Marketing & Customer Experience Manager
Job Description
Marketing & Brand Strategy: Develop and execute multi-channel marketing campaigns, manage digital marketing and social media, oversee media relations, and control marketing budgets. Customer Experience & Call Center Operations: Lead call center operations, establish and monitor call center KPIs (service levels, resolution rates, CSAT), implement quality assurance processes, and resolve customer issues. Partnerships & Stakeholder Management: Design joint marketing initiatives, evaluate strategic partnership opportunities, and manage key vendor and agency relationships. Research & Innovation: Conduct market research, evaluate industry trends, analyze competitive insights, and drive data-driven customer engagement strategies.
Education & Experience
Education
Bachelor's degree in Marketing, Communications, or a related field (Membership with Public Relations Society of Kenya is an added advantage)
Experience Level
Minimum of 8 years' experience in marketing, communications, or customer experience management, preferably in a service-oriented industry
Additional Information
Company: Kenindia Assurance Company Limited. https://kenindiahr.peoplestr.com/jobportal. Reporting Line: Chief Operating Officer.