Director, Member Value & Customer Experience Job ICPAK

Director Jobs. Institute of Certified Public Accountants of Kenya Jobs

Job Summary:

The Director, Member Value and Customer Experience (DMVCE) shall head the Member Value Directorate, advise the Chief Executive Officer and will serve members
by planning, organizing, implementing, and evaluating communications and information programs; managing the annual general meeting; managing staff; ensure customer satisfaction; increase member communication and customer loyalty; recruitment; member development; manage daily operations and participate in new
business development.

Job Profile:

The Director Member Value and Customer Experience shall report to the Chief Executive Officer and shall perform the following duties and responsibilities

Key Responsibilities:

• Identifying training needs in consultation with other managers and carrying out Seminars
• Developing and implementing E-Learning services at the Institute
• Managing the development and production of products and services created for members
• Coordinating and negotiating arrangements for adding member programs created by other organizations.
• Developing procedures, establishing standards and tracking member activities to ensure member satisfaction.
• Developing and managing marketing plans for the Institute’s products and services
• Developing Marketing strategies to develop and effectively execute all membership recruitment programs
• Streamlining operations and technical aspects of the Member Value directorate, provide training to members, oversee marketing campaigns, and customer care needs.
• Implementing the training calendar, customer care and marketing plans
• Adhering to the Institute’s policies, standards and business practices, such as high standards of governance and forming trade and community partnerships with appropriate organisations
• Applying the principles of the Institute’s CSR policy in the day-to-day role and implement a robust CSR plan and activities
• Monitoring the performance and productivity of the Member Value staff and provide on-going feedback and training to ensure quality service
• Supervising of the directorate activities including implementation of the work plan and Budget

Qualifications

• Masters degree in marketing, public relations, communication or related area
• Bachelor’s degree in a relevant social science field
• Professional qualifications in marketing and/or public relations
• Being Certified Public Accountant (CPA) and a member of ICPAK in good standing will be an added advantage.
• Membership to any other relevant professional body will be an added advantage
• 12 years of experience in the management of a Member Services function
• Knowledge of member services function and membership recruitment/retention activities and backend processes.
• Strong member service orientation, with the ability to problem solve and proactively identify creative solutions to business/member issues
• Knowledge in customer service, marketing, corporate responsibility and continuous professional development of accountancy profession.

How to Apply

Interested candidates should email their application letter accompanied with a detailed CV in PDF format clearly indicating their current and expected salary to the following email address: dmvce@icpak.com

Applications should be received on or before close of business on Friday 24th April 2026.