Assistant Manager, Marketing & Customer Experience

The Public Service Superannuation Scheme (PSSS) is seeking a dynamic and service-oriented Assistant Manager, Marketing & Customer Experience to join its Benefits Department. This role presents an excellent opportunity for professionals pursuing marketing and customer experience careers at PSSS and those interested in public sector customer service leadership roles in Kenya. The position focuses on strengthening brand visibility, enhancing member engagement, and driving continuous improvement in customer experience across all service touchpoints.

Key Job Information

• Position: Assistant Manager, Marketing & Customer Experience
• Reference Number: PSSF/063/2025
• Organization: Public Service Superannuation Scheme (PSSS)
• Department: Benefits
• Location: Kenya
• Employment Type: Full-time, Permanent
• Experience Level: Middle-Level Management
• Salary Range: As per PSSS remuneration guidelines

About the Public Service Superannuation Scheme (PSSS)

The Public Service Superannuation Scheme (PSSS) is a statutory pension scheme mandated to manage and administer retirement benefits for public service employees in Kenya. The Scheme plays a vital role in enhancing financial security for its members through efficient benefits administration, prudent fund management, and responsive customer service delivery.

PSSS is guided by strong governance principles, transparency, and accountability, with a growing emphasis on member-centric service delivery. As part of its transformation agenda, the Scheme continues to strengthen its brand presence, customer engagement strategies, and service standards to meet the evolving needs of its members.

Careers at PSSS offer professionals an opportunity to contribute to public service excellence while developing expertise in marketing, customer experience management, and service innovation within a structured and impact-driven environment.

Job Description

The Assistant Manager, Marketing & Customer Experience is responsible for supporting the development and execution of marketing initiatives and customer experience strategies that enhance member satisfaction and brand equity. The role focuses on member education, customer segmentation, service measurement, and continuous improvement of customer journeys across all interaction points.

This position is ideal for candidates seeking Assistant Manager marketing jobs in Kenya within the public sector and those interested in customer experience management careers at PSSS. The role works closely with internal teams to ensure that service delivery processes are efficient, customer-focused, and aligned with the Scheme’s strategic objectives.

Key Responsibilities

• Ensuring effective brand building through extensive member education initiatives using media platforms, roadshows, and sponsorship activities.
• Establishing and implementing a customer segmentation system to support targeted engagement and service delivery.
• Participating in business process re-engineering initiatives to review workflows, assess turnaround times, and identify opportunities to eliminate process and resource inefficiencies.
• Overseeing customer service initiatives to ensure consistent service quality and high levels of customer satisfaction.
• Supervising the documentation and maintenance of customer journey maps and ensuring alignment with operational process maps.
• Managing the implementation of improvements identified through customer journey mapping exercises.
• Ensuring the development, review, and implementation of the Customer Service Charter in line with public sector standards.
• Designing and implementing customer engagement, feedback, and complaint resolution mechanisms.
• Overseeing the development and use of service measurement tools aimed at improving customer service delivery across all touchpoints.
• Ensuring regular public opinion and customer satisfaction surveys are conducted and that feedback is analyzed and used to drive service improvement.
• Defining and continuously refining customer experience dimensions and service standards to support long-term organizational success.

Required Qualifications

• Bachelor’s Degree in Social Sciences, Business Administration, Marketing, or a related field from a recognized institution.
• Master’s Degree in Social Sciences, Business Administration, Marketing, or a related field from a recognized institution.
• A minimum of twelve (12) years cumulative service, with at least three (3) years served at the grade of Principal Benefits Administration Officer (PSSF 5) or a comparable position.
• Leadership Course Certificate lasting not less than four (4) weeks from a recognized institution.
• Valid practicing license where applicable.
• Membership to a relevant professional body in good standing.
• Proficiency in computer applications and customer service management systems.
• Fulfillment of the requirements of Chapter Six (6) of the Constitution of Kenya.
• Demonstrated merit, integrity, and strong performance outcomes.

Preferred Qualifications

• Experience in customer experience management, service quality improvement, or marketing within the public sector.
• Strong understanding of customer journey mapping, service design, and customer feedback analysis.
• Experience managing member education programs and stakeholder engagement initiatives.
• Knowledge of public sector service delivery standards and customer service charters.

Benefits and Compensation

The Assistant Manager, Marketing & Customer Experience position offers a competitive compensation package in line with public service guidelines. Employees benefit from job stability, structured career progression, and opportunities for continuous professional development. For candidates exploring marketing and customer experience jobs in Kenya’s public sector, PSSS offers a supportive and impact-driven work environment.

How to Apply

Qualified candidates interested in this Assistant Manager, Marketing & Customer Experience vacancy at the Public Service Superannuation Scheme are encouraged to submit their applications. Interested candidates should apply using the Apply Now button below.

This role is well suited for professionals seeking Public Service Superannuation Scheme careers, Assistant Manager marketing opportunities in Kenya, and customer experience leadership roles within public sector institutions.