation and brand storytelling, providing clear art direction for photography and videography while maintaining rigorous editorial standards across all written and visual outputs.
• Manage external agencies, freelancers, and cross-functional internal teams, ensuring projects stay on brief, on budget, and on deadline.
• Establish KPIs for marketing effectiveness, customer experience quality, and communications impact; analyse results and report actionable insights to senior leadership.
• Coach and mentor a team of marketing and customer experience professionals, fostering a culture of creativity, accountability, and continuous development.

Requirements & Qualifications

• Bachelor’s degree in Marketing, Communications, Business, or a closely related discipline.
• At least 8 years of progressive experience in marketing, communications, or customer experience management, with a strong preference for candidates from service-oriented industries such as financial services, hospitality, telecom, or professional services.
• Proven hands-on experience building and executing digital marketing strategies, including SEO/SEM, social media, email marketing, and analytics-driven campaign optimisation.
• Solid working knowledge of public relations, media relations, and corporate communications in a corporate or agency environment.
• Demonstrated track record of leading teams, managing external agencies, and steering complex cross-functional initiatives from conception to delivery.
• Exceptional communication, writing, and editing skills, with the ability to distil complex ideas into clear, compelling messaging for varied audiences.
• Strong analytical and strategic thinking, comfortable making decisions backed by data and customer insight.
• Excellent organisational and project management skills, with the ability to balance competing priorities in a fast-paced setting.
• Familiarity with photography and videography principles enough to direct creative teams and shape brand assets.
• Membership or active affiliation with the Public Relations Society of Kenya is considered an added asset, though not mandatory.