Customer Relationship Officer

Are you passionate about building strong customer relationships? We are hiring a Customer Relationship Officer for one of our affiliate SACCOs in Mombasa. This role is crucial for maintaining and growing the SACCO’s membership and ensuring high levels of member satisfaction.

KEY RESPONSIBILITIES

Member Engagement & Growth: 

• Support SACCO marketing and recruit new members through research and business development.
• Promote SACCO products and secure new business via client relationships.
• Identify and leverage market sales opportunities.

Customer Service & Relationship Management

• Maintain smooth customer experiences by handling inquiries and complaints.
• Gather feedback to improve offerings and inform on SACCO services.
• Conduct exit interviews for retention insights.

Marketing & Digital Platforms

• Assist in organizing promotional events, member outreach programs, and product activations.
• Develop marketing materials and coordinate with suppliers and vendors as needed.
• Contribute to the management of the SACCO’s digital platforms (social media, website, etc.).

Compliance & Reporting

• Ensure adherence to SACCO policies and procedures.
• Maintain accurate records of member interactions and sales activities.
• Perform any other duties as assigned from time to time.

Qualifications and Experience

ACADEMIC QUALIFICATION:

Diploma or Bachelor’s Degree in a business-related field such as Public Relations, Business Management, Marketing, or Cooperative Management.

EXPERIENCE:

A minimum of two (2) years of relevant working experience in a similar role within a financial institution, preferably a Deposit-Taking SACCO or bank. Experience with CRM systems is highly desirable.

SKILLS & COMPETENCIES:

• Computer literacy with good knowledge of MS Office and digital communication tools.
• Strong interpersonal and communication skills (verbal and written).
• Excellent organizational skills and ability to manage multiple tasks.
• Ability to work independently with minimal supervision.
• High levels of integrity and ethical behavior.
• Customer-centric mindset with a passion for service excellence.
• Problem-solving skills and attention to detail. Proactive and self-driven.