Posted: 2026-09-08 20:02:38  Deadline: Not Specified   Contract/ Casual   Salary: Confidential

ProRecruit Versaatech is inviting applications from qualified candidates for the position of Manager - Marketing, Digital, Brand and Customer Experience. The successful candidate will develop and implement strategies that enhance the company’s digital presence, strengthen the brand and improve customer engagement, while driving brand awareness, customer loyalty and business growth.

Position Details

Position: Manager - Marketing, Digital, Brand and Customer Experience.
Employer: ProRecruit Versaatech.
Contract: Contract / Casual.
Location: Nairobi, Kenya.

Key Responsibilities

Develop and implement comprehensive Customer Experience strategies aligned with the company's overall business objectives.
Lead and manage high-performing Customer Experience teams by setting clear goals, providing training and ensuring team members are motivated and working efficiently.
Develop and implement marketing strategies to promote the company’s products through market research, campaign management and collaboration with key departments.
Collaborate with the Sales team to develop customer engagement strategies, manage key accounts and ensure high levels of customer satisfaction.
Enhance the company's brand reputation and market positioning through marketing campaigns and public relations efforts.
Track and analyze KPIs to assess the effectiveness of Customer Service activities and support data-driven decisions.
Ensure a strong digital presence through targeted digital marketing campaigns, online marketing efforts and social media marketing.
Create and execute digital marketing strategies aligned with business objectives and oversee digital platforms including websites, blogs, emails and social media channels.
Develop and maintain a strong brand image and ensure consistent brand messaging across all channels.
Analyze digital marketing metrics and customer feedback to measure the effectiveness of campaigns and strategies.
Prepare reports on digital marketing performance and provide insights for improvement.
Ensure compliance with digital marketing regulations and data privacy laws and stay updated with the latest digital trends and technologies.
Participate as a member of senior management in formulating corporate strategies, policies, plans and budgets and monitor company performance to ensure corporate objectives and targets are achieved.
Participate in the preparation of the departmental budget and work program and follow up its implementation upon approval.
Identify, develop and retain talented staff including completing performance appraisals, personal development and succession plans effectively and on time.
Adhere to compliance and operational risk controls in accordance with company and regulatory standards, policies and practices and ensure that all staff are familiar with them.
Develop accountability structures, oversee periodic reporting and monitor performance indicators for the department.

Qualifications

Minimum of a Bachelor’s Degree in either business-related studies or PR and Communication.
Minimum of 6 years of experience in a similar industry or related role, with a minimum of 3 years at senior level.
Proven and extensive track record of driving Customer Experience from Retail Banking, Corporate Banking, Telecoms or hospitality industry.
Experience in managing Contact Centre operations.
Proficiency in using customer service software and tools such as CRM systems.
Ability to lead and motivate a team, set clear goals, provide guidance and foster a positive work environment.
Excellent verbal and written communication skills, including active listening, empathy and the ability to convey information clearly and concisely.
Strong problem-solving skills to address customer issues and resolve conflicts in a timely and effective manner.
Flexibility to adapt to changing customer needs, business priorities and technological advancements in customer service.
Ability to make informed and timely decisions to address customer issues, allocate resources effectively and drive continuous improvement in customer service operations.
Ability to analyze customer service data to identify trends, patterns and areas for improvement.
Experience implementing quality assurance processes to ensure consistent delivery of high-quality customer service across all channels.
Basic technical knowledge to troubleshoot common customer issues and provide technical support when necessary.

Application Process

Interested and qualified candidates should apply through the link below.

Application Link: Manager - Marketing, Digital, Brand and Customer Experience at ProRecruit Versaatech (Instructions and Application)