JOB PURPOSE

The Marketing & Customer Experience Manager is responsible for developing and executing integrated marketing, brand, and customer experience strategies that drive business growth, enhance brand equity, and deliver exceptional customer journeys. The role provides strategic leadership in corporate communications, digital marketing, public relations, and customer engagement, ensuring consistent brand messaging and a superior customer experience across all touchpoints.

Qualifications and Experience

• Bachelor’s degree in Marketing, Communications, or a related field.
• Minimum of 8 years’ experience in marketing, communications, or customer experience management, preferably in a service-oriented industry.
• Demonstrated experience in digital marketing strategy and execution.
• Strong knowledge of public relations, media engagement, and corporate communications.
• Proven experience in managing teams, agencies, and cross-functional projects.
• Membership with Public Relations Society of Kenya is an added advantage.

SKILLS AND COMPETENCIES

• Strong leadership and people management skills, with the ability to inspire and develop highperforming teams
• Excellent communication and presentation skills, both written and verbal
• Advanced writing, editing, and content oversight capabilities
• Strategic thinking and analytical skills, with a data-driven approach to decision-making
• Strong project management and organizational skills, with the ability to manage multiple priorities
• High level of creativity and innovation
• Deep understanding of digital marketing and social media trends
• Stakeholder and relationship management skills at senior levels
• Ability to work under pressure and adapt in a fastpaced environment
• Working knowledge of photography and videography for content direction and brand storytelling