Head of Marketing and Customer Experience at Safaricom Investment Co-operative (S.I.C.)

We are seeking a Head of Marketing and Customer Experience to lead the strategic marketing of SIC products which include housing projects, VAS, New ventures, Investment products and land business, while also overseeing the end-to-end customer experience function, ensuring consistent service quality and customer satisfaction across all touchpoints.

What You Will Do

• Setting up structured and strategic marketing initiatives to drive visibility and sales.
• Leading cross-functional teams and managing large budgets and ensure that they handle increasing customer interactions, manage expectations, and resolve issues proactively.
• Ensure competitive brand positioning, campaigns are targeted and ROI-driven, and customers receive seamless experiences throughout the lifecycle from awareness to after-sales support.
• Come up with strategies to enhance brand reputation, increased sales, and improved customer retention.
• Developing and executing CX and marketing strategies for housing and land products.
• Leading branding, advertising, digital marketing, events, and public relations.
• Collaborating with sales, product, and technical teams to ensure aligned go-to-market execution.
• Tracking KPIs related to campaign performance, client satisfaction (NPS), Lead generation and customer retention.

Qualifications

• Bachelors Degree in Marketing, Business Administration, Communications, Public Relations or a related field
• Masters Degree in Marketing, Strategic Management, Communication, Public Relations or any related MBA is desirable.
• 7-12 years of progressive experience in marketing and CX, with at least 3-5 years in a senior leadership or strategic role.
• Must be a Member of Marketing Society of Kenya in good standing or any other relevant professional body.
• Proven experience in: Brand management, Digital, ATL and BTL marketing, Customer experience strategy and implementation, Data-driven marketing and use of analytics tools