Membership Accounts Executive

Kenya Association of Manufacturers is the representative organisation for manufacturing value-add industries in Kenya. Established in 1959 as a private sector body, KAM has evolved into a dynamic, vibrant, credible and respected business association that unites industrialists and offers a common voice for businesses.

The Membership Accounts Executive at the Kenya Association of Manufacturers is responsible for boosting member satisfaction by driving engagement, recruitment, and retention efforts. This involves delivering outstanding customer service, efficiently managing member accounts, maintaining precise membership data, and implementing strategies designed to enhance member value and loyalty within the organization.

1. Identify and address process gaps, developing policies and procedures to enhance member experience.
2. Ensure member complaints and issues are resolved promptly and effectively within agreed turnaround times.
3. Analyze member data to identify trends and improve member satisfaction.
4. Drive membership recruitment, retention, and engagement to maintain a vibrant and active member network.
5. Manage the end-to-end member account creation process and maintain accurate member records.
6. Coordinate and monitor member interactions through the Customer Relationship Management (CRM) system.
7. Communicate with members through quarterly regional newsletters and other relevant communication channels.
8. Maintain accurate member data to support effective and targeted service delivery.
9. Analyze member data and generate insights to support strategic decision-making and service improvement.
10. Prepare and submit timely reports on member engagement, trends, achievements, and areas requiring attention.
11. Use data and member feedback to recommend and implement continuous improvement initiatives.

1. Bachelor's Degree in Business Administration (Marketing Option), Marketing, Communications or Public Relations.
2. Minimum of five (5) years' experience in customer relationship management, membership management, customer service, account management, business development or a related field.
3. Experience using Customer Relationship Management (CRM) systems to manage member databases, track interactions, and support member engagement initiatives.
4. Excellent communication skills to engage members professionally through written and verbal communication, providing clear information and maintaining positive member relationships.
5. Strong negotiation and influencing skills to persuade and engage prospective and existing members, addressing concerns, and facilitating mutually beneficial outcomes.
6. Proven networking and relationship management abilities to build and sustain productive relationships with members, industry stakeholders, and business partners.
7. Results-oriented approach demonstrating commitment to achieving membership recruitment, retention, and revenue targets while delivering high-quality service.
8. Proficient in data management and analytical skills for collecting, maintaining, analyzing, and reporting membership data to support decision-making.
9. Skilled in utilizing Customer Relationship Management (CRM) systems to manage member records, track interactions, monitor pipelines, and support membership growth initiatives.