Digital, Brand & Customer Experience Manager

Location: Nairobi, Head Office
Industry: General Insurance
Reports to: Chief Operating Officer

About the Role

We are seeking a strategic, innovative, and customer-centric professional to join our team as the Digital, Brand & Customer Experience Manager. This pivotal role is responsible for driving the company’s digital transformation, strengthening brand visibility, and delivering outstanding customer experiences. You will lead digital marketing initiatives, manage brand identity and communication, and oversee customer care operations across all platforms.

The ideal candidate will play a key role in enhancing brand equity, driving customer satisfaction and loyalty, and contributing to the company’s growth and competitive advantage within the insurance industry.

Key Responsibilities

Strategic Leadership

Develop and implement customer experience strategies that are aligned with the overall business objectives.
Contribute to the development of corporate strategies, annual plans, budgets, and performance monitoring as a member of senior management.

Team Management

Lead, mentor, and manage high-performing digital marketing and customer experience teams.
Support staff development through coaching, training, performance appraisals, and succession planning.

Customer Experience & Retention

Drive customer acquisition and retention strategies in collaboration with Sales and Marketing.
Manage customer engagement initiatives and ensure timely and professional handling of inquiries and complaints.

Digital & Brand Strategy

Design and execute digital marketing strategies aligned with business goals.
Manage the organization’s digital platforms, including the website, email campaigns, blogs, and social media.
Oversee brand positioning, marketing campaigns, and public relations to build and protect the company’s brand reputation.
Ensure consistency in brand messaging across all communication channels.

Performance Monitoring & Reporting

Track and analyze key performance indicators KPIs to evaluate the effectiveness of digital and customer experience initiatives.
Generate reports and insights to support informed decision-making and continuous improvement.

Compliance & Innovation

Ensure all digital and customer experience initiatives comply with data protection and marketing regulations.
Stay current with emerging technologies and digital trends to maintain a competitive edge.

Operational Excellence

Support the preparation and execution of departmental budgets and work plans.
Implement effective accountability structures and performance monitoring tools.
Ensure adherence to operational risk controls and internal compliance standards.

Qualifications and Experience

A Bachelor’s degree in Marketing, Communications, Business Administration, Public Relations, or a related field is required.
A Master’s degree or professional certification in Digital Marketing, Customer Experience, or Brand Management is an added advantage.
At least six 6 years of progressive experience in digital marketing, branding, and customer experience, with a minimum of three 3 years in a senior leadership role.
Demonstrated ability to lead cross-functional teams, manage complex projects, and deliver measurable business outcomes.

Africa Merchant Assurance Company ltd

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Digital, Brand & Customer Experience Manager