Role overview

The Community Growth Officer will help ensure the long-term success of eWATER's water systems by building strong community relationships, driving sustained water usage and revenue, and resolving issues that affect customer experience and community support.

Working across newly launched and established systems, the role combines hands-on community engagement, stakeholder relationship management, creative problem-solving and data-driven decision-making. The successful candidate will work closely with eWATER's customer care, technical, scoping and marketing teams to deliver measurable improvements in service uptake and community satisfaction.

We are looking for an enthusiastic, proactive and resourceful individual who thrives in the field, builds trust easily and takes ownership of results.

Key responsibilities

Community engagement & growth

• Drive water usage and revenue through targeted community engagement and initiatives that improve service uptake and customer experience.
• Lead community adoption following new system launches, supporting the transition from customer registration to sustained usage.
• Build strong relationships with customers, community leaders, chiefs, county government officials and other local stakeholders.
• Identify and resolve emerging community challenges, strengthening trust and long-term support for eWATER.
• Develop initiatives that deliver both social and commercial benefits, including community-based enterprise opportunities and improved service provision to schools, healthcare facilities and other institutions.

Customer experience & team coordination

• Work with customer care and technical teams to understand and resolve customer issues, coordinating appropriate follow-up.
• Manage and support community-based personnel.
• Coordinate customer communication, sensitisation and other local engagement activities.
• Collaborate with marketing colleagues to identify and share positive impact stories

Monitoring & continuous improvement

• Maintain and use dashboards tracking water usage, revenue, customer satisfaction, community engagement and emerging risks.
• Combine performance data with field insights to identify opportunities, prioritise interventions and evaluate outcomes.
• Share community feedback and lessons learned to improve eWATER's services and engagement approach.

Skills and experience

Required

• Experience in community engagement, customer-facing service delivery or field-based programme management.
• Proven ability to build relationships with communities, local leaders and public stakeholders in Kenya.
• Experience coordinating projects, initiatives or field-based teams.
• Excellent interpersonal, communication and problem-solving skills, including the ability to navigate sensitive situations.
• Strong organisational skills, initiative and ability to work independently.
• Confidence using data and performance metrics to guide decisions.
• Ability to pick up new tools quickly and flexibly
• Fluency in English and Swahili (written and spoken).
• High integrity, cultural sensitivity and a results-oriented mindset.

Desirable

• Experience in community development or customer growth.
• Experience working with county governments or local leaders.

• Drive water usage and revenue through targeted community engagement and initiatives that improve service uptake and customer experience.
• Lead community adoption following new system launches, supporting the transition from customer registration to sustained usage.
• Build strong relationships with customers, community leaders, chiefs, county government officials and other local stakeholders.
• Identify and resolve emerging community challenges, strengthening trust and long-term support for eWATER.
• Develop initiatives that deliver both social and commercial benefits, including community-based enterprise opportunities and improved service provision to schools, healthcare facilities and other institutions.
• Work with customer care and technical teams to understand and resolve customer issues, coordinating appropriate follow-up.
• Manage and support community-based personnel.
• Coordinate customer communication, sensitisation and other local engagement activities.
• Collaborate with marketing colleagues to identify and share positive impact stories
• Maintain and use dashboards tracking water usage, revenue, customer satisfaction, community engagement and emerging risks.
• Combine performance data with field insights to identify opportunities, prioritise interventions and evaluate outcomes.
• Share community feedback and lessons learned to improve eWATER's services and engagement approach.

• Experience in community engagement, customer-facing service delivery or field-based programme management.
• Proven ability to build relationships with communities, local leaders and public stakeholders in Kenya.
• Experience coordinating projects, initiatives or field-based teams.
• Excellent interpersonal, communication and problem-solving skills, including the ability to navigate sensitive situations.
• Strong organisational skills, initiative and ability to work independently.
• Confidence using data and performance metrics to guide decisions.
• Ability to pick up new tools quickly and flexibly
• Fluency in English and Swahili (written and spoken).
• High integrity, cultural sensitivity and a results-oriented mindset.
• Experience in community development or customer growth.
• Experience working with county governments or local leaders.

• BA/BSc/HND