Member Care Manager

PROFILE INTRODUCTION

Our client a reputable and growing Sacco is seeking to recruit a Member Care Manager to lead efforts in fostering a strong memberfocused culture across the organization. The role is responsible for driving service excellence by enhancing engagement strengthening member relationships and improving satisfaction and retention. This position calls for a strategic and empathetic leader who can implement innovative solutions promote effective communication and deliver personalized experiences that align with the Sacco s values and growth objectives.

DUTIES AND RESPONSIBILITIES

1. Cultivating a MemberCentric Culture

• Foster a deeprooted commitment to understanding and prioritizing member needs.
  
• Train staff to adopt a proactive mindset focused on exceeding member expectations.
  
• Establish feedback to continuously capture analyze and act on member insights to refine services.
  

2. Enhancing Member Engagement and Interaction

• Implement a structured member engagement strategy with touchpoints across digital and physical channels.
  
• Personalize interactions by leveraging member data to provide tailored financial solutions and services.
  
• Establish regular communication through newsletters webinars forums and personalized checkins.
  

3. Strengthening Member Relationships and Loyalty

• Build longterm connections with members through trust transparency and personalized service.
  
• Offer loyalty and reward programs to recognize and appreciate members continued participation.
  
• Organize networking opportunities that allow members to interact share experiences and grow within the Sacco community.
  

4. Optimizing Internal Communication for Member Support

• Develop efficient internal communication workflows to ensure seamless coordination in resolving member cases.
  
• Use systems to track monitor and resolve member issues efficiently.
  
• Encourage interdepartmental collaboration to provide holistic solutions to member concerns.
  

5. Delivering Exceptional Customer Care

• Implement a bestinclass customer care journey to ensure swift responses and high satisfaction levels.
  
• Train frontline staff to handle inquiries professionally and empathetically.
  
• Utilize multiple service channels including digital platforms call centers and inperson support to ensure accessibility.
  

6. Leading Innovation to Enhance Member Value

• Invest in technologydriven solutions such as digital banking selfservice portals and AIdriven support.
  
• Regularly introduce new products and services that align with evolving member needs.
  
• Encourage a culture of continuous innovation through staffdriven and memberdriven ideas.
  

7. Creating Engaging and Fun Member Experiences

• Organize financial literacy events social gatherings and interactive activities to keep members engaged.
  
• Develop engagement strategies such as contests game incentives and community challenges.
  
• Foster a friendly and dynamic environment that makes members feel valued and excited about being part of the Sacco.
  

8. Building a Thriving Membership Community

• Create an exclusive space where members can interact share ideas and support one another.
  
• Encourage members to be brand ambassadors by rewarding referrals and active participation through initiatives like Mlete Ndani.
  

9. Ensuring Member Security Trust and Assurance

• Maintain high standards of financial security data protection and ethical service delivery.
  
• Provide clear and transparent communication regarding products policies and financial matters.
  
• Offer insurance financial advisory and risk mitigation services to safeguard members interests.
  

10. Fostering Member Happiness Satisfaction and Retention

• Continuously monitor and improve the member experience through satisfaction surveys and engagement metrics.
  
• Implement personalized recognition programs to celebrate members milestones and contributions.
  

Requirements

MINIMUM REQUIREMENTS

Bachelor s degree in business administration Customer Service Marketing or a related field.

Minimum of 8 years of experience in member/customer service with at least 3 years in a leadership role within a fastpaced organization.

Experience in the financial services sector is an added advantage.

Strong understanding of customer relationship management (CRM) systems and digital engagement strategies.

Excellent leadership communication and interpersonal skills.

Proven ability to develop and implement member engagement strategies.