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 member-focused 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 Member-Centric Culture

• Foster a deep-rooted 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 check-ins.
  

3.     Strengthening Member Relationships and Loyalty

• Build long-term 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 best-in-class ‘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 in-person support, to ensure accessibility.
  

6.     Leading Innovation to Enhance Member Value

• Invest in technology-driven solutions such as digital banking, self-service portals, and AI-driven support.
  
• Regularly introduce new products and services that align with evolving member needs.
  
• Encourage a culture of continuous innovation through staff-driven and member-driven 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 fast-paced 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.