Job Purpose: 
To provide oversight and strategic direction for member’s recruitment, retention, services & customer experience. The position implements a core pillar of the KAM strategy that focuses on membership development, membership activities, and relations for membership with expected outcomes as follows: -
Key Objectives

Membership recruitment and retention
Membership services
Customer experience
Timely and accurate reports

Duties & Responsibilities

Membership recruitment, retention and to ensure Vibrant and Active Network;
Formulation and implementation of Membership strategies and policies and ensuring interpretation and clarity
Conducting a strategic review of performance on a regular basis to determine whether the organization is meeting its short-and long-term objectives in recruitment and retention, responsiveness and membership experience
Provide oversight on members account management and Customer response System and Membership networking and feedback events
In collaboration with Regional Chapter operations, Sectors, Board working committee on Membership provide advise on functionality and sustainability
In collaboration with Regional Chapters provide guidance on budget management, fundraising, income generation and expenditure for the Membership Unit
Coordinate & Prepare Board order papers for various KAM Departmental units for the Board meetings
Establish service needs of members and design activities and programs to meet these needs;
Coordinate with other managers, monitor the implementation of the Business strategic plan and
Identifying performance gaps, instituting reviews and ensuring that membership retention and recruitment objectives are met in a timely manner.
Perform any other duties as may be assigned by the CEO/COO from time to time;

Requirements and Personal Attributes:

Commerce (Marketing, Sales), Public Relations or Business Development /Management, economics, project management or its equivalent.
At least 7 years’ experience in matters related to customer relations. Previous work experience with a Business Membership Organization is an added advantage.
At least 3 years’ experience in a supervisory role. Training in a management is an added advantage.
Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.
Great service attitude towards customer satisfaction
Effective organizational skills and ability to multitask.
Excellent communication and people skills
Excellent relationship management and networking skills
Demonstrate ability to handle pressure and perform duties well to completion
Demonstrate ability as a team player, working to achieve own and team targets
Keen attention to detail
Apt in negotiating and persuading