Member Services Officer

Reporting directly to the CEO, the Member Services Officer will be responsible for managing the Chamber members, communicating, and supporting Chamber members on Chamber benefits and values, including oversight of new Members. The role will also include event coordination. We seek an articulated, mature individual, confident and credible in their dealings with members and prospective members. They must possess a good knowledge of basic customer relationships and communication skills, business procedures, and common business IT systems knowledge, such as CRM and mailing applications.

Strategic Pillars

Membership

• Identify member needs and expectations to provide programming that enhances value.Recruit and Retain Members

Brand and Visibility

• Communicate and promote UK business interests and trade with Kenya.
• Build the reputation of the Chamber through marketing and communications.

Stakeholder relations

• Develop ties with peer organisations to meet members’ needs and create a cohesive and cooperative chamber community
• Represent the interests of UK business at National and regional levels.
• Communicate governmental issues and Chamber positions to members

Services to UK trade

• Market Introduction and Research Services
• Professional Business Services – Introductions to vetted business services

Responsibilities

The Member Services Officer shall, in discharging her/his core duties, undertake the following:

• Be responsible for interfacing with members. This includes speaking to potential members, following up on the administration of member accounts and communicating regularly with members to ensure they are making the most of Chamber services.

Management of member services, to include:

• Serve as the members’ primary point of contact, ensuring excellent customer service and building strong relationships between the Chamber and the members.
• Proactively engage with members to understand their needs, preferences, and concerns
• Provide regular members update and communicate other Chamber activities.
• Carry out monthly membership induction programs.
• Provide information and assistance to members regarding their membership status, benefits, and services.
• Maintain an accurate and up-to-date membership database with the admin team, ensuring data integrity and confidentiality.
• Account management of admin for accounts team members, ensuring invoices and receipts are issued in a timely manner from the accounts team.
• Develop and implement strategies to enhance member satisfaction and retention.
• Ensuring quarterly interaction with members (through events or calls, either by self or the CEO).
• Communication of forthcoming events and routine information to members through the comms team
• Manage member inquiries and feedback through various phone, email, and social media channels.
• Carry out annual strategies options with the CEO on membership value-for-money options
• Develop and maintain a comprehensive knowledge base to effectively address member inquiries and provide accurate information.
• Speak to potential members to join the Chamber. Look, prospect and enrol new members to join the Chamber on set monthly members’ target.
• Facilitate the membership application and renewal processes, including handling inquiries,
• Overlooking Chamber events that provide value, and liaison with suppliers to ensure the smooth running of the Chamber events.
• Assist with organising, planning, and executing Chamber events, seeking sponsorship and providing value to members.
• Ensuring quarterly interaction with members (through events or calls and updating the CRM on members’ records)
• Retention of members and value adds.
• Communication of forthcoming events and routine information to members.
• Managing member sponsorship – of website and events, in concert with the CEO.
• Organising Chamber events, including collating attendance, managing event budgets, and seeking sponsorship and raffle prizes from members as required.
• Other tasks as directed by CEO or the Board

Reporting

The Member Services Officer will report directly to the CEO.

Working Arrangements

The Member Services Officer will be required to work a 5-day week, with normal working hours of 0800-1700 with 1 hour for lunch.

Candidate profile

Education/ Formal Qualifications

• Excellent spoken and written English.
• Bachelor’s degree in business administration or equivalent degree in communication/marketing
• Kenyan Police Certificate of Good Conduct

Experience

• 3-5 years of previous experience, success and credibility in office management
• Customer-centric experience in customer care and CRM system usage
• Intricate market knowledge of Kenya, including trade and investment barriers, integrity risks and services
• Experience in communicating with a variety of companies,especialy international SMEs, in a clear manner.
• Ability to conslidate the interests of different UK government departments regarding mutual prospective objectives.
• Ability to innovate and turn ideas into reality by proactively driving their implementation from start to finish.
• Strategic thinking and ability to create linkages with the UK missions, and programmes/initiatives/agendas.
• Capable of working in a broad direction with minimal supervision.

Autonomy

• A ‘self-starter’- determined to apply initiative to achieve business outcomes

Systems/Processes

• Strong understanding of basic business procedures
• Good knowledge of common business IT systems
• Keen to innovate to optimise business processes for Chambers needs.

Subordinate Development

• Committed to the development of the staff members

• Excellent Written and verbal communicator
• Capable of communicating professionally and effectively with Chamber membership and Commitee members.