Customer Experience Manager Job At Africa Merchant Assurance Company ltd

Industry: General Insurance
Reports to: Chief Operating Officer

About the Role

We are seeking a strategic, innovative, and customer-centric professional to join our team as the Marketing, Digital, Brand & Customer Experience Manager. The overall purpose of this job is to develop and implement strategies that enhance the company’s digital presence, strengthen the brand, and improve customer engagement. 

This role involves managing digital marketing campaigns, overseeing brand management activities, and ensuring a seamless customer experience across all digital platforms. This role is crucial for driving brand awareness, increasing customer loyalty, and achieving business growth through effective digital and brand management strategies

Key Responsibilities

• Strategic Planning – Lead the development and execution of customer experience and marketing strategies that directly support the company’s business objectives.
• Team Leadership – Build and inspire a high-performing team by setting clear goals, providing coaching and mentorship, and ensuring efficient delivery of results.
• Marketing Strategy – Design and implement innovative marketing strategies to promote products and services, supported by market research, campaign management, and cross-functional collaboration.
• Customer Acquisition & Retention – Drive initiatives that attract new customers, strengthen relationships with existing ones, and ensure exceptional satisfaction at every touchpoint.
• Brand Management – Champion the company’s brand reputation through impactful campaigns, public relations, and strategic market positioning.
• Digital Marketing & Online Presence – Oversee digital marketing activities across websites, blogs, email, and social media channels to expand reach and engagement.
• Campaigns & Awareness – Organize creative brand awareness initiatives designed to attract new clients, retain existing ones, and support relationship management teams.
• Performance  Monitoring – Track KPIs, digital analytics, and customer feedback to measure impact, make data-driven decisions, and continually optimize results.
• Customer Experience Management – Enhance customer journeys by developing engagement programs, handling inquiries promptly, and resolving complaints with professionalism.
• Compliance & Risk Control – Ensure all activities comply with marketing regulations, data privacy laws, operational risk standards, and company policies.
• Corporate Leadership – Play an active role as part of senior management in shaping company strategies, policies, budgets, and overall performance monitoring.
• Budgeting & Work Programs – Lead the preparation of departmental budgets and work plans, and oversee their effective implementation.
• Talent Development – Identify, nurture, and retain top talent through performance reviews, career development programs, and succession planning.
• Accountability & Reporting – Establish clear accountability frameworks, manage reporting processes, and monitor key departmental performance indicators.
• Other Duties – Carry out any additional responsibilities as assigned by the Head of Function.

Qualifications and Experience

• A Bachelor’s degree in Marketing, Communications, Business Administration, Public Relations, or a related field is required.
• Professional certification in Digital Marketing, Customer Experience, or Brand Management is a Must 
• A Master’s degree in Digital Marketing, Customer Experience, or Brand Management is an added advantage.
• At least six (6) years of progressive experience in digital marketing, branding, and customer experience, with a minimum of three (3) years in a senior leadership role.
• Demonstrated ability to lead cross-functional teams, manage complex projects, and deliver measurable business outcomes.

Method of Application

If you meet the above criteria and are passionate about delivering impactful digital and customer experiences, we invite you to submit your application online. Please attach your CV and cover letter via the link below by 7th September 2025 at 5:00pm.Interested and qualified? Go to Africa Merchant Assurance Company ltd on hrms.amaco.co.ke to apply