The Director, Member Value and Customer Experience (DMVCE) shall head the
Member Value Directorate, advise the Chief Executive Officer and will serve members
by planning, organizing, implementing, and evaluating communications and
information programs; managing the annual general meeting; managing staff; ensure
customer satisfaction; increase member communication and customer loyalty;
recruitment; member development; manage daily operations and participate in new
business development.

Qualifications and experience

• Masters degree in marketing, public relations, communication or related area

• Bachelor’s degree in a relevant social science field

• Professional qualifications in marketing and/or public relations

• Being Certified Public Accountant (CPA) and a member of ICPAK in good

standing will be an added advantage.

• Membership to any other relevant professional body will be an added

advantage

• 12 years of experience in the management of a Member Services function

• Knowledge of member services function and membership

recruitment/retention activities and backend processes.

• Strong member service orientation, with the ability to problem solve and

proactively identify creative solutions to business/member issues

• Knowledge in customer service, marketing, corporate responsibility and

continuous professional development of accountancy profession.

Responsibilities

• Identifying training needs in consultation with other managers and carrying

out Seminars

• Developing and implementing E-Learning services at the Institute

• Managing the development and production of products and services created

for members

• Coordinating and negotiating arrangements for adding member programs

created by other organizations.

• Developing procedures, establishing standards and tracking member

activities to ensure member satisfaction.

• Developing and managing marketing plans for the Institute's products and

services

• Developing Marketing strategies to develop and effectively execute all

membership recruitment programs
• Streamlining operations and technical aspects of the Member Value

directorate, provide training to members, oversee marketing campaigns, and

customer care needs.

• Implementing the training calendar, customer care and marketing plans

• Adhering to the Institute's policies, standards and business practices, such

as high standards of governance and forming trade and community

partnerships with appropriate organisations

• Applying the principles of the Institute’s CSR policy in the day-to-day role and

implement a robust CSR plan and activities

• Monitoring the performance and productivity of the Member Value staff and

provide on-going feedback and training to ensure quality service

• Supervising of the directorate activities including implementation of the work

plan and Budget

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Director, Member Value & Customer Experience

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