13 Jun 2019

Head.Brand Management & Customer Strategy at Kenya Airways

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Kenya Airways aims to become the reference for travel to/from and via Africa by putting the customer at the heart of what we do and developing competitive differentiation in the digital age. We envision to position ourselves as the local hero in Africa and the modern and human airline combining our cultural heritage with a state of the art, agile and creative approach, thus creating a unique end to end experience for our customers.

We aim to have a thorough understanding of our customers daily concerns by including them in everything that we do and developing a solid customer basis. We want to remain close to them and develop relevant insight through various research approaches, thus enhancing our customer proposition and being pro-active with realization of trends and changing needs. Mobile messaging and digital real time measurements are key to our success.  We intent to go the extra mile for our customers, creating experiences by building on our African heritage, challenging paradigms and establishing a customer, authentic and cost efficient b2c and b2b approach in our markets.

Our vision entails the opportunity to turn this know how ultimately into a profit centre, particularly for our African markets.  In this very visible role that reports to the Chief Commercial Officer and carries a global footprint, the successful candidate will be expected to forge lasting partnerships with both big and small entities such as the tourism boards, airports, hotels, banks, transport sectors etc.


The job holder will be responsible for:

  • Creating a 360-degree customer insight approach, including household panels, establishing touch points for feedback and moments for “ask the manager” or “let the company know” sessions, engagement via social media, crowdsourcing for innovation and product feedback.
  • Incorporating enterprise CX. Customer Strategy and Brand Management and looking at the holistic perspective of customer experience across digital and non-digital touch points, b2c and b2b (call canters, customer care, our retail outlets, etc).
  • Engaging our frequent flyers whilst ensuring the right offering for the occasional buyer and turn all our customers into frequent buyers and brand advocates.
  • Developing and implementing a clear communication and customer experience strategy as well as effective working methods both in our home market and destinations in African and globally that we serve.
  • Helping other teams to create even more effective products, and services and innovative and effective sales activities.
  • Ensuring that approaches being created work well within the larger omnichannel and global ecosystem of the brand’s overall customer experience.
  • Centralisation of communication activities and creation of toolboxes as much as possible whilst making best use of local know-how through empowering our people to do local adaptations and create unique experiences to engage existing customers and develop new customer relationships.
  • Creating awareness and surprising & delighting our guests, with Kenya Airways standing out from the crowd.
  • Constantly looking out for new ways to recognize and reward our most valuable customers while engaging and surprising new ones. (Personalization, relevance, convenience are key factors to consider).
  • Gaining a thorough understanding and insight into our competition and subsequent development of a unique selling proposition, differentiating product, communication strategy and touch point strategy.
  • Champion and manage the Customer contact centre and customer care strategy while providing strategic and operational leadership to teams therein.
  • Manage and develop the Loyalty Program Proposition, marketing and communication activities to ensure customer retention, generate awareness and effectiveness of loyalty programs and products.
  • Developing and driving customer engagement through brand activation relevance and smart strategies to involve customers.
  • Driving innovative new field sales approaches in our markets, with centralized tool boxes adjusted to the target groups and market environments
  • Creating brand equity and brand guidelines while driving innovation of our products and customer experience.
  • Developing a brand activation plan and an ambassador strategy and implementing it across the organization.
  • Driving revenue, initially with a focus on strategy, taking the right actions and developing the right products to reach our customers. Ultimately, creating direct revenue opportunities through third party advertising, profitable loyalty/brand partnerships and sales of our know-how and services.





  • Bachelor’s Degree in a business-related or relevant field.
  • Master’s degree in business administration is desired.
  • Proficiency in MS office suites.
  • Proficiency in state-of-the-art customer research methodologies.
  • Fluent in written and spoken English and knowledge of other foreign languages will be an added advantage.
  • Excellent analytical skills and a strategic thinker.
  • Must have strong negotiating, influencing, problem solving and decision-making skills.
  • Demonstrated leadership capabilities across teams.
  • Experience with development of loyalty strategies.
  • Customer Research 360-degree approaches.
  • Social media and digital marketing and customer engagement experience.
  • 10 years in a Brand Management role.
  • Prior experience in an airline company or in the tourism industry would be an asset.

How to Apply

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