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The Institute of Certified Public Accountants of Kenya (ICPAK)
Director, Member Value & Customer Experience
Nairobi
• Kenya
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The Institute of Certified Public Accountants of Kenya (ICPAK)Profession (Governmental)
Industry (Business, strategic management)
Aeronautics,Agriculture, fishing, forestry,Automotive,Banking, microfinance, insurance,Computers, software development and services,Consulting, business support, auditing,Education, academic,Electronics,Energy, utilities, environment,Engineering, architecture,Finance & FinTech,Financial Services,Governmental,Health care, medical,Manufacturing,Non-profit, social work,Real estate,Restaurant, hospitality, travel,Retail, wholesale, FMCG,Telecommunications,Transportation, logistics, storage,
Seniority (Business, strategic management, Governmental)
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Description
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.
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
• Streamlining operations and technical aspects of the Member Value
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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