Senior Associate – Customer Engagement
2025-11-10T14:27:46+00:00
Food4Education
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_8972/logo/Food%204%20education.jpeg
https://food4education.org/
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Nonprofit, and NGO
Management,Customer Service,Education
2025-11-28T17:00:00+00:00
Kenya
8
The Senior Associate – Customer Engagement is a cross-functional leader responsible for delivering an outstanding experience to learners, parents, and school communities through coordinated engagement, customer support, and digital strategies.
You will oversee a team of 13 (3 direct reports) across customer service, quality assurance, and reconciliation, while also directly leading CRM and USSD strategy. Your leadership will ensure every parent-facing touchpoint—whether digital, phone, or in-person—is empathetic, clear, and impactful.
We’re looking for someone with a positive, can-do attitude, who is solution-oriented, thrives with shifting dynamics, and is eager to build meaningful connections with parents and communities.
Our Values
At Food for Education, our values are guiding principles that provide us with purpose and direction and set the tone for our interactions with all stakeholders:
- Build with excellence and curiosity - We’re not afraid to try new things and iterate as much as we can to find the best and most efficient way to get results;
- Be the change you seek - We acknowledge that continuous improvement is a shared responsibility;
- We do what we say; and say what we do - We embrace an ownership mentality;
- Ask why; and commit- Share openly and question respectfully and commit fully. When we understand the why, we are able to work with a purpose.
Key Initiatives You’ll Lead
Beyond daily operations, you will drive strategic initiatives that raise the bar on parent and community engagement:
- Parent-Facing Touchpoints: Audit and improve every parent interaction (calls, WhatsApp, USSD, SMS, community forums) to ensure clarity, empathy, and trust.
- Omnichannel Engagement: Launch a unified engagement strategy that integrates phone, social media, digital, and offline channels into one seamless parent experience.
- Proactive Communication & Education: Build programs that anticipate parent questions through onboarding, FAQs, guides, and multilingual resources.
- Data-Driven CX Innovation: Leverage CRM insights, dashboards, and feedback loops to launch pilots, test new ideas, and scale what works.
Core Focus Areas (ENGAGE Framework)
- E – Experience: Deliver exemplary learner, parent, and community-centered experiences across all channels.
- N – Nurturing: Build trust through empathetic and inclusive engagement.
- G – Growth & Digital: Extend F4E’s reach via digital communication, CRM initiatives, campaigns, and retention strategies.
- A – Assurance & Quality: Oversee call centre quality, monitor performance, and uphold service standards.
- G – Guidance: Mentor and align CX, QA, and Reconciliation teams for consistency and excellence.
- E – Evidence-based: Use data and reporting to drive improvement and decision-making.
Manage 3 direct reports and a broader team of 13. Lead and coach the CX, QA, and Reconciliation functions. Set performance objectives, KPIs, and review cycles for each team. Foster collaboration across teams to deliver unified, parent-centric communication and service. Guide onboarding, parent education, and responsive support strategies. Ensure timely, empathetic, and consistent service delivery across all channels. Continuously improve the parent journey through data-driven insights.
Sees the big picture and delivers measurable impact. Inspires, supports, and builds trust with teams and parents. Thrives in fast-changing, dynamic environments. Brings a can-do attitude to shifting demands. Creative in designing campaigns and engagement approaches. Works across teams to align, motivate, and deliver. Clear, compelling, and effective across channels.
Undergraduate degree in a relevant field. 5+ years in managerial/supervisory roles (CX, digital marketing, call centre, or related areas). Experience managing diverse teams across communication and service delivery. Strong analytical skills with CRM and digital engagement platforms. Excellent leadership, interpersonal, and collaboration skills. Deep empathy for underserved communities and inclusive communication practices. Knowledge of call centre systems is an advantage.
JOB-6911f66250147
Vacancy title:
Senior Associate – Customer Engagement
[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Management,Customer Service,Education]
Jobs at:
Food4Education
Deadline of this Job:
Friday, November 28 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Monday, November 10 2025, Base Salary: Not Disclosed
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JOB DETAILS:
The Senior Associate – Customer Engagement is a cross-functional leader responsible for delivering an outstanding experience to learners, parents, and school communities through coordinated engagement, customer support, and digital strategies.
You will oversee a team of 13 (3 direct reports) across customer service, quality assurance, and reconciliation, while also directly leading CRM and USSD strategy. Your leadership will ensure every parent-facing touchpoint—whether digital, phone, or in-person—is empathetic, clear, and impactful.
We’re looking for someone with a positive, can-do attitude, who is solution-oriented, thrives with shifting dynamics, and is eager to build meaningful connections with parents and communities.
Our Values
At Food for Education, our values are guiding principles that provide us with purpose and direction and set the tone for our interactions with all stakeholders:
- Build with excellence and curiosity - We’re not afraid to try new things and iterate as much as we can to find the best and most efficient way to get results;
- Be the change you seek - We acknowledge that continuous improvement is a shared responsibility;
- We do what we say; and say what we do - We embrace an ownership mentality;
- Ask why; and commit- Share openly and question respectfully and commit fully. When we understand the why, we are able to work with a purpose.
Key Initiatives You’ll Lead
Beyond daily operations, you will drive strategic initiatives that raise the bar on parent and community engagement:
- Parent-Facing Touchpoints: Audit and improve every parent interaction (calls, WhatsApp, USSD, SMS, community forums) to ensure clarity, empathy, and trust.
- Omnichannel Engagement: Launch a unified engagement strategy that integrates phone, social media, digital, and offline channels into one seamless parent experience.
- Proactive Communication & Education: Build programs that anticipate parent questions through onboarding, FAQs, guides, and multilingual resources.
- Data-Driven CX Innovation: Leverage CRM insights, dashboards, and feedback loops to launch pilots, test new ideas, and scale what works.
Core Focus Areas (ENGAGE Framework)
- E – Experience: Deliver exemplary learner, parent, and community-centered experiences across all channels.
- N – Nurturing: Build trust through empathetic and inclusive engagement.
- G – Growth & Digital: Extend F4E’s reach via digital communication, CRM initiatives, campaigns, and retention strategies.
- A – Assurance & Quality: Oversee call centre quality, monitor performance, and uphold service standards.
- G – Guidance: Mentor and align CX, QA, and Reconciliation teams for consistency and excellence.
- E – Evidence-based: Use data and reporting to drive improvement and decision-making.
Work Hours: 8
Experience in Months: 60
Level of Education: bachelor degree
Job application procedure
Interested candidates who meet the above qualifications should send their application
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