Manager, Marketing, Member & Customer Experience

The National Social Security Fund (NSSF) is seeking a strategic and results-driven Manager, Marketing, Member & Customer Experience to strengthen brand positioning, enhance member engagement, and deliver consistent, high-quality customer experiences across all service touchpoints.

Key Job Information

• Position: Manager, Marketing, Member & Customer Experience
• Location: Nairobi, Kenya (Head Office)
• Employment Type: Full-time
• Experience Level: Executive / Senior Management
• Job Grade: NSSF Grade 3
• Application Deadline: Monday, 23rd February 2026 at 5:00 p.m. (EAT)

About National Social Security Fund (NSSF)

The National Social Security Fund (NSSF) is Kenya’s principal social security institution, mandated to provide retirement savings, social protection, and financial security to workers across the country. As a national institution, the Fund plays a vital role in economic development and social stability. Professionals exploring careers at NSSF are attracted by the Fund’s long-term mandate, public trust, and national impact.

NSSF continues to strengthen service delivery through customer-centric reforms, digital innovation, and stakeholder engagement. By investing in modern marketing practices and customer experience excellence, the Fund creates impactful job opportunities at NSSF for professionals seeking leadership roles that combine strategy, service, and public value.

Manager, Marketing, Member & Customer Experience Job Description

The Manager, Marketing, Member & Customer Experience is a senior leadership role responsible for driving brand development, customer satisfaction, and service excellence across the Fund. Reporting to the General Manager, Social Security, the role ensures that marketing initiatives and customer experience strategies are aligned with organizational goals and member expectations.

This position is ideal for professionals seeking executive-level marketing jobs in Nairobi and impactful manager opportunities within the public sector. The role focuses on enhancing member education, improving customer journeys, and embedding a culture of continuous service improvement across the organization.

Key Responsibilities

• Lead brand-building initiatives through member education, media campaigns, road shows, and sponsorships.
• Drive customer service initiatives to enhance satisfaction and improve service perception.
• Develop and document customer journey maps aligned with internal process maps.
• Manage implementation of service improvements identified through customer journey analysis.
• Apply industry insights and customer drivers to develop recommendations for business, process, and technical enhancements.
• Develop and implement customer service standards to ensure consistent, high-quality service delivery.
• Design and manage customer engagement, feedback, and complaint resolution mechanisms.
• Oversee service measurement tools aimed at operational improvement across all customer touchpoints.
• Coordinate regular public opinion surveys and utilize feedback to enhance service delivery.
• Ensure periodic mystery shopping exercises to assess compliance with service standards.
• Define and continuously refine customer experience dimensions to support long-term success.
• Establish and manage customer segmentation frameworks and ensure effective implementation.
• Handle internal and external correspondence related to customer service management.
• Collaborate with internal teams to plan and organize conferences, meetings, and ceremonies that enhance customer relations.
• Participate in business process re-engineering initiatives to improve efficiency and eliminate process redundancies.

Required Qualifications

• Bachelor’s Degree in Marketing, Business Administration, or a related field from a recognized institution.
• Master’s Degree in Marketing, Business Administration, or a related discipline.
• Completion of a recognized leadership or management course.
• Professional qualification in Marketing, Business Administration, or a related field.
• Membership in good standing with a relevant professional body such as the Marketing Society of Kenya (MSK).
• Minimum cumulative service period of fifteen (15) years, including three (3) years at Assistant Manager level or equivalent.
• Proficiency in computer applications and customer management systems.

Preferred Qualifications

• Experience leading customer experience or marketing functions within large public or regulated institutions.
• Strong understanding of customer journey mapping, service design, and experience measurement.
• Demonstrated ability to lead cross-functional teams and stakeholder engagements.
• Experience managing research, surveys, and data-driven service improvement initiatives.

Benefits and Compensation

NSSF offers a competitive executive remuneration package aligned with public sector leadership standards. Employees benefit from job stability, professional growth, and opportunities to influence nationally significant service delivery initiatives. These NSSF employment opportunities appeal to professionals seeking long-term careers focused on impact, service excellence, and public value creation.

How to Apply for Manager, Marketing, Member & Customer Experience Job Opportunity at NSSF

Professionals searching for latest jobs at NSSF and exploring senior job opportunities today at NSSF are encouraged to apply for this role today. The Fund is actively reviewing applications this week for this executive-level vacancy.

Interested candidates should submit an application letter, detailed curriculum vitae, certified copies of academic and professional certificates, testimonials, and a certified copy of the National Identity Card. Applications must be submitted by post or hand delivery in a sealed envelope clearly indicating the position applied for.

All applications should be addressed to the Managing Trustee / Chief Executive Officer, National Social Security Fund (NSSF), P.O. Box 30599 – 00100, Nairobi, or hand-delivered to the Managing Trustee’s Office, 3rd Floor, Block A – Western Wing, Social Security House, Bishops Road, Nairobi. NSSF is an equal opportunity employer and encourages applications from persons with disabilities, marginalized groups, and minorities. Canvassing will result in automatic disqualification.