Customer/Member Service Executive

Key Responsibilities

• Assist in the development and implementation of customer/membership growth and experience strategy for the Institute.
• Assist in maintaining accurate member records to support Institute engagement programs and communication.
• Assist in managing all customer/member communications with utmost professionalism as part of continuous membership engagement and professional development support.
• Assist the Institute marketing and communication plan with focus on differentiating the IIA Kenya brand.
• Assist in Identifying and growing partnerships that support delivery of membership value propositions.
• Assist in developing and implementing internal operational procedures to support member services.
• Assist in the Institute’s sector-based forums and in-house customer/member engagements
• Assist in conducting research on member needs & service satisfaction and develop appropriate value propositions to ensure the Institute remains relevant in professional development of members.
• Assist in the customer/membership liaison with IIA Global and ensure members participate in global initiatives.
• Assist in the corporate social responsibility initiatives of the institute.
• Any other responsibilities allocated by the IIA Kenya management.

Key Requirements

• Relevant degree preferably in Commerce (Marketing, Sales), or Business Development /Management or their equivalent fields. Qualifications in digital marketing will be an added advantage.
• At least 3 years’ experience working in a customer facing role. marketing, and communication management in a professional institute or member-based organization.
• Demonstrate ability to be a team player, working to achieve own and team targets
• Demonstrate customer centric mindset with ability to problem solve and proactively identify creative solutions to business/member issues.
• Demonstrate commercial acumen to support the growth of the Institute.
• Demonstrate strong communication, organization and presentation skills.