Head of Business Development, Marketing and Member Experience

About the role

The Head of Business Development, Marketing and Member Experience will steer the strategic and operational direction of growth initiatives, brand positioning, and member journey optimisation for a leading SACCO in Kenya.

Key responsibilities

• Lead strategic and operational direction of Business Development, Marketing and Member Experience in line with SASRA requirements.
• Drive market expansion, lead generation and sales conversion to grow membership, deposits and loan portfolio.
• Develop strategic partnerships and high‑value member relationships to improve retention and product uptake.
• Use market intelligence and customer analytics to guide brand positioning, demand forecasting and campaign execution.
• Lead multichannel campaigns, vendor partnerships, brand consistency and optimal budget allocation.
• Improve member journeys through effective feedback and complaint‑resolution mechanisms across touchpoints.
• Track performance through CRM and analytics platforms, report outcomes and refine growth strategies.
• Build and lead a high‑performing, member‑centric departmental team.

Required profile

• Bachelor’s degree in Marketing or a related field; Master’s degree is an advantage.
• Active membership in a relevant professional body (e.g., MSK, CIM, PRSK) is highly desirable.
• Minimum 10 years of relevant experience, including at least 5 years in a senior management or Head of Department role.
• Proven track record in business development, market expansion, brand positioning, partnership growth and member experience management.
• Solid understanding of SACCO operations, SASRA guidelines and risk management principles.
• Strong monitoring & evaluation capability, including budget management, ROI assessment, performance analytics and executive reporting.

Required skills

• Advanced MS Excel
• CRM platforms
• Digital marketing platforms
• Analytics platforms