Digital, Brand & Customer Experience Manager
2025-05-14T20:59:00+00:00
Africa Merchant Assurance Company ltd
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_8146/logo/afri.png
https://www.amaco.co.ke/
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Insurance
Advertising & Marketing
2025-05-28T17:00:00+00:00
Kenya
8
Digital, Brand & Customer Experience Manager
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.
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.
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.
JOB-682504149207e
Vacancy title:
Digital, Brand & Customer Experience Manager
[Type: FULL_TIME, Industry: Insurance, Category: Advertising & Marketing]
Jobs at:
Africa Merchant Assurance Company ltd
Deadline of this Job:
Wednesday, May 28 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Wednesday, May 14 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Digital, Brand & Customer Experience Manager
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.
Work Hours: 8
Experience in Months: 72
Level of Education: bachelor degree
Job application procedure
Interested and qualified? Go to Africa Merchant Assurance Company ltd on hrms.amaco.co.ke to apply
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