Deputy Director, Partnership, Stakeholder Management and Resource Mobilization at Kenya Tourism Board

Key Responsibilities

• Manages the development of partnership and stakeholder management strategy and annual work plans
• Develops, executes and continuously refines multi-channel Consumer Relations and the development of programs, roadmaps, and Consumer Relation and partnership strategies.
• Develops KPI and annual targets for each audience (tourists, trade, sector, local community, KTB employees)
• Designs the communication flow and governance rules for each target audience (segmentation, frequency, max number of emails, etc.
• Approves content and creatives of each emailing campaign.
• Leads the Kenyan Industry Engagement Programme implementation, coordinating with different departments in order to provide the services of the portfolio (training, business intelligence, webinars, etc.).
• Manages database for effective market segmentation and targeting
• Sensitizes consumers on the portfolio of the Services provided by KTB to the sector using the different available channels
• Attracts and negotiates collaboration agreements with private companies to support the value return, communication and marketing of tourism products, in line with the marketing strategy
• Develops and oversees implementation of fundraising strategies, that includes yearly targets to meet the costs of the current and future programmes;
• Reviews reports and documents on activities related to resource mobilization
• Coordinates the developing and reviewing of proposals for funding;
• Ensures key strategic partners are identified and a database maintained;
• Evaluates performance of staff, mentor and coach staff in and within the department
• Provides technical advice and support on grant proposal development to the programme team members
• Develops innovative approaches in resource mobilization both  locally and internationally
• Reviews of agreements with donors and other partners
• Defines and establishes partnerships to strengthen Kenya’s destination brand power
• Monitors relationships with existing customers through CRM systems and establish satisfaction indices of the sector
• Attain the target volumes and reach the quality of contacts in the CRM and a good degree of customer retention and loyalty
• Monitors and maximize consumer retention strategies to ensure maximum return on investment
• Develops the contact plan for each target audience (sources, data structure, etc.), implement it Coordinate, and monitor the set-up of the performance dashboard.
• Monitor the implementation of marketing agreements
• Request periodical reports of emailing campaigns performance
• Manage the preparation of departmental reports.
• Resolving customer complaints quickly and efficiently
• Identify process improvements that reduce cost, improve quality and allow for the more efficient usage of organizational resources
• Develops and manages the departmental budget.
• Manage risks within the department
• Establishes team objectives, evaluate and motivate the team members to achieve them.

Key Qualifications and Experience

The ideal candidate must possess the following:

• A minimum of at least ten (10) years relevant work experience with five (5) years in direct marketing/Customer relationship management/Customer Services/Loyalty program management/Resource Mobilization with five (5) years in a supervisory position
• Master’s degree in any of the following; Marketing, Tourism Management, Business Administration or its equivalent qualification from a recognized institution
• Bachelor’s Degree in Marketing or its equivalent qualification from a recognized institution OR Bachelor’s Degree in any field from a recognized institution with Postgraduate Diploma in Marketing from a recognized institution
• Member of a relevant professional body
• Management course lasting not less than four weeks from a recognized institution
• Proficiency in computer applications